Find practical answers for signing in, uploading documents, sharing, reminders and your Care Card. If you still need help, contact Lyff Support.
Start with the questions below. For feature explanations and practical guidance, visit Lyff Lines.
Explore Lyff LinesAsk a question and find practical guidance from the Lyff knowledge base through our chatbot.
For account issues or anything that needs investigation, you can also contact Lyff Support.
Open the chat bubble on this page to begin.
Never enter your password, vault passphrase, Recovery Key, authentication codes or private document contents into chat.
Contact us about sign-in difficulties, billing, technical problems or something that needs investigation.
Contact Lyff SupportYour account password signs you in. Your vault passphrase unlocks your vault. The right next step depends on which one you need help with.
Use the password-reset option on the Lyff sign-in screen. Resetting your account password does not reset your vault passphrase or decrypt your vault.
Use Lyff’s vault recovery process with your Recovery Key. You must be signed in to your own account and complete MFA. After successful recovery, you can set a new vault passphrase.
The Recovery Key cannot open your vault on its own. Read about recovery and access.
Contact Lyff Support and explain which authentication step is failing and whether you have changed or lost your phone. Do not send your password, vault passphrase, Recovery Key or authentication codes.
Support will explain the available account-verification steps. Contacting support does not bypass MFA or give the team access to your vault.
No. Lyff staff cannot decrypt your private vault files. If you forget your vault passphrase, recovery requires your authenticated account, MFA and a valid Recovery Key. Keep your Recovery Key somewhere safe outside your vault.
Add documents from your phone or computer and keep track of expiry, renewal and review dates.
Your file is encrypted on your device before upload.
Select “Upload from your phone” on desktop to display the QR code. Scan it with your phone, sign in with your password and MFA, and complete the upload on your phone.
The QR code does not bypass sign-in.
Uploads currently support one file at a time, including desktop drag and drop. Combining multiple camera scans into one PDF and importing directly from Google Drive or Dropbox are not currently included.
If an upload fails, note the file type, size and error message and contact support. Please do not email the document itself.
Add an optional expiry, renewal or review date when uploading. Choose reminders 60, 30, 14 or 7 days before, or set a custom reminder date. The 60-day and 14-day options are selected by default. You can also choose “Repeat annually”.
After upload, the confirmation shows your reminders. Use Document details to change the date, edit reminders or turn them off.
Check the document date and selected reminder timings in Document details, check that reminders are enabled in Settings, and look in your email spam or junk folder.
Reminders cover the five documents in the 12-month Free plan and all documents on paid plans. No reminders are sent during the grace period. Reminder emails do not include file contents or sensitive details.
Appointing someone does not give them access to your whole vault. You choose access for each item.
A Guardian becomes Active after accepting your invitation and completing MFA. They can access only the items you deliberately Share Now with them, or items assigned to them that complete the Release Later process.
Items marked Private stay private. Guardian identity verification happens if they request release, not when they are appointed. Read about Guardians.
Share Now and Release Later are for your appointed Guardians or Custodians. Future Messages are separate: you can send a message and attachments to anyone by email on a date you choose, without giving them vault access.
Trusted roles, sharing and Future Messages require a paid plan. Read about sharing permissions.
They sign in to their own Lyff account and use the release-request process inside the platform. They must complete the required verification and provide supporting evidence.
After evidence is accepted, subscriber email and SMS notifications and a seven-day waiting period apply. You can sign in to stop an incorrect request. Final human review and approval by a different manager are required before assigned items can be released.
No. Lyff Check-In is a six-monthly reminder to review your information. Missing it does not release documents or automatically contact your Guardian or Custodian.
Your Care Card Emergency Profile is separate from your private vault. You choose which details are public.
Sign in to Lyff and follow the Care Card activation steps using your serial number, the activation code emailed separately after dispatch, and MFA.
Activation codes are single-use and valid for 90 days, with five attempts. Resending a code cancels the previous one. If you need help, contact support without sending your activation code.
Use Care Card management to pause the set or report it lost. Your wallet card and key tag share one QR code, so pausing the set affects both. Card-management changes require fresh MFA.
A replacement set costs $18. Follow the replacement instructions inside Lyff or contact support if you cannot access your account.
Anyone with the QR code or profile link can view the fields you have chosen to publish without signing in. The profile is encrypted at rest but is not zero-knowledge encrypted. It cannot open your private vault or its documents.
Editing your profile or changing your card’s status requires fresh MFA. Read about the Care Card.
Your Care Card can keep working after vault access ends, provided your account is retained and the card set remains active. Care Card management remains available. Deleting your account removes the Emergency Profile.
Choose a plan, review your subscription or understand what happens when vault access ends.
Free provides a vault for 12 months with up to five documents and optional document reminders. It does not include Guardians, Custodians, sharing or Future Messages.
Complete covers one adult, Complete Duo covers two and Complete Circle covers up to four. Each adult has their own private vault. Compare plans.
A 90-day grace period allows you to view and export your information or renew or upgrade. Reminder emails are not sent during this period.
Care Card management is separate and can remain available after vault access ends.
Review your subscription in Plans & Billing and read the current cancellation and refund terms. If a payment looks incorrect, contact support with the payment date and order or invoice reference. Do not send full card details.
Never send support your password, vault passphrase, Recovery Key, authentication codes or private vault contents. Describe the problem first. Hide personal information in any screenshot you share.
For account, billing or technical help, send a support request from the email address associated with your Lyff account where possible.
Account access, billing, troubleshooting and technical problems. Contact support when something needs investigation.
Feature explanations and practical guidance you can explore at your own pace. Visit Lyff Lines.
Optional paid guidance from a human team member for onboarding and vault setup. You perform the uploads and configuration. The Concierge uses demonstration materials and does not access your vault contents. Explore Concierge.
Can’t sign in? Having trouble with an upload? Unsure about a payment? Tell Lyff Support what is happening so we can help you find the next step.
For explanations of features and sharing choices, Lyff Lines is a useful place to start.
Prefer a quick question? Open the chat bubble for chatbot guidance from the Lyff knowledge base. Email Lyff Support for account or technical help.
