Help

TLW-TDDUP is organised around two journeys, shown as two cards on your dashboard.

Your Life covers everything that matters while you’re still here — your story, your health, your wishes if you lose the ability to speak for yourself. Dementia planning, illness preferences, DNR wishes, life guidance, and your personal history all live here. The people you trust can access this while you’re alive but incapacitated.

Your Legacy covers everything that needs to be found and acted on after you’re gone — your will, bank accounts, property, investments, digital credentials, and final arrangements. This is where executors, co-holders, and ICE contacts come in.

You can add items to either journey at any time. Click a journey card on the dashboard to see its categories, then click any category to add or view items.

Your vault has nineteen categories across two journeys. Each has its own default sensitivity level — high-sensitivity items require extra confirmation in dual-control mode.

Your Legacy categories: Will & Legal Documents, Document Storage, Property, Bank Accounts, Debts Owed, Shares & Holdings, Companies Dealt With, Own Business Entities, Digital Credentials & Access, Other Assets, Pet Care & Directives, Life’s Celebrations, Pre-arranged Funeral Disclosures.

Your Life categories: My Life Story, My Ancestry, Illness Planning, Degenerative Conditions, Dementia Planning, DNR & Resuscitation Wishes, Life Guidance & Values.

Categories can be hidden if they don’t apply to you — go to Manage Categories to show or hide them. Hidden categories don’t appear in the dashboard but their data is still stored.

Each Your Life category is designed to capture information that helps others act on your behalf when you can no longer do so yourself — whether due to illness, injury, or death.

My Life Story — who you are as a person: childhood, family, career, achievements, what you want remembered. Invaluable for carers providing person-centred care.

My Ancestry — where your family comes from, cultural and religious background, traditions, languages, family stories, and family health history.

Illness Planning — current diagnoses, medications, allergies, specialists, hospital preference, private health details, and who to call first.

Degenerative Conditions — for progressive conditions like Parkinson’s, MS, or MND: expected progression, escalation triggers, what care you want at each stage, and who takes over decisions.

Dementia Planning — daily routine, familiar faces, what comforts you, what distresses you, food preferences, and what you want carers to know about you as a person. Write this while you still can.

DNR & Resuscitation Wishes — CPR preferences, ventilation, artificial nutrition, palliative care wishes, and whether formal directives are in place. Jurisdiction-specific guidance is included — what is legally required varies significantly between Australia, the UK, the US, Canada, and other supported countries.

Life Guidance & Values — what makes life worth living to you, your quality of life threshold, letters to loved ones, wisdom you want passed on, and how you want to be remembered.

All Your Life categories support the AI guided session, voice and video recording, and printable practitioner forms. See the relevant sections below.

For My Life Story and My Ancestry, instead of filling in a form you can have a conversation. The AI guide asks one gentle question at a time, acknowledges what you share, and builds a written narrative from your answers.

To start a guided session, go to Your Life, click My Life Story or My Ancestry, and click ✦ Start AI guided session. You can also click Add item and the guide banner will appear at the top of the form.

After 8–10 exchanges the guide offers to summarise what you’ve shared into a written document. Review it, make any changes, and click Save to vault — it is encrypted and stored as a vault item automatically.

You can run a guided session as many times as you like — each one saves as a separate item with its own date, so you can build up a complete picture over time.

Any Your Life category item — and Celebrations — supports an inline voice or video recording. Use it to say in your own voice what you’ve written, to record something you find difficult to type, or simply to leave your family something more personal than text.

When adding or editing an item, you will see a Record a message panel below the file attachment section. Choose audio or video, click Start recording, and grant microphone or camera permission when prompted.

After recording, you can preview it before attaching. Click Attach to item to save it, or Discard & re-record to try again. The recording is encrypted and stored as the item’s file attachment — the same way any other uploaded file is stored.

One recording per item. If you want multiple recordings, create separate items — for example, a separate Life Story entry for each period of your life.

For five Your Life categories — Illness Planning, Degenerative Conditions, Dementia Planning, DNR & Resuscitation Wishes, and Life Guidance — you can generate a printable practitioner form directly from the item.

Open the item and click 🖨 Print practitioner form. A formatted HTML page opens in a new tab with a print button at the top. Print it or save it as a PDF using your browser’s print dialog.

The form pre-fills from what you’ve entered in the vault and includes:

· A jurisdiction-specific title and legal status notice — what is and isn’t legally binding varies significantly between countries. The form is clear about this.
· A practitioner acknowledgement block with the correct signature fields for your jurisdiction (GP provider number in Australia, GMC number in the UK, NPI in the US, and so on).
· A declaration for the practitioner to sign confirming they have discussed the document with you.

Take the printed form to your GP, specialist, or solicitor (depending on the category). Once they have signed it, scan it and upload it back to the same vault item using the Signed / ratified document section that appears below the Save button. It will be encrypted and stored alongside your item data.

The form automatically uses your jurisdiction — set under Settings → Location & jurisdiction. If your jurisdiction is not listed for a particular form, the Australian version is used as a fallback.

Living Care Access lets you give specific people read-only access to your Your Life categories while you are still alive — for use if you become incapacitated and can no longer communicate your wishes yourself.

This is completely separate from ICE access (which is for after death) and co-holder access (which covers the whole vault). Living Care Access is read-only, limited to Your Life categories only, and the owner is notified every time it is used.

To set it up: go to Contacts, open a contact, and enable Living Care Access for them. They will receive an email explaining exactly what they can and cannot see.

How it works: when your contact needs to access your care plan, they go to /care/request, enter your email address and their own, and a secure 24-hour access link is emailed to them. You are notified immediately. When they use the link, you are notified again.

The access link expires after 24 hours. Your contact can request a new one at any time — each request notifies you. You can revoke a contact’s Living Care Access at any time by editing their contact record, or revoke an active session under Settings.

Living Care Access does not give access to Your Legacy categories — bank accounts, the will, property, or any financial information. That remains completely separate.

Click any category in Your Life or Your Legacy to open it. Click Add item to create a new one.

Each category has pre-set fields relevant to that type of information — for example, Bank Accounts has BSB, account number, and institution fields already labelled. You can add or remove fields freely. The field name and value are both encrypted.

Field names in Your Life categories are tailored to your jurisdiction — the right terminology for your country appears automatically. Set your location under Settings → Location & jurisdiction.

You can attach a file to any item — up to 20MB, encrypted the same way as the rest of the item. For Your Life categories you can also record audio or video directly in the form.

Items are saved with a full version history — every save creates a snapshot you can view later. Open an item and scroll down to Version history to see previous versions.

The guided setup wizard walks you through the most important categories one by one, prompting you with questions and suggestions. It’s a good way to get started if you’re not sure where to begin.

Access it from the dashboard via Guided setup →. You can stop and resume at any time — progress is saved.

The will template wizard guides you through creating a draft will document covering executor appointments (sole or joint, jointly and severally or jointly only), guardianship, specific gifts, residuary estate, funeral wishes, and organ donation.

The template adapts to your jurisdiction — legal requirements, witness rules, signing instructions, and storage guidance are all specific to Australia, New Zealand, the UK, the US, Canada, Ireland, Singapore, and South Africa.

The output is a draft only — it must be reviewed by a solicitor and properly executed (signed and witnessed) before it has any legal effect. The wizard makes this clear at every step and includes a detailed Next Steps section in the generated document.

Access the will template from Your Legacy → Will & Legal Documents → 📄 Will template, or directly from the dashboard card.

Every time you save an item a snapshot is taken. For Will & Legal Documents this means you can track every version of your will entry over time.

Open a will item and scroll down to Version historyto see previous versions with dates. Click any version to view the field values at that point in time.

Go to Manage categories from the sidebar to hide categories that don’t apply to you. Categories are organised by journey — Your Life and Your Legacy — and can be dragged to reorder within each group.

You can only hide a category if it has no items in it. To hide a category with items, move or delete those items first.

There are three access modes, set under Settings → Access mode.

Single — only you can sign in. The simplest setup, suitable for personal use where no one else needs regular access.

Delegated — you or a co-holder can sign in independently. Either party can read and edit the vault without the other’s involvement. Suitable for couples or business partners who both need routine access.

Dual — high-sensitivity items require both parties to confirm before they can be opened. This happens asynchronously — one party requests access, the other approves it (or it times out and is declined). Lower-sensitivity items remain accessible normally.

Changing access mode requires your current password and 2FA code to confirm.

A co-holder is a second person with their own login — a partner, family member, or trusted individual who needs regular access to the vault. Co-holders are separate from ICE contacts and Living Care contacts, who access the vault differently.

Add a co-holder under Settings → Co-holders. Their credentials (temporary password and QR code) are shown once only immediately after creation — pass them on straight away. If they are lost, remove and re-add the co-holder to generate new ones.

In Dual access mode, opening a high-sensitivity item triggers a disclosure request. The other party receives a notification and must approve before the item is shown.

Requests can be approved or declined. If the other party doesn’t respond within the configured window, the request lapses. The requesting party can try again.

This is designed for items that are sensitive enough to warrant mutual awareness — not to prevent access in a genuine emergency, but to ensure both parties know when sensitive information has been accessed.

The continuity switch lets you set a regular check-in schedule. If check-ins stop — because you are no longer able to do them — it can be configured to notify your ICE contacts that something may have happened.

Set it up under Settings → Continuity switch. Choose how often you want to check in (every 2 weeks, 30 days, 60 days, or 90 days). Check in from the same settings screen whenever prompted.

This is a notification mechanism only — it does not automatically grant access to the vault. Access still requires the ICE request process described below.

Video messages are pre-recorded messages for specific contacts — things you want to say to someone after you’re gone, or instructions you want delivered at a specific time.

Record a message under Video messages in the sidebar. Assign it to a contact. The message is encrypted and stored until it is released — either when your ICE contact requests vault access after your passing, or on a specific calendar date you choose.

Video messages are separate from the recordings you can attach to vault items. Item recordings are accessible whenever the item is accessed; video messages are held until release conditions are met.

Contacts are the people who matter — family, friends, your solicitor, your executor, your GP. Storing them here means whoever accesses your vault knows exactly who to call and why.

You can give contacts two types of vault access — these are independent and a contact can have either, both, or neither:

Living Care Access — read-only access to Your Life categories, usable while you are alive. See the Living Care Access section above.

ICE Access — time-delayed access to Your Legacy categories, activated after death or a continuity switch trigger. See below.

ICE (In Case of Emergency) access lets named contacts request access to your Your Legacy categories after you pass away or your continuity switch triggers.

To enable ICE access for a contact, open their record in Contacts and tick ICE access. They will receive an email explaining what this means — that they can request access to your estate information in a genuine emergency, and that you will be notified of any request while you are able to respond.

When a contact requests ICE access, you receive a notification with a window to decline. If you take no action within that window, access is granted. If you decline, the request lapses and the contact can see that it was declined.

ICE access covers Your Legacy categories only — bank accounts, the will, property, and estate information. It does not automatically include Your Life categories, which are managed separately through Living Care Access.

Set a review cadence under Settings → Review reminders— monthly, quarterly, every 6 months, or annually. Items that haven’t been opened within that window appear in the dashboard’s focus panel.

A will that hasn’t been reviewed since a marriage, a birth, or a significant asset change is a common problem. Review reminders exist to prevent that.

Field-level encryption. Every sensitive field is encrypted before it leaves your browser, using AWS KMS envelope encryption with AES-256-GCM. The database stores ciphertext — not your information.

Two-factor authentication. TOTP-based 2FA is mandatory from signup. There is no way to disable it — it is not an optional toggle.

Session security. Sessions use short-lived HTTP-only cookies. If your session expires, API calls return silently rather than exposing an error — which can look like missing buttons or empty lists. Sign out and back in to refresh your session.

Audit trail. Every access, every change, and every emergency request is logged. Nothing happens silently.

Data residency. Encryption keys are managed in AWS Sydney (ap-southeast-2). Data is stored in Neon PostgreSQL. No data is processed outside Australia for Australian users.

Living Care sessions. Care access tokens are single-use, 24-hour, and tied to a specific email address. Every use notifies the vault owner. Sessions can be revoked at any time.

TLW-TDDUP is USD $40 per year — one plan, no tiers. Your trial is 14 days and doesn’t require a card up front.

Subscribe from Settings → Billing & subscription. Enter a promo code there if you have one, or it can be applied during checkout on the Stripe page. A 100% discount code activates your subscription immediately without going through Stripe.

Manage your subscription, update your payment method, or download invoices via Manage billing & invoices → in the same settings section.

Most issues come down to a small number of causes. Work through these before assuming something is broken.

Buttons or content not appearing — Add item, Save, or other controls missing

This almost always means your session has expired. When it expires, API calls silently return “not signed in” and the page can’t load its data — which looks like missing buttons or a blank list rather than an obvious error. Fix: sign out (bottom of the sidebar) and sign back in.

Your Life categories not appearing

If you signed up before the Your Life journey was added, run this in your browser console while signed in to seed the missing categories:

fetch('/api/vault/categories', { method: 'POST' }).then(r => r.json()).then(console.log)

Recording not working

The recorder uses your browser’s built-in MediaRecorder API. If it fails to start, check that you have granted microphone (and camera for video) permission to the site in your browser settings. On iOS, recording requires Safari — other browsers on iOS may not support MediaRecorder.

2FA code not accepted

TOTP codes are time-based — your device’s clock must be within 30 seconds of the correct time. Re-sync it: iOS: Settings → General → Date & Time → Set Automatically. Android: Settings → General management → Date and time → Automatic date and time. If you’ve lost your authenticator app, use Forgot your password? on the login page — it resets both your password and authenticator together.

Practitioner form shows wrong jurisdiction

The form reads your jurisdiction from Settings → Location & jurisdiction. Update it there, then sign out and back in — the form will then use the correct country.

Living Care access link not arriving

Check the contact’s spam folder. The email is sent via ClickSend from a Hindle Consultants sender address. If it genuinely didn’t arrive, the contact can request again — each request generates a fresh 24-hour link.

A category I expect isn’t showing

New categories are added periodically and need to be synced to your account. Go to Your Life or Your Legacy and click ↻ Sync missing categoriesat the bottom of the page.

Still stuck?

Signing out and back in is always a safe first step. If the problem persists, note what page you were on and what you were trying to do, and contact support.

The Pre-arranged Funeral Disclosures category under Your Legacy stores everything your executor and family need to arrange your funeral — whether you have a pre-paid plan in place or simply want your wishes clearly recorded.

Fields include: funeral director and contact details, pre-paid plan reference number and amount covered, type of service, burial or cremation preference, preferred venue, celebrant or officiant, music requests, readings, flowers, dress code, attendees, wake arrangements, obituary wishes, memorial or headstone preferences, charitable donations in lieu of flowers, organ donation registration, and executor notification details.

Pre-paid plans: Record the reference number and provider name here. In Australia, pre-paid funeral funds must be held in trust — confirm your provider is registered. In the UK, use an FCA-regulated provider. Tell your executor the plan exists and where the paperwork is kept.

Why it matters: Funerals are typically arranged within 5–7 days of death. Without clear instructions, families face difficult decisions under pressure. Recording your wishes here means the right people can find them fast.

If this category doesn’t appear in Your Legacy, scroll to the bottom of the Your Legacy page and click ↻ Sync missing categories.

The Vault Book generates a single printable document covering every item across both Your Life and Your Legacy. It is designed for periodic review — print it, read through it, confirm it still reflects your wishes, and store it securely.

Open the Vault Book from the dashboard by clicking 📖 Vault Book (top right, next to Guided setup). It opens in a new tab. Use your browser’s print dialog to save it as a PDF or send it to a printer.

The Vault Book includes: a cover page with your name, date of birth, address, and jurisdiction; a confidentiality notice; your full Your Life section; your full Your Legacy section; every item’s fields and recorded responses; file attachment notes; and a generation date footer.

What it is not: The Vault Book is a review and storage document — not a legally binding instrument. Specific directives (DNR, dementia plan, will) remain subject to their own legal requirements. Use Practitioner Forms for documents requiring a professional signature.

Keep the PDF in a secure location. Consider giving a copy to your executor, solicitor, or GP alongside the relevant signed practitioner forms.

If you signed up before new categories were added, they won’t appear automatically. Use the sync function to add missing categories without affecting existing items.

Go to Your Life or Your Legacy and scroll to the bottom. Click ↻ Sync missing categories. The page reloads with any new categories added. Syncing is safe to run multiple times — it only adds categories that don’t already exist for your account.

Alternatively, from the browser console while signed in:

fetch('/api/vault/categories', { method: 'POST' }).then(r => r.json()).then(console.log)