How to contact different digital services
How to contact different services and manage a digital legacy after a death, including how to deal with social media and email accounts.
Google - gmail
Google have a two stage process and say they may be able to release account content to an authorised representative but only after a lengthy process and careful review.
Google will require the following information:
- full name
- postal and email address
- a photocopy of government standard photo identification (i.e. passport or driving licence)
- gmail address of the deceased together with the full content of an email you have received from that address, including the full header
- the death certificate of the deceased (if the death certificate is not in English, a certified and notarised translation is required)
This information should be posted to:
Gmail User Support - Decedents' Accounts c/o Google Custodian of Records
1600 Amphitheatre Parkway
All of this must be done before Google begin to consider releasing content. They will contact you by email with further instructions.
More information and their fax number is available from the Google support website.
Microsoft - Outlook, Hotmail, Live, Windowslive, MSN
you can request to access or close a Microsoft account using the Microsoft Next of Kin process. This includes emails, address book and contact list.
You need to email the Microsoft Custodian of Records at email@example.com to start the process. You may be asked to provide copies of supporting documentation.
Find out more on the Microsoft website.
Yahoo do not release any information from an account held with them.
To ask them to close the account of someone who has died you need to send a letter with your request to close the account, the Yahoo ID of the deceased, evidence of your appointment as an executor of the estate or as personal representative and a copy of the death certificate. You can post these to:
Yahoo Legal Department
701 First Avenue
The email for scanned documents and the fax number can be found on the Yahoo website.
AOL and TalkTalk - (formerly Tiscali)
Call the AOL Bereavement Team to notify them of a death. If you have a TalkTalk phone you can call free on 0870 444 1820, otherwise use 0203 441 5550.
Have the name of the person who has died and their account details available when you call. The Bereavement Team will help with closing the account or transferring the ownership of the account.
To notify Virgin Media of an account holder's death, complete one of the following forms: - Bereavement transfer form
Alternatively, you can contact them by phone on 0800 952 2302 (8am-8pm Mon-Fri, 9am-5pm Saturday)
Facebook has a form on their site to notify them of the death of an account holder, which can be found on the Facebook website.
You can ask for the page of the person who has died to be removed completely or for it to be memorialised. You need to be an immediate next of kin or an executor to be able to carry out either of these actions. You will not be given access to the account itself.
You'll need to submit a copy of the death certificate or provide alternative proof of death (obituary / memorial card) and proof of your authority to close the account (power of attorney / birth certificate / will / letter from the estate)
If you decide to have the page memorialised, it will be preserved in the same way in which it was set up. What this means is that what the person who died allowed to be seen only by family and friends will remain visible in that way and what was public remains so.
Twitter will deactivate an account after the account holder dies if the request comes from an immediate family member or personal representative. They will not give any access to the content of the account.
Visit this page of the Twitter website, select ‘I want to request the deactivation of a deceased user’s account’ and fill out the form.
Alternatively, you can write to:
c/o Trust and Safety
1355 Market St, Suite 900
San Francisco, CA 94103
Or fax 001 415 865 5405 (this includes the international dialling code from the UK).
Visit the LinkedIn website then search for ‘register a death’ and select ‘deceased LinkedIn member - removing profile’. This will explain what you need to do to close the account.
Amazon can help with closing down an account (including an associate account) if you send them a copy of the death certificate. Visit the Amazon website to get started.
You can close down an eBay account by sending a signed letter to eBay with the personal details and account details of the person who died. Visit the eBay website then search for ‘how to close an eBay account’. Alternatively, you can post the documents to:
eBay Customer Service
P.O. Box 9473
To close a PayPal account and release any money in it, PayPal will request a letter with proof of identity, personal details and PayPal account details of the person who died. Visit the PayPal website for more information.
If there’s an Oyster card with money on it, this money can be refunded by sending a copy of the death certificate and evidence that you’re the correct person to receive the funds. Call Transport for London on 0343 222 1234 to learn more.