How can we help?

Lyff is a secure digital vault for the important information in your life, a place to store the documents, wishes and details your family or trusted people might need, organised and accessible when it matters. You don't need a family to use it. Lyff works just as well if you live alone, if you want to make things easier for a single trusted person, or if you're simply tired of being the only one who knows where everything is.

Think of it as a very organised, very secure space that lives online instead of in a filing cabinet or a folder on your desktop. When you add a document or fill in information, it's encrypted before it's stored, scrambled into a format that can't be read without your credentials. Only you, and the people you explicitly choose to share access with, can open it.

Absolutely. You can nominate a Lyff Guardian, a trusted friend, sibling, neighbour or anyone else you choose, who can only access what you share with them, and only when you decide it's appropriate. Getting organised is a gift to your future self as much as anyone else's.

A folder or an email doesn't know who should see what, or when. Lyff lets you set exactly who gets access to which parts of your vault and under what circumstances, whether that's straight away, on a specific date, or only if something happens to you and it's been properly verified. It also actively watches out for you: the Inactivity Safeguard checks in periodically and only unlocks Guardian access if you genuinely can't be reached, rather than leaving everything sitting in an inbox indefinitely.

Select Get Started from lyff.com.au and enter your name, email and a password. You'll then be guided through setting up two-factor authentication, which is required on every account before you can access your vault. The whole process takes a few minutes.

There's no right order, but most people start with the things that would be hardest to replace or hardest for someone else to find: identification documents, insurance policies, and key account details. From there, you can build it out at your own pace across all 10 vault categories.

Not at all. Your vault is designed to grow over time. A half-finished vault is still far more useful to the people who might need it than nothing at all, so add what you can now and come back to the rest when it suits you.

Yes. Lyff works in your mobile browser today, and biometric sign-in with Face ID or Touch ID is supported wherever your device offers it, so you're not typing a password every time.

Your vault is organised into 10 categories covering the documents, wishes and details most people need to keep track of, things like identification, legal and financial documents, insurance, medical information, and account passwords. Complete and Family plans also support care directives.

On the Free plan you can store up to 5 documents at 5MB per file, within 500MB total storage. Complete gives you unlimited documents (subject to a fair usage policy) and 5GB of storage. Family gives you unlimited documents and 25GB shared across up to 4 individual vaults.

Lyff supports PDF, Word documents, JPG and PNG images, and common spreadsheet formats. If you're not sure whether a file will work, the upload screen will tell you straight away rather than failing silently.

Yes, at any time. You're always in control of your own vault content while your account is active, and you can update, replace or remove documents whenever your circumstances change.

You do, entirely. Each item in your vault has its own Sharing Setting, so you decide, document by document, whether something stays private to you, becomes visible to a Guardian or Custodian straight away, or only unlocks for them on a date you choose or once the Inactivity Safeguard has verified something has happened to you.

Go to People in your vault and select Invite Guardian. Enter their name and email, and they'll receive an invitation to accept the role. The Guardian relationship only takes effect once they've accepted.

Only the Guardian folder you've set up for them, nothing else in your vault. Depending on how you've set the Sharing Setting for each item, they might see it as soon as they accept, or only once the Inactivity Safeguard has verified that something has happened to you. It's entirely your call, item by item.

Same process as a Guardian, from People in your vault. Custodians are best used for professional relationships, like giving your accountant access to your financial records without giving them visibility of your medical or personal wishes.

Yes, at any time, from People in your vault. Removing someone immediately ends their access. Relationships change, and your vault should always reflect who you currently trust, not who you trusted five years ago.

It's a welfare check system built into Complete and Family plans that periodically confirms you're okay, and only progresses toward releasing Guardian access if you genuinely can't be reached and it's been properly verified. It's not available on the Free plan.

Our team reviews documentation such as a death certificate, or a medical certificate from a registered Australian medical practitioner in the case of incapacity, along with photo identification of whoever is making the request. This human review step exists specifically to protect against mistaken or fraudulent triggers, nothing is released on the automated check-in sequence alone.

Yes. If you know you'll be somewhere hard to reach, overseas travel is the most common reason, you can pause it in advance from Settings so you don't trigger check-in contacts you can't respond to.

Your Guardian's access to the Guardian folder remains available for 12 months following verification, with reminder notices sent at 9 and 11 months. After 12 months, the vault is permanently deleted, giving families a clear, generous window to retrieve what they need.

A written or video message you create now and schedule for delivery later, either on a specific date, or on the condition that the Inactivity Safeguard has verified something has happened to you. Available on Complete and Family plans.

Yes. Date-scheduled messages deliver on the day you choose, regardless of your account status, so these work equally well for a future birthday, anniversary, or any other moment you want to plan ahead for.

Messages set to deliver on a verified trigger stay encrypted until the Inactivity Safeguard's verification process is complete, then are released to their recipient within 14 days.

Yes, for as long as your account is active and the message hasn't yet been delivered. You can update the content, change the recipient, or remove it entirely at any time.

Video messages are delivered as a secure link accessible for 90 days from delivery. We'd encourage recipients to download or save anything they want to keep within that window.

Everything in your vault is encrypted using AES-256, the same standard used by banks and government agencies, with a unique key for your account. Data in transit is protected with TLS 1.3, and two-factor authentication is required on every account.

No, not in the ordinary course of things. Your vault is protected by a managed encryption model with per-user keys, so Lyff staff can't browse its contents. In a limited circumstance, such as a verified identity recovery request from someone who's lost access to their account, a logged, multi-step administrative process can restore access, but this is restricted to authorised staff and fully auditable.

Entirely in Australia, on Amazon Web Services infrastructure in the Sydney region. Your vault content never leaves the country.

No. Your vault contents are never used for anything beyond providing the service to you, not for analytics, not for advertising, and not for training any machine learning or AI model.

You can use an authenticator app, SMS codes, or biometric sign-in like Face ID or Touch ID where your device supports it. Manage your 2FA setup any time from Settings, then Security. If you're switching phones, set up 2FA on the new device before removing it from the old one to avoid being locked out.

Free (5 documents, 500MB, no Guardians or Custodians), Complete (unlimited documents, 5GB, 1 Guardian and 2 Custodians, Future Messages and the Inactivity Safeguard), and Family (everything in Complete across up to 4 individual vaults, 25GB shared, 2 Guardians and 3 Custodians per member). Complete and Family are billed monthly, annually, or as a Long Term 5 Year Plan. All prices are in AUD and GST inclusive.

The 5 Year plan is a single, one-off payment, $545 for Complete or $1645 for Family, that covers five years of access at today's rate with nothing renewing automatically during that time. It works out to the same effective monthly cost as paying annually, so the real benefit is locking in your price and not having to think about it again for five years, rather than a discount.

The first 50 sign-ups get 50% off their first year on an annual Complete or Family plan, applied automatically at checkout, no code needed. It applies only to the first 12 months; standard annual pricing applies from the second year, and it isn't available on monthly billing or the 5 Year plan.

Yes. Police, firefighters, ambulance and paramedic staff, and ADF members and veterans get 25% off Complete or Family, ongoing. Households in an officially mapped bushfire, flood or cyclone prone area get 10% off, ongoing. Both are simple to apply for and don't require document verification, just an honest declaration of eligibility.

Your account moves to the Free plan for a fresh 12 months, so your vault isn't deleted straight away. If you haven't upgraded again by the end of those 12 months, your vault moves to view-only and you get a further 90 days to export or upgrade before anything beyond the Free plan limits is removed. See Account & Data below for the full picture.

A directory of professional service providers, such as estate lawyers, financial planners, insurance brokers and aged care providers, that you can browse if your vault throws up a gap you need expert help with, like not having a will.

No, never. We don't automatically share anything with a marketplace partner. If you choose to contact one, only the details you provide at that point are shared, and that's then handled under that partner's own privacy policy.

Partners pay a listing fee to appear in the marketplace, but listing isn't an endorsement of their services or qualifications. As with any professional you engage, it's worth doing your own due diligence before working with them.

Browsing the marketplace and contacting a partner is free through Lyff. Any cost for the actual service is between you and that professional, and is entirely separate from your Lyff subscription.

Yes, at any time, from Settings, then My Data & Export. You can download a full vault ZIP archive, a human-readable PDF summary, or a CSV of your activity history. We'd recommend exporting periodically regardless of your plans, it's good practice.

Cancelling a paid plan moves you to the Free plan for a fresh 12 months, your vault stays fully live and nothing is deleted. If you haven't upgraded again by the end of that period, your vault becomes view-only, and you get a further 90 days to export or upgrade before anything above the Free plan's limits is permanently removed. Your account itself isn't deleted at this point, it simply settles into the standard Free tier.

From Settings, then Account & Closure. This is a deliberate, separate action from simply cancelling a subscription. You'll get an email reminder to export anything you'd like to keep, and 30 days from that email before your data is permanently and irreversibly deleted.

No. Once the 30-day window after closure has passed, deletion is permanent and we don't retain copies of your vault contents. This is why we send that export reminder, and why it's worth exporting anything important before you ever get to that point.

First, double-check your email address and password, passwords are case-sensitive. If you've forgotten your password, select Forgot Password on the login screen. No email arriving? Check spam or junk first. If you've also lost access to your email account, contact us directly and we'll work through recovery options with you.

If you're using an authenticator app, check your phone's date and time are set to automatic, codes are time-sensitive and drift causes failures. Using SMS instead? Confirm you have signal and that the number on your account is current. If you can't access either method, use a backup code, and contact support if you've lost those too.

Check the file type is supported (PDF, Word, JPG, PNG, or common spreadsheet formats) and that it's within your plan's per-file size limit. If it still won't upload, try a different browser, and if the problem persists, contact us with the file name and type so we can investigate.

Ask them to check spam or junk first, invitation emails occasionally land there. Still nothing? Go to People in your vault, find their name, and select Resend Invitation. Worth double-checking the email address is correct before resending.

Email hello@lyff.com.au with as much detail as you can, including your device and browser if it's a technical issue. We aim to respond to all support enquiries within one business day.