Do This First When A Loved One Dies: Managing Digital Accounts

When a loved one passes away, there is an overwhelming number of things to handle, both emotionally and logistically. While many people think their first task is to cancel services and accounts, it is important to take a step back and approach things strategically. This guide walks you through the key steps to take right after someone passes, helping you avoid complications, especially with financial and digital matters.

1. Do not immediately cancel credit cards or debit cards

While it might seem natural to cancel credit and debit cards right away, this should not be your first step. Keeping these cards active for a short time can help you access online accounts and financial records that belonged to the deceased person.

• Credit cards may be linked to recurring subscriptions: Many online services, such as streaming platforms or cloud storage, are tied to these cards. Canceling them prematurely can lead to confusion or loss of important data.
• Helpful in account discovery: Credit card statements often provide valuable information about recurring charges, online services, and subscriptions. This gives you a roadmap of services that need to be handled later.

Example: If the deceased person had a subscription to an important cloud storage account that held family photos or vital documents, canceling the card too soon could result in the immediate loss of access to that service, which could have personal or legal implications.

What to do instead: Start by collecting all financial documents, including credit and debit card statements. Review them for recurring payments and services the deceased person was using. Once you have this information, you can begin to map out which services need to be canceled or transferred.

2. Keep the phone number active for now

The phone number that belonged to the deceased person might be essential for managing two factor authentication that is used to access various online accounts. Many services, such as bank accounts, email, and social media platforms, require these codes as an extra security layer when logging in.

• Two factor codes sent via SMS: If the phone number that belonged to the deceased person is canceled too early, you might lose access to accounts that require a code sent to their phone to log in.
• Linked to critical accounts: Many major accounts, such as Google, Apple, and financial institutions, are linked to the phone number for password recovery and security notifications.

Example: Imagine trying to access a PayPal account to close it, but being locked out because the two factor code is sent to the phone number that is no longer in service. Keeping the number active ensures you can still receive these codes and access accounts.

What to do instead: Keep the phone number active until you have gone through the account discovery process and no longer need it for logging in or receiving security verifications. Contact the phone provider to transfer the phone number to yourself and cancel it when the time is right.

3. Start the account discovery process

The next step is to create a comprehensive list of online accounts, services, and subscriptions that belonged to the deceased person. This helps ensure nothing falls through the cracks. The goal is to identify everything from social media accounts to financial services and cloud storage.

How to begin

• Check financial records: Start with bank and credit card statements. Look for recurring transactions that indicate active subscriptions, such as streaming services or cloud storage.
• Search through email accounts: Email inboxes are often a goldmine for account discovery. Search for keywords like welcome, password reset, subscription, or order confirmation to identify additional accounts that may not appear in bank records.
• Use password managers: If the deceased person used a password manager, this could provide a complete list of online accounts, making it easier to access or close them.

Example: A bank statement might reveal an automatic payment to a gym membership that you were not aware of, or email records might show a recurring subscription to an online storage service.

What to do next: Compile all the discovered accounts into a list. Note which ones you can access and which might require additional steps, such as contacting customer service or submitting a death certificate.

Once you know which financial services are active, follow the steps in our guide How to Secure a Loved One's Online Banking and Subscription Accounts to report the death, cancel subscriptions, and prevent fraud.

When you reach the stage of submitting access requests, review our guide How to Access a Deceased Person's Online Accounts for a detailed checklist on documentation, service provider requirements, and security precautions.

4. Back up important data

Before closing any accounts, especially email, cloud storage, or photo storage, make sure to back up important data. This could include family photos, legal documents, or other valuable files that might be stored online.

• Preserve family memories: Photos and videos stored in cloud accounts may have significant personal value.
• Save important documents: Financial or legal documents stored in cloud services or emails could be needed for estate settlement.

Example: If the deceased person stored critical family photos in Google Drive or iCloud, ensure you download these files before closing the account.

What to do instead: Back up all important files before canceling any services or subscriptions. This helps you avoid the permanent loss of valuable digital assets.

5. Review services

Once you have a complete list of online services, financial accounts, and subscriptions, take time to review them carefully. This step helps you avoid canceling something important before you have what you need.

• Important records or data: Some online accounts may hold vital information, such as email inboxes containing legal documents or cloud storage with family photos.
• Preserve access for others: You may need to keep certain services running temporarily to give family members access to shared content or communications.

Example: Imagine a social media account with photos and messages shared by the deceased person. Before deleting it, consider whether family and friends would want to memorialize the account to preserve those memories.

What to do instead: Before you cancel, consider if the service is tied to critical data or shared family accounts. Decide which accounts should be transferred, memorialized, or deleted based on this review.

6. Memorialize social media and other digital accounts

Social media accounts often hold sentimental value, and many platforms offer the option to either memorialize or delete them. Before you delete accounts, consider the wishes of family and friends.

• Memorialization: Some platforms, such as Facebook and Instagram, offer a memorialization option, which preserves the account as a place where friends and family can share memories.
• Deletion: If the family prefers not to keep the account active, the platform can be notified to close it permanently.

Example: Facebook allows you to memorialize a profile, adding Remembering next to their name, while Instagram offers a similar feature. This way, family and friends can continue sharing memories.

What to do instead: Carefully consider the sentimental value of social media accounts. If you decide to memorialize them, you can keep the accounts accessible without interaction, allowing loved ones to remember and honor the deceased person.

7. After canceling accounts, proceed to cancel the phone number and credit cards

After ensuring that you have handled all accounts requiring the phone number or credit cards for login and verification, you can proceed to cancel them.

1. Contact the bank: Notify the bank or credit card provider of the passing of the deceased person. They will guide you through canceling the cards and settling any outstanding debts or charges.
2. Contact the phone provider: Let the phone provider know you need to cancel the phone number. They may require a death certificate or other documentation, so be prepared.

Example: You have accessed and managed all online accounts that required two factor authentication through the phone number that belonged to the deceased person and have canceled all active subscriptions tied to credit cards. At this point, you can safely cancel both without losing access to important accounts.

8. Monitor for identity theft and fraud

Unfortunately, identity theft can still occur after someone passes away. Fraudsters sometimes attempt to open accounts in the name of the deceased person, so it is important to keep an eye out for any suspicious activity.

• Credit monitoring: Use a credit monitoring service to watch for any new accounts opened in the name of the deceased person.
• Notify financial institutions and Social Security: Inform banks, credit card companies, and the Social Security Administration of the passing to prevent fraudulent activity.

Example: Some families choose to use a credit monitoring service to ensure no new accounts are opened fraudulently in the name of the deceased person.

Summary: Prioritize access, not immediate cancellation

Losing a loved one is a difficult time, but rushing to cancel services and accounts can complicate things further. Instead, take a methodical approach: keep credit cards and the phone number active to help with account discovery and access, thoroughly review bank statements and emails to uncover all subscriptions and online services, and only cancel once you have a full understanding of what must be handled.

By following this structured approach, you can reduce the risk of losing access to vital information or services during an emotionally challenging time. For further guidance, get in touch with Fort Legacy for compassionate support, or start building your plan with our digital legacy toolkit to give your family clarity.