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

When a loved one passes away, there’s 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’s important to take a step back and approach things strategically. This guide will walk you through the key steps to take right after someone passes, helping you avoid complications, especially with financial and digital matters.

1. Don’t Immediately Cancel Credit Cards or Debit Cards

While it might seem natural to want to cancel credit and debit cards right away, this should not be your first step. Keeping these cards active for a short time can be helpful in accessing the deceased’s online accounts and financial records. Here’s why:

  • 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 will give you a roadmap of services that need to be dealt with later.

Example: Let’s say the deceased 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 important 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 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 deceased’s phone number might be essential for managing two-factor authentication (2FA) used to access various online accounts. Many services—such as bank accounts, email, and social media platforms—require 2FA as an extra security layer to verify identity when logging in.

Why this is important:

  • 2FA Codes Sent via SMS: If the deceased’s phone number 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 2FA code is sent to the phone number that’s 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’ve 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 later to cancel when the time is right.


3. Start the Account Discovery Process

The next step is to create a comprehensive list of the deceased’s online accounts, services, and subscriptions. This will help ensure nothing falls through the cracks. The goal here 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 (e.g., Netflix, Amazon, Dropbox).
  • 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 be linked to the bank records.
  • Use Password Managers: If the deceased 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 weren’t 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 those that might require additional steps, like contacting customer service or submitting a death certificate.


4. Backup 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.

Why this is important:

  • Preserving Family Memories: Photos and videos stored in cloud accounts may have personal value.
  • Saving Important Documents: Financial or legal documents stored in cloud services or emails could be needed for estate settlement.

Example: If the deceased 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 will help 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 prematurely canceling something important.

Why this is crucial:

  • Important Records or Data: Some online accounts may hold vital information, like email accounts containing legal documents or cloud storage with family photos.
  • Preserving 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. Before deleting it, consider whether family and friends would want to memorialize the account instead, allowing loved ones 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. Memorializing 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.

How to handle social media accounts:

  • Memorialization: Some platforms, like 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 the person’s 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.


7. After Cancelling Accounts, Proceed to Cancel the Phone Number and Credit Cards

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

Steps to follow:

  • Contact the Bank: Notify the bank or credit card provider of the deceased’s passing. They will guide you through the process of canceling the cards and settling any outstanding debts or charges.
  • 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’ve accessed and managed all online accounts that required 2FA through the deceased’s phone number 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, so it’s important to keep an eye out for any suspicious activity.

How to protect against this:

  • Credit Monitoring: Use a credit monitoring service to watch for any new accounts opened in the deceased’s name.
  • 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 may choose to use a credit monitoring service to ensure no new accounts are opened fraudulently in the deceased’s name.


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.
  • Only cancel once you have a full understanding of what accounts need to be handled.

By following this structured approach, you ensure a smoother process, reducing the risk of losing access to vital information or services during this emotionally challenging time. For further guidance, get in touch with us at Fort Legacy, where we specialize in helping families manage their loved ones’ digital afterlife.