Find out everything you need to know about using your account below. If you have any further questions, please contact a member of the Keylu team, who will be happy to help you.
A. No, all information added to the website is securely encrypted and not shared with any third parties or advertisers. You can view our Data Protection Policy here
A. All the information you upload and store in your Keylu Account is securely encrypted. It is not viewable by anyone including the team at Keylu. Your information will only ever be viewable by yourself and your chosen trusted contacts. In the future we may be able to suggest legal/financial policies that you might be interested in to help get your affairs in order.
A. Keylu uses a Passwordless authentication system. The way it works is simple - each time you sign in, you enter your email address and receive a one-time passcode (OTP) that is used to sign in instead of a password.
A. Passwordless authentication offers improved security. Studies have consistently shown that weak or stolen passwords continue to be responsible for more than 80% of hacking-related breaches. It's also simpler for you! Meeting differing password complexity requirements and remembering many different passwords is hard. Using a Passwordless system means one less password for you to create and remember.
A. Keylu uses step-up multi-factor authentication as an additional layer of security for certain parts of the site and certain actions, such as adding Trusted Contacts or notifying us of the death of a loved one.
A. Multi-factor authentication is an authentication method in which a computer user is granted access only after successfully presenting two or more pieces of evidence to an authentication mechanism. In the case of Keylu, the second factors available are SMS or Authenticator app codes.
A. Your information is encrypted and stored using industry leading technology. All communications with Keylu - when you load a page, upload documents or submit a form - are protected by 2048-bit SSL certificate encryption. When we store your data everything is encrypted using 256-bit AES encryption, one of the strongest available.
A. For redundancy purposes your data is securely replicated to two different geographic locations around the world. This ensures that should something happen to the data stored in one location, your data can be recovered from another. This replicated data is secured and stored in the same way as the primary data, and governed by the same rigorous security protocols.
A. At Keylu we follow a strict set of processes and protocols to safeguard your data and ensure that no one has access but you. Keylu employees are not able to access your data and we do not share or sell your data to any other party.
A. A Trusted Contact can be anyone - one of your children, your spouse, a sibling, or your closest friend. It is important that you choose people that you really trust, as your Trusted Contacts will have access to a copy of all documents stored within your account (apart from any Messages you leave to specific individuals) after your death. Trusted Contacts have no access to any of your information whilst you are alive.
A. The role of a Trusted Contact is to ensure that your wishes are carried out after your death. They will then have access to the information stored within your account to help organise your estate.
A. Once you have decided who you would like to be a Trusted Contact, you simply need to add their name and email address to the ‘Add Trusted Contact’ section of the website. We will then send an email to your Trusted Contact explaining that you have selected them to be your Trusted Contact and outlining their responsibilities. We will inform you when your Trusted Contact either accepts or declines your email.
A. Without Trusted Contacts, all the information stored within your account will remain there, out of reach of those who really need it. We recommend that you add a minimum of three to ensure that if you and one of your Trusted Contacts die at the same time (we hope this never happens), the information stored within your account can still be accessed by those who need it.
A. No. The position should not be confused with a legal executor listed in a will or any other legal position.
A. No, but having at least one of your Trusted Contacts as a nominated executor in your will ensures that they'll have access to the information contained in your will and your Keylu account, making life easier for those you leave behind.
A. Yes, you have complete control over your Trusted Contacts. You can add or delete Trusted Contacts in the Trusted Contacts section of the website. If you delete a Trusted Contact, they will receive an email notifying them of the change. You can always add them again in the future if your circumstances change.
A. Your Trusted Contacts are not able to view any information within your account whilst you are still alive. They are only given access after we have verified your death.
A. No, these are completely hidden and will only ever be viewed by the individuals the messages were intended for.
A. Trusted Contacts were previously referred to as Account Executors. We changed the name to Trusted Contacts to reduce the risk of any potential confusion with the legally recognised executors of an estate.
A. A Professional Contact is someone you have a professional relationship with who handles legal or financial affairs for you, such as an accountant, IFA, or solicitor.
A. When a Trusted Contact notifies us you have passed away, we supply the details of all Professional Contacts on your account to your Trusted Contacts so they know who to contact regarding your affairs. We also notify your Professional Contacts that we have verified your death so they are prepared to hear from your Trusted Contacts.
A. No. Professional Contacts never have access to your account.
A. No. We share your Professional Contact details with your Trusted Contacts. Not the other way around.
A. Simply supply their details in the Professional Contacts section of the website and we send them an email informing them of your request and outlining how it works. We will inform you when your Professional Contact either accepts or declines your request.
A. Yes, you have complete control over your Professionl Contacts. You can add or delete them from the Professional Contacts section of the website at any time.
A. For members of Keylu who are based within the UK the account will be verified through our Official Verification process - Using information supplied by your Trusted Contacts, Keylu will contact the General Register Office (GRO) where your death is registered in order to verify it. We aim to verify death and make the contents of an account available to trusted contacts 72 hours from the first notice we receive.
For members of Keylu who are based outside of the UK the account will be verified through our Trusted Contact Verification process. This process will require at least 2 of your Trusted Contacts to notify us with corroborating information. After a period of 72hrs from the first notice we receive, your account will be released to all Trusted Contacts
A. The information within your account will be made available for your trusted contacts to download. Keylu will hold the data for 12 months from the date of being notified of your death. After this period all data and your account will be permanently deleted.
Your Keylu account is built around 3 key concepts
A. Keylu allows you to Organise, Plan and Store your important legal and financial documents (Will, Bank Accounts, Life Insurance, LPA's, Stocks and Shares etc.). You may also choose to use your account to store information related to your utility bills, memberships, car insurance. You can store anything that your next-of-kin will need to organize your estate. The level of information and detail you place in your account is up to you!
A. If you have a Premium Account with Keylu, you can store as many files as you like. However, your Keylu account is not intended to be used for storage of your entire photo album, movie and music collections and we operate a fair use policy which will kick in if you exceed certain thresholds.
A. You can add a digital copy of this to your account, however this can only be accessed by your Trusted Contacts after your death (we know... it's not much use by then). You need to have a conversation with your family members regarding your DNR wishes, so that they know your wishes and also where your DNR is kept. We are building a solution to this, and will let you know when it's live.
A. During our lifetime, we build up a collection of belongings, some of which hold far more sentimental than financial value. These items are often too small to be added to a will, but this doesn't mean that they are not just as important. These could include a cherished item of jewellery, a family heirloom or something as simple as an old leather jacket, that you know your friend would love.
A. No. It is simply an expression of wishes to help your next-of-kin deal with your estate. If you want it to become a legal document, you will need to create a 'Letter of Instruction' and formally add to this your Will.
A. Our platform allows you to create an expression of wishes with regards to leaving a gift to a charity. This information will then be made available to your Trusted Contacts to act upon after your death.
A. No. It is simply an expression of wishes that we hope your family will use when dealing with your estate. If you want it to become a legal document, you will need to add this information to your will.
A. No. The messages are not viewable by anyone except the person you created if for. They will only receive access to this message when your death has been verified.
A. As soon as we have verified your death, an email is sent for each person that you left a message for. They will need to create an account if they don't already have one, then sign in. They can then download the message to keep forever.
A. Planning your own funeral is a great way of ensuring that your send-off is a celebration of your life, and will relieve family and friends of difficult decisions at a painful time. You can start by adding your favorite songs, readings and dress code, and when ready decide whether you want a burial or cremation. It's a final act of unconditional love.
A. A 'Bucket List' is a list of experiences or achievements that a person hopes to have or accomplish during their lifetime. The great thing about starting your own, is that you are far more likely to turn these dreams into a reality. If you don't manage to tick off all the items on your Bucket List we can (if you wish) pass it on to your Trusted Contacts who can achieve these items on your behalf. The Bucket List feature is only available as part of the Premium Package.
A. You can delete your account by going to the Billing page under Profile & Settings and clicking the Delete Account Delete Account button. Deleting your account will result in all data and information stored being permanently deleted. If you have accepted a request from other users to be a Trusted Contact, we will notify them that you have declined their request.
A. No. Once an account is deleted the data cannot be recovered.
A. To downgrade your account, go to the Billing page under Profile & Settings and click on the button to Downgrade your account. Once you have done this you will continue to have access to Premium features until either the end of the current billing period or after 30 days, whichever is the longer.
A. If you decide to downgrade from a Premium Account to a Free account, you will continue to have access to Premium features until either the end of the current billing period or after 30 days, whichever is the longer. After this period all data under Premium features will be permanently deleted.
A. If you have registered for a Free Account with Keylu there is no cost. If you have a Premium membership, the monthly cost will reflect the terms of the subscription you signed up for. Our standard pricing can be found here
A. Keylu uses Stripe to process all payments. Payments are processed on pages hosted by Stripe. Your card details are never stored nor pass through Keylu systems.
A. If you experience any other issues or concerns when signing into your account please contact the Keylu team via the website customer support email.
If you still have any questions about Keylu, please contact us.