Once I've Gone is now Keylu
Once I've Gone is now Keylu

Support

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.

Privacy & Security

Q. Is my information ever shared with third parties/advertisers?

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

Q. How will Keylu use my information?

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.

Q. Why can’t I use a password to sign in?

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.

Q. What are the benefits of passwordless authentication?

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.

Q. Why do I need to enroll in Multi-Factor Authentication (MFA) for some things?

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.

Q. What is Multi-factor Authentication?

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.

Q. How secure is Keylu?

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.

Q. Where is my data stored?

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.

Q. Can the team at Keylu see my data?

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.


Trusted Contacts

Q. What is a Trusted Contact?

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.

Q. What is the role of a Trusted Contact?

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.

Q. How do you add a Trusted Contact?

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.

Q. Why do I need a minimum of Three Trusted Contacts?

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.

Q. Is a Trusted Contact a legal position

A. No. The position should not be confused with a legal executor listed in a will or any other legal position.

Q. Do my Trusted Contacts need to be the same people listed as the executors in my will?

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.

Q. Can I change my Trusted Contacts?

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.

Q. What information can my Trusted Contacts see whilst I am still alive?

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.

Q. Can my Trusted Contacts see the Messages I have left for people?

A. No, these are completely hidden and will only ever be viewed by the individuals the messages were intended for.

Q. What are Account Executors?

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.


Professional Contacts

Q. Who should be a Professional Contact?

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.

Q. What is the role of a Professional Contact?

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.

Q. Do my Professional Contacts have access to my account?

A. No. Professional Contacts never have access to your account.

Q. Are my Trusted Contacts details shared with my Professional Contacts?

A. No. We share your Professional Contact details with your Trusted Contacts. Not the other way around.

Q. How can I add a Professional Contact?

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.

Q. Can I change my Professional Contacts?

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.

Death Verification Process

Q. How do you verify an account holder has died?

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

Q. What happens to the information stored within my account after my death?

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.


Using our Platform

Q. How do I use Keylu to store my important information?

Your Keylu account is built around 3 key concepts

  • Organise
    • Record in a clean and straightforward way information about the myriad of accounts, memberships and policies you hold. For example mortgage, pensions, credit cards, bank accounts and so on.
  • Plan
    • Our plan section helps you look ahead and think about what you want to achieve now, and the things you’d like to happen after you’re gone. This includes features such as your Bucket List, Final Wishes, Messages, and Personal and Charity Gifts
  • Storage
    • Use our Storage feature to upload a digital copy of all files that are important to you, both now and once you’ve gone. This could be those “Kodak moments” - photos, videos, family recipes. A copy of all legal and personal documentation. This will give you the peace of mind that you have a digital backup protected against flood, fire and theft.
Q. What documents should I store within my account?

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!

Q. How many files can I upload to my Storage space?

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.

Q. I have a Do Not Resuscitate (DNR). Can I add this?

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.


Personal Gifts

Q. What items can I add to my list of 'Gifts'?

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.

Q. Are the 'Gifts' a legal document?

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.


Leave a gift to a charity

Q. How do I leave a gift to a 'charity'?

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.

Q. Is this legally binding?

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.


Messages

Q. Can my Trusted Contacts see all of Messages I leave for others?

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.

Q. What happens to the Messages I've recorded when I die?

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.


Final Wishes

Q. I want to plan my own funeral but don't know where to begin?

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.


Bucket List

Q. What is a Bucket List?

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.


Account Management

Q. How do I delete my Account?

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.

Q. If I delete my account and then decide to re-open my account will my data still be there?

A. No. Once an account is deleted the data cannot be recovered.

Q. I'm a Premium user and I want to stop paying for my account?

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.

Q. If I decide to downgrade from Premium to a free Keylu Account, will my data still be available?

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.


Billing

Q. Is there a cost to use Keylu?

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

Q. How do we process your payments?

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.


Trouble Signing In

Q. What can I do if I'm having trouble signing in?

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.


Still have a question?

If you still have any questions about Keylu, please contact us.