Digital Legacy: Dealing With Online Accounts
Most of us have dozens of online accounts, and after someone passes away those accounts need to be closed, memorialised, or moved into someone else's name. Every platform does it differently, which is why this page exists. There is no rush with any of it, and you may want to keep some accounts open for a while.
A few things worth knowing first
- Try not to log in using their passwords. It is understandable, but it can cause legal complications and usually breaks the terms of service.
- Do cancel paid subscriptions when you can, so the estate is not charged month after month.
- Their email account is often the best place to find accounts, subscriptions, and letters nobody knew about.
Google (Gmail, YouTube, Drive, Photos)
What happens: Google's Inactive Account Manager lets people decide in advance what happens to their account. If your loved one did not set this up, you can still ask for access or for the account to be deleted.
How to proceed: Submit a request through Google's bereavement process. You will need proof of your own identity, the death certificate, and proof of how you were related. Google may share the account content with you, or close the account.
Google will not provide passwords. They may share some content but not all.
Facebook and Instagram (Meta)
What happens: A Facebook account can be memorialised, so the word "Remembering" appears beside their name and friends can still visit and leave messages, or it can be closed for good. Instagram works the same way.
How to proceed: Submit a memorialisation or removal request through Facebook's Help Centre. You will need proof of how you were related and a death certificate. If they named a "legacy contact", that person can look after the memorialised account.
Nobody can log in to a memorialised account, but friends can still see it. Many families find that a comfort.
Apple (iCloud, Apple ID)
What happens: Apple's Digital Legacy programme lets people name a Legacy Contact in advance. Without one, getting into the account needs a court order, which is a shame when there are photographs inside.
How to proceed: If a Legacy Contact was named, they can ask for access using their access key and the death certificate. If not, you will need a court order to send to Apple, and they will then release the account data.
Without a Legacy Contact, a court order really is the only route. A solicitor can help you with it.
Microsoft (Outlook, Hotmail, OneDrive)
What happens: Microsoft can pass account data to the next of kin, or close the account.
How to proceed: Contact Microsoft support with a death certificate, proof of your own identity, and something showing how you were related. It usually takes several weeks, so do not worry if you do not hear back quickly.
Microsoft will not share their password with you.
Twitter / X
What happens: Accounts of deceased users can be deactivated by a family member or authorised person.
How to proceed: Submit a deactivation request through Twitter's Help Centre with proof of death and your relationship.
Twitter does not provide account access or data.
What happens: Profiles of deceased members can be removed or memorialised.
How to proceed: Use LinkedIn's online form to request removal. You need: the person's name, profile URL, your relationship, and a link to an obituary or death notice.
LinkedIn does not require a death certificate for removal requests.
PayPal
What happens: A PayPal account should be closed, with any remaining balance returned to the estate.
How to proceed: Contact PayPal's bereavement team with the death certificate and proof that you are the executor or administrator. They will close the account and transfer the balance.
Please do not withdraw the money using their login, however tempting. It can cause legal complications later.
Amazon
What happens: The account can be closed and any live subscriptions cancelled (Prime, Kindle Unlimited, and so on).
How to proceed: Contact Amazon customer service with the death certificate and an order number or the account details.
Digital purchases (Kindle books, music) are licensed and may not be transferable.
Common subscriptions to cancel
Bank statements are the quickest way to spot direct debits and recurring payments. Most subscriptions keep taking money until somebody cancels them.
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