Frequently Asked Questions
Everything you need to know about our digital estate services.
Getting Started
What information do I need to get started?
Just the deceased person's name and primary email address. A phone number is optional but helps us find more accounts. You don't need a death certificate to start - we can begin discovery while you wait for paperwork.
Do I need to be the executor to use this service?
You need to have legal authority to manage the deceased's digital estate. This is typically the executor of the will, the administrator of the estate, or a close family member (spouse, child, parent). We ask you to confirm your authority when you sign up.
What if I don't have a death certificate yet?
That's completely fine. We can begin the discovery process and identify accounts immediately. Many platforms can be closed without a death certificate. For platforms that require one, we'll pause those requests until you have the certificate and can provide it to us.
How long does the process take?
Most cases are completed within 7 days. The discovery phase typically takes a few hours. Closing accounts can take 2-7 days depending on how quickly platforms respond. Some platforms (like Facebook memorialization) can take longer - we'll keep you updated.
Our Process
How do you find accounts?
We use specialized technology to check if an email address or phone number is registered on over 100 platforms. This includes social media, streaming services, shopping sites, email providers, cloud storage, subscriptions, and more. We don't need passwords to do this.
Do you need access to their email or passwords?
No. We don't need their passwords, and we don't log into their accounts. Our discovery process works externally. When we contact platforms to request closure, we do so as your authorized representative, providing death certificates and other required documentation.
What platforms do you cover?
We check over 100 platforms including Facebook, Instagram, Twitter/X, LinkedIn, Google, Apple, Microsoft, Netflix, Spotify, Amazon, PayPal, Uber, Airbnb, banking services, and many more. If you know of specific accounts not on our list, you can tell us and we'll add them to the case.
What's the difference between closing and memorializing?
Closing means the account is permanently deleted. All data is removed.
Memorializing (available on platforms like Facebook and Instagram) preserves the account as
a tribute. The word "Remembering" appears next to the name, no one can log in, but friends can still see
posts and share memories. You choose which option you prefer for each account.
Can you help with bank accounts or financial services?
We can identify online banking accounts and notify them of the death on your behalf, but financial institutions typically require you to work with them directly due to legal requirements around estate settlement. We provide you with details of any financial accounts we find so you can handle them appropriately.
Pricing & Payment
Is the $249 a flat fee or per account?
It's a flat fee for the entire case. Whether we find 5 accounts or 50, you pay the same price. There are no hidden fees or per-account charges.
What payment methods do you accept?
We accept all major credit and debit cards (Visa, Mastercard, American Express) via Stripe. Your payment information is secure and encrypted.
Can Aftercare be paid from the estate?
Yes. Digital estate management is a legitimate estate administration expense. If you're the executor, you can pay for Aftercare from estate funds, including superannuation death benefits paid to the estate. We recommend discussing with your solicitor if you're unsure.
Can I use superannuation to pay for The Vault?
If you have a terminal medical condition (certified by two doctors, with life expectancy under 24 months), you can access your superannuation tax-free under Australian law. There are no restrictions on how you use these funds. Contact your super fund directly to arrange access. Read more about planning ahead.
Do you offer refunds?
If we're unable to find any accounts (very rare), we'll refund your payment in full. Once we've begun working on account closures, we can't offer refunds as the work has been completed.
What's the difference between Aftercare and The Vault?
Aftercare ($249) is for families managing a loved one's estate after they've passed.
The Vault ($299 lifetime or $99/year) is for planning ahead. You register your own accounts,
nominate an executor, and when the time comes, your executor notifies us and we handle everything.
The Vault includes full Aftercare service.
The Vault
How does The Vault work?
You sign up and register your online accounts, telling us what you want done with each one (close, memorialize, download data first, etc.). You nominate an executor - they receive an email explaining what to do when the time comes. You can update your account list anytime. When your executor notifies us with proof (death certificate), we handle everything.
What does my executor need to do?
Very little. When the time comes, they simply contact us with a death certificate. We already have your account list and instructions, so we can begin immediately. They don't need to search for accounts or figure out how to close them - that's our job.
Can I change my executor?
Yes. You can log in and update your executor at any time. The new executor will receive a notification email explaining what to do.
Is my information secure?
Yes. Your data is encrypted both in transit and at rest. Access instructions for password managers are only shared with your executor after activation. We follow strict data protection practices and will never share your information with third parties.
Privacy & Security
Is my data secure?
Yes. All data is encrypted in transit (HTTPS) and at rest. We use industry-standard security practices and don't share your information with third parties. We're an Australian company subject to Australian privacy laws.
What do you do with the information after the case is closed?
We retain case records for legal compliance purposes (7 years as required by Australian law). After this period, records are securely deleted. You can request deletion of your data at any time, subject to legal requirements.
Who can see my case information?
Only you (or your executor for Vault cases) and our team. We don't share case information with anyone outside our organization except as required to close accounts (e.g., providing death certificates to platforms).
Still Have Questions?
We're here to help. Get in touch and we'll respond as quickly as we can.
Email Ushello@itshandled.au