Frequently Asked Questions

What is My Life Vault?
My Life Vault is a digital platform designed to help you safeguard, organise, and share your important information. It's a tool for managing both everyday administrative tasks and critical, time-sensitive matters, while also providing a space to preserve and cherish significant life events.

How does it work?
My Life Vault operates on a Software as a Service (SaaS) model. To begin, each user creates an account using their email address, a password, and a unique Secret Code.

Why do I need to verify my email account?
Email verification confirms that you are the legitimate owner of the email address you provided, which helps us provide better support. Once verified, you won't need to repeat the process unless you decide to change or update your email address. This security measure also prevents unauthorised individuals from creating a My Life Vault account using an email they don't control. During the sign-up process, you'll be prompted to verify your email. A verification email containing a 6-digit code will be sent to your inbox. Simply copy or remember this code and enter it into My Life Vault to complete the verification.

Why do I need a password and a Secret Code?
Your Secret Code adds an extra layer of protection, working in conjunction with your password to ensure the absolute privacy of your information. Think of it as the key to your personal safe deposit box. Without this key, the safe remains locked. Your Secret Code is so confidential that only you possess this knowledge. This gives you complete ownership and authority over your vault and its contents. However, this also means you are solely responsible for keeping your Secret Code secure. This code will be required when logging in from a new device and periodically to confirm your identity. If you misplace your secret code, you will permanently lose access to your account; neither My Life Vault nor anyone else can retrieve it for you. Unlike some blockchain and cryptocurrency platforms, My Life Vault lets you select your own Secret Code. It must be 10 characters, combining uppercase and lowercase letters with numbers. It is highly recommended that you store a copy of your Secret Code with a trusted individual (such as a solicitor or legal representative with secure storage) or in a secure offline storage device. For details on our security infrastructure, please click here.

Does My Life Vault replace my legal documentation?
My Life Vault is not a substitute for legally binding documents. It does not replace or override any official medical, financial, or will and testament documents. If you do not have a current will, consulting with a legal professional is advised.

What happens to my information if I stop paying for My Life Vault?
Vaults are free of charge and yours for life.

How do I cancel my subscription

Cancel your subscription from the Subscriptions menu option.

Upon confirmation, your subscription will be cancelled, and your data will be permanently deleted. This information will be irretrievable; however, you're welcome to create a new account later.

For vault holders, if your credit card expires, My Life Vault will notify you of the failed payment. Your data will be held for 30 days, and we will attempt to contact you during this period to encourage you to update your payment information to maintain your vault or download your data and cancel your subscription. If you're facing financial difficulties and require assistance maintaining your vault, please contact us at info@mylifevault.io.

How do I report an issue or technical problem with my account?
At My Life Vault, we value your feedback and are committed to providing you with a positive experience. To report an issue:

Email us at info@mylifevault.io.

We'll do our best to respond immediately or within 24 hours during busier times.

Can I suggest a new feature?
We highly value your input! Please feel free to email us your suggestions at any time.

What is the cost of a subscription?
Premium Vaults are available with monthly or annual billing options from the main page on the website.

Can I upgrade/downgrade my subscription?
Upgrading to a Premium Vault is possible anytime by selecting "Upgrade" in your Vault Account Menu. Downgrading your Vault is also available at your convenience.

Can I swap between monthly and yearly subscriptions?
Switching from an annual subscription to a monthly one is not possible before the annual plan expires. However, transitioning from a monthly to an annual subscription can be done at the end of the current month.

Can I cancel my subscription?
You have the option to cancel your Vault account at any time.

Can I request a refund?
Monthly subscriptions can be cancelled at any time. Refund requests must be made within 30 days of the initial purchase. Refunds outside of this 30-day period are not available; however, please contact our support team at info@mylifevault.io to discuss how we can assist you.

What happens if my credit card expires?
If your premium vault credit card expires, My Life Vault will notify you of the failed transaction. We'll retain your data for 30 days and attempt to contact you daily during that period to encourage you to update your payment information to maintain your vault or download your data and cancel your subscription. If you're experiencing financial hardship and need help maintaining your vault, please contact us at info@mylifevault.io.

What Does My Subscription Include?
Details about Emergency Vault and Premium Vault features can be found here.

How do I reset my password?
To reset your password:

1. Select "Security" from the main menu within your vault, then select "Change Password"; or
2. From the login page, select "Forgot Your Password" and follow the instructions to reset your password (this will not reset your Secret Code).

How do I get support for my Vault?
Support requests can be submitted through any of the following channel:

• Email: info@mylifevault.io

My Life Vault Support operates 24/7. Support requests will be addressed within 24 hours.

Is my vault truly safe and secure?
Absolutely. The security of your vault is our top priority. We employ cutting-edge digital security measures, and our platform is built on Privacy-by-Design principles. Learn more about these principles here.

We understand that entrusting your critical information to any organization requires significant trust. That's why the My Life Vault securty team is managed by an expert with over 10 years in the cyber security industry.

Our world-class personal privacy and security infrastructure is designed to be so secure that only you can access and manage your data. We have no access to your personal information whatsoever, and we never read, analyse, or sell your data – indeed, we are technically unable to do so.

Unlike many other tech companies, you are our valued customer, not a commodity!

How do you secure the data in my vault?
Your username, password, biometric security, and multi-factor authentication protect your information on your devices. We utilize a private key encryption system with an added layer of security to ensure your information remains completely private. Your Secret Code acts as a key to your personal safe deposit box – without it, access is impossible!

Your Secret Code is so confidential that only you (human or machine) know it, giving you complete ownership and control over your life vault. Nominations you choose to add are linked to your vault at your discretion, with end-to-end encryption safeguarding your shared data while it's being transmitted.

Items you share are visible in your activity feed, and you can share your data for any duration, from one hour to indefinitely, with the ability to revoke access at any time. Further technical details about our security standards are available on request.

Why do I need to verify my email account?
Verifying your email address confirms your ownership of the email address, which is essential for providing effective support. Once verified, you won't need to do it again unless you change or update your email address. This process also prevents unauthorized individuals from creating a My Life Vault account using an email address they don't control. During onboarding, you'll be asked to verify your email. A verification email containing a 8-digit code will be sent to your inbox. Simply copy or remember this code and enter it into My Life Vault to complete verification.

Why do I need a password and a Secret Code?
Your Secret Code provides an additional layer of security, working alongside your password to guarantee the complete privacy of your information. It's like the key to your personal bank safe—without it, the safe cannot be opened. Your Secret Code is so private that only you know it. This gives you absolute ownership and control over your vault and its contents. However, this also means you're responsible for keeping your Secret Code secure. This code will be required when logging in from a new device and at various intervals to confirm your identity. If you lose your Secret Code, you will lose access to your account permanently, and neither My Life Vault nor anyone else can retrieve it. Unlike many blockchain and cryptocurrency platforms, My Life Vault allows you to choose your Secret Code. It must be 10 characters, combining uppercase and lowercase letters with numbers. It is highly recommended to store a copy of your Secret Code with a trusted individual (like a solicitor or legal representative with secure storage) or on a secure offline storage device.

Who is My Life Vault’s Payment Provider?
My Life Vault payments are processed by Stripe. Your credit card information is transmitted directly to the payment processor over encrypted connections. Your credit card details are never stored or logged in the My Life Vault database.

How do I report an issue or technical problem with my account?
At My Life Vault, we highly value your feedback and are dedicated to ensuring a positive user experience. To report a problem at info@mylifevault.io.

We will strive to respond to your inquiry promptly, and within 24 hours at the latest, even during peak periods.

Can I suggest a new feature?
We are always eager to develop features that meet your specific needs. Please feel free to share your suggestions via email at info@mylifevault.io anytime.

Our Mission
At My Life Vault, our core mission is to empower and safeguard individuals and families, supporting them in achieving financial security, fostering family well-being, and ensuring personal health and safety. This is a significant undertaking, but it's one we're deeply committed to. Life's major events affect everyone, regardless of nationality, culture, age, gender, or religion. Helping people navigate these events is something we're truly passionate about. Life can be challenging, and our products and services are specifically designed to assist our customers through life's various experiences.

Our Company
My Life Vault's headquarters are located in London, UK, and we're supported by leading international experts in SaaS, deep tech security, and finance. The company was established in 2023 by Dan Vale and Steve Woodington, seasoned entrepreneurs. The My Life Vault team comprises experts in their respective fields, each dedicated to the success of My Life Vault as a world-leading, privacy-focused technology company that prioritises the customer and their data in every decision.