Answers and guidance

The Basics

• What is HELAÜLOOM?

  HELAÜLOOM is a living legacy platform. You organise your financial life, documents, wishes, and personal story while you are here. When the time comes, the people you love receive clarity, not chaos.

• How is this different from a password manager?

  A password manager stores logins. HELAÜLOOM holds your whole life in context: who to call, what you own, what you wished for, and who you were. It is built for the moment your family needs answers, not just credentials.

• Do I need to be unwell or elderly to use it?

  No. HELAÜLOOM is for anyone who loves someone. Most members build their vault quietly, at their own pace, long before anything urgent happens.

• Can couples use one vault together?

  Yes. Couples link their two vaults, so each of you can see and add to the other's, and you build together and stay aligned.

Your Vault

• What goes inside my vault?

  Seven chambers: Financials, Assets, The Vault for credentials, Documents, Wishes, My Story, and the Legacy Vault for knowledge, recipes, trade secrets, and what you built. You add what matters. A Completion Score gently shows what is still missing.

• Who can see my vault while I am alive?

  You decide. Nominees you trust can have transparency while you guide them. Everyone else sees nothing until you choose otherwise.

• Can I export everything?

  Yes. Your data is yours. Export your full vault anytime. We organise. You decide.

• What if I stop paying?

  Your vault stays readable for 90 days so you can download it, and we remind you before anything happens. Your remembrance page and living biography stay free.

Nominees & Access

• What is a nominee?

  Someone you trust now. You nominate up to five people, depending on your plan. With two or more nominees, any two must confirm before your vault unlocks for those who receive after.

• When does my family get access?

  After nominee confirmations and a 72 hour grace period. If you log in during that window, access is cancelled. You stay in control until the right moment.

• What if someone tries to unlock my vault fraudulently?

  Every unlock waits through a 72 hour grace hold, and signing in cancels it. A silent distress PIN can lock access and alert your emergency contact. Every attempt is logged and notified.

• Can I change nominees later?

  Yes. Update nominees, permissions, and messages whenever you wish. Your vault should reflect your life as it changes.

Security & Privacy

• Is my data encrypted?

  Vault content is encrypted in transit and at rest, and every uploaded file is sealed with its own key before it is stored. We protect your data with access controls, two-factor authentication, and audit logging, and any copy you download is locked with a passphrase only you know.

• Will you sell my information?

  Never. Your data is encrypted and yours alone. That is our word.

• What happens if HELAÜLOOM shuts down?

  Your family will not be stranded. You can export your vault at any time, and our continuity plan sets out what happens to it if Helaüloom ever closes.

The Remembrance Page

• What is the Remembrance Page?

  When your vault unlocks, a public page goes live. Beautiful and warm. Built from your own words, photographs, and story, not written by a grieving family in their hardest week.

• What can visitors leave on the page?

  Memories, and flowers, candles and keepsakes from a hand drawn collection of more than 230, so there is something for every faith, culture, trade and passion. Also photographs and voice notes. Everything is checked before it appears, and voice notes wait for your family to approve them.

• Can visitors send real flowers?

  Yes. Next to the drawn flowers on every remembrance page, visitors can order real flowers from our florist partner, Lau de Flores. They order on Lau de Flores' own site; HELAÜLOOM only passes on who the flowers are in memory of.

• Can the page show photos and videos of them?

  Yes. Their portrait sits at the top of every page, free. With a plan, the family adds up to 24 photographs with captions, and up to six short clips of a minute each, which play on the page. Clips are made small and quick to load when you add them.

• Can the page show their family?

  Yes. Name who they leave behind and who went before them, and the page shows it as a notice reads, with a small family tree. If you have built your tree in Kindred, it can fill this for you. The death notice and order of service use it too.

• Where do their schools, work and honours go?

  In Their life at a glance: where they studied, the work they did, honours and awards, service, clubs and congregations, faith, languages, the causes they gave themselves to, and a line on how they shaped the world. People can find the page by the schools and places they worked, if the family lists it.

• How does the tree carry on after us?

  Each generation keeps it. Relatives who join add the people who come after them. When someone in the tree dies, a keeper can make their page from their place in the tree, with their family already in it, and the two pages link to each other. When a keeper dies, the page passes to the closest of the family who have joined, and if no one has looked after it for two years, the family are asked to step up.

• Can we find out who they knew, years from now?

  Yes, and it grows with time. When someone leaves a memory while signed in, it is kept with their account. Years later, when they have a page of their own, the two pages can find each other. We also look for the same school, work or club in the same years, and the same people remembering both. Only the two families see a possible connection, and it shows on both pages only when both say yes. Any family can turn this off.

• Can HELAÜLOOM check on me if my Apple Watch raises an alert?

  Yes, if you turn on wellness check-ins in the iPhone app. When your watch notices a high or low heart rate, an irregular rhythm or a hard fall, we ask if you are okay. If you ask for help, or do not answer in time, we text, call and email the people you chose. It is not an emergency service: in an emergency, call 911.

• Can we all remember together on a special day?

  Yes. Set a gathering, like lighting a candle together on their birthday at 7. Everyone sees it in their own time, those keeping their days are reminded the day before, and the page counts the candles lit while it lasts.

• What if HELAÜLOOM is not here one day?

  Keep a copy of the whole page at any time: one folder with every section, photograph, clip and memory, which opens in any browser with no internet. We remind you each year, on the day the page was made, to save that year's copy.

• Can I pay once and keep a page for good?

  Yes. The Forever page is one payment of $149 that keeps every page you look after, with all its photographs and clips, for good, with no plan. You can also give it as a gift.

• Can family abroad read memories in their language?

  Yes. Each memory has Translate, which shows it in the reader's own language and back again.

• Can visitors add to the family?

  They can suggest someone missing. Nothing changes until one of the page's keepers adds them.

• Does the family have to approve every memory?

  No. Everything left on a page is checked before it appears. Hateful, threatening or hurtful words are refused and never published, and repeat senders are barred. Most memories then appear by themselves. Only the few that need a person wait, and the family hears about those once a week. Anything not approved within 14 days is declined.

• Can the whole family keep the tree?

  Yes. Invite relatives from their place in the family tree. Once they join, they can add the people who come after them and change the people they added, so the tree carries on for generations. The page's keepers can change anything, see every change, and undo any of it.

• Why does the page show only the year they were born?

  Full dates of birth on public memorial pages are used to open accounts and claim benefits in the name of someone who has died. Pages show the year only unless the family chooses the full date. Their birthday is still kept privately.

• What else can the page hold?

  Where they rest, with a map and notes for visitors. The eulogy read at the service, and who read it. Their song, with a link that plays it. The service recording stays on the page after the day.

• Can I make a page for someone who has already passed?

  Yes, free. Make the page, then invite family to share memories and help look after it. You choose whether each person can look after everything or only approve the memories people leave, and you can hand the page to another family member at any time.

• How do people find a page?

  Through the link or QR code you share, and, if you choose, through Find someone, our directory. Pages are not listed unless the family turns it on, and only public pages can be listed. Search engines see a page only when it is listed.

• What if a page should not be there?

  Every page has a quiet Report this page link at its foot. Tell us if it was made by someone who did not know the person, if the person is alive, or if it is a second page for the same person. We read every report.

• Is the living biography a separate page?

  While they are living, yes: their biography has its own page. Once their remembrance page is public, the two become one page, with their life in decades, the chapters they wrote, the stories people tell and every memory together. Links to the biography still work and land on the right part of it.

• Can the family add things that were theirs?

  Yes. Choose up to six drawings and name them your way, like Grandad's flat cap or Mum's teapot. Visitors see them first when they leave a keepsake, and every tribute shows your words. It is included on every plan.

• How do people donate in someone's memory?

  The family names a charity and adds its donation page in the page settings. Visitors see “In place of flowers” on the page, give on the charity's own site, and can leave a note so the family knows. HELAÜLOOM never handles the money, so every penny reaches the charity.

• Who controls the Remembrance Page?

  Your family, with HELAÜLOOM behind them. Every post is checked before it appears and hate is never published. Voice notes, and photographs we could not check, wait for the family. They can choose to read every written memory first too, and anything visitors report steps aside until they look. They can make the page private, invite only, or close it at any time.

• What makes the page more than a guestbook?

  It shows how many people they touched (“remembered by 214 people, across six decades”), offers gentle prompts so visitors share real stories, marks their birthday and anniversary, can play their own voice, and tells their life in decades. Each page also has its own picture when shared, a QR code, and a book of memories the family can print.

• Can a public figure's estate run the page?

  Yes. Estate pages carry a verified seal, every memory is read before it appears, the tribute wall is searchable for thousands of messages, and news sites or fan pages can carry a “Leave a memory” button. Write to us to set one up.

• Can we share the memorial service?

  Yes. Add the time, place and a livestream link. Visitors see it in their own time zone, live while it happens, and the recording afterwards.

Pricing

• Is there a free plan?

  Yes. Remember is free forever: your remembrance page and living biography in writing, a linked video, up to 50 visitor memories, candles and flowers, anniversary days, a share picture and a QR code. Photos, voice, the vault and everything in it come with a plan.

• What is the difference between the paid tiers?

  Remembrance ($9/mo) adds time capsules and a full vault. Legacy ($19/mo) adds attorney sharing and Living Legacy Guidance. Heirloom ($49/mo) adds children's vault, legacy letters, a physical heirloom card, and fiduciary support. The Perpetual adds white glove onboarding.

• What is the Perpetual plan?

  One payment of $2,500. Everything in Heirloom, permanently. White glove onboarding and a physical Heirloom Box.

• Can I upgrade or downgrade anytime?

  Yes. Move between tiers as your life grows more complex. Many families upgrade when they see what an incomplete vault would mean for someone they love.

• Can I get another free trial?

  Each person receives one complimentary trial. Subscribe to restore access, or export your vault before deletion.

Legal & Documents

• Does HELAÜLOOM replace a lawyer?

  No. We organise and guide. HELAÜLOOM helps you share your documents safely with your own lawyer and supports notarisation, but legal decisions remain yours, with warm plain-language guidance rather than legalese.

• Can I store my will inside HELAÜLOOM?

  Yes. Upload wills, trusts, and policies. Keep them versioned and current. Unverified and verified status is always visible, always honest.