If something isn't working, or you just aren't sure what you're looking at, reach out. You don't need to have tried everything first.
How to Reach Us
Chat. Available in the app on every account. Usually the fastest way to get a quick answer.
Phone. (385) 707-0082.
Email. [email protected]. We reply within one business day and usually much faster.
Whichever you use, include your name and your loved one's name so we can find the account.
Quick Fixes Worth Trying First
These resolve a surprising share of problems in under a minute, though there's no need to work through all of them before contacting us.
Refresh the page. Ctrl+R on Windows, Cmd+R on Mac.
Log out and back in. Clears session issues, especially if you're stuck returning to the same screen.
Hard refresh. Ctrl+Shift+R or Cmd+Shift+R, which bypasses a cached version of the page.
Try a private window. This sidesteps both cache and browser extensions, which is a fast way to find out whether an ad blocker is the culprit.
Try another browser or device. If it works elsewhere, the problem is local to that setup.
On a phone, also try switching between Wi-Fi and cellular, closing background apps, or restarting the device.
What Helps Us Fix It Faster
The more specific you are, the fewer rounds it takes. Useful details:
What you were trying to do. "I was uploading my father's death certificate."
What happened instead. "The progress bar reached about half and then froze, and after two minutes I got an upload failed message."
When. A date and rough time lets us check server logs.
Device and browser. "iPhone 15, Safari" or "Windows laptop, Chrome."
What you already tried. Saves us suggesting it again.
A screenshot. Genuinely the most useful thing you can send, especially for error messages.
Taking a screenshot
Windows: Windows + Shift + S to select an area
Mac: Cmd + Shift + 4 to select an area
iPhone: side button and volume up together
Android: usually power and volume down together
Blur or cover full Social Security numbers, full account numbers, and card numbers before sending. Names, dates, city and state, and email addresses are fine and help us locate your account.
What We Can Help With
Login and account access problems
Document uploads that fail or won't validate
Identity or death certificate validation issues
Questions about your search status
Anything about a specific account closure, including where it stands and what the institution has said
Bugs, error messages, and pages that don't work
Finding a feature or understanding what happens next
What We Can't Help With
Our team handles the platform and your account. We can't provide:
Legal advice. We prepare probate documents but aren't attorneys. For legal questions, talk to an estate attorney.
Tax advice. Talk to a CPA about the tax treatment of distributions or estate returns.
Financial advice. We can't recommend what to do with inherited money.
Guaranteed timelines from institutions. We chase them weekly, but we can't make a bank move faster than it moves.
Following Up
Reply to the existing email thread rather than starting a new one, so the whole history stays together. If you haven't heard back and it's been more than a business day, check your spam folder first, then reply to your original message.
For anything genuinely time-sensitive, such as a court deadline, say so explicitly and tell us the date. We'll prioritize it.