How can we help?

Try resetting your password via the login screen. If your email isn't recognised, you may have signed up with a different address. Check any other emails you use.

Holdfast uses zero-knowledge encryption — your passphrase never reaches our servers and cannot be reset or recovered by anyone, including us. This is by design: it means your vault is truly private. We'd recommend checking any secure notes, password managers, or documents where you may have stored it.

Invite links expire after 7 days. Ask the account owner to send a new invite from their Settings page. If the problem persists, contact us using the form below.

This usually happens when your browser's local storage has been cleared — for example after clearing cookies, switching browsers, or using incognito mode. Your vault is safely stored on our servers. Sign in on your usual browser and device and your entries will reappear. If you've switched devices permanently, re-enter your passphrase after signing in.

Check your spam or junk folder first. Check-in emails come from notifications@nexus-sec.tech. You'll receive a check-in prompt shortly after your due date. If it's not there, check your next due date in the app — you may not be due yet. You can also check in any time from the app via Settings → “Check in now”. Still nothing? Contact us below and we'll check delivery logs.

No — not immediately. There is a grace period after a missed check-in before escalation emails begin. Log in and use the “Check in now” button in Settings to reset your timer immediately. If escalation emails have already started, checking in will stop the process immediately.

Yes — you can pause check-ins from Settings in the app. Your vault stays safe and no escalation emails will be sent while paused. Alternatively, if you're going somewhere without reliable email access, use the “Check in now” button in Settings to reset your timer before you leave, and consider temporarily switching to a monthly frequency.

Log in to your vault app, go to Settings, and update your check-in frequency. The change takes effect immediately.

Passphrases are case-sensitive. Check caps lock is off and try again carefully. If you’re still unable to open your vault, try clearing your browser cache and cookies, then sign in and try again. If the problem persists, contact us at hello@nexus-sec.tech.

This is almost always caused by switching browsers or devices, which clears local storage. Sign in on your original browser and device and your vault will reload correctly. If you genuinely believe entries are missing after trying this, contact us with your account email.

Your vault is encrypted using AES-256-GCM with a key derived from your passphrase using PBKDF2 with 250,000 iterations and a unique random salt. Encryption and decryption happen entirely in your browser — your passphrase and vault contents never reach our servers. Even Holdfast staff cannot read your vault.

Yes — log in to your vault, go to Recipients, update the email address, and save your vault. The change takes effect immediately.

Ask your recipient to check their spam and junk folders. Delivery emails come from hello@nexus-sec.tech. If they still can't find it, contact us and we'll check delivery logs for that recipient.

Recipient access links are valid for 30 days from delivery. If the link has expired, contact us — we can issue a new delivery token manually.

The passphrase must be shared offline before it's needed — Holdfast cannot recover or reset it. If you set a passphrase hint, your recipient will see it on the vault page. For future protection, consider writing your passphrase in a sealed letter stored with your physical will and informing your solicitor.

This occasionally happens if the payment confirmation is briefly delayed. Wait 10 minutes and sign out then back in. If your plan still shows as Free after that, contact us with your account email and payment confirmation and we'll resolve it immediately.

Go to Settings in the app and click "Manage subscription." This opens the Stripe billing portal where you can cancel at any time. Your plan remains active until the end of the current billing period.

We offer a 30-day money-back guarantee on all paid plans. Contact us below within 30 days of your first payment with your account email and we'll process it — no questions asked.

The free tier allows up to 5 entries and 1 recipient. If your vault exceeds these limits, editing is locked until you reduce entries or recipients to within the free limits. Nothing is deleted automatically — your data is always safe.

Check spam and junk folders. The invite comes from hello@nexus-sec.tech. If it's not there, go to Settings → Family and resend the invite. Links expire after 7 days — a new one can be sent immediately.

Ask your partner to sign out and back in — plan status refreshes on login. If it still shows incorrectly after that, contact us with both account email addresses.

The dashboard is at pro.holdfast-co.uk — make sure you're using the correct URL. Sign in with your Firm account email. If access is still denied after signing in, contact us.

Ask the client to check spam. Invites come from hello@nexus-sec.tech and expire after 7 days. You can resend from your dashboard at any time.

Contact us below — account transfers are handled manually to ensure continuity for your clients.

We hold your email address, name, plan status, check-in history, and your encrypted vault blob. We cannot read your vault contents — they are encrypted before they leave your device. You can request a full copy of your data under GDPR Article 15 by contacting us below.

You can delete your account from Settings → Account → Delete account. This permanently removes your vault, entries, recipients, and all associated data and cannot be undone. Alternatively contact us and we'll process deletion within 30 days under GDPR Article 17.

We're sorry for your loss. If your loved one nominated you as a recipient, you will receive their vault automatically once their check-in timer expires and the delivery process completes. We are unable to manually trigger delivery or bypass the process. If you believe there has been an error, contact us at hello@nexus-sec.tech and we'll do our best to help.