Managing a digital estate: online accounts and social media

Most people have dozens of online accounts. Email. Social media. Streaming services. Cloud storage. Online banking. Subscriptions. Many of these accounts contain things that matter, and most of them will not automatically close when someone dies.

Managing a person's digital life after they die is increasingly a significant task. This guide covers the main categories and what to do about each one.

Where do I start with passwords and digital access?

Without access to an account, almost nothing else in this guide is possible. Passwords are the foundation.

If the person who has died left a way to access their accounts, whether through a password manager, a handwritten list, a stored note, or a device that's already unlocked, start there.

Password managers like 1Password, Bitwarden, or LastPass often have emergency access features that allow a nominated person to request access after a waiting period. If your partner used a password manager, look for an emergency access option.

Apple devices may be locked by a device passcode. Without the passcode, accessing the device is extremely difficult. Apple's support team can assist in some circumstances, but it is a slow process.

Google and Microsoft accounts have tools that allow access to be granted posthumously (see below). These are easier to use if they were set up in advance.

If you're preparing this in advance rather than dealing with it now, the most useful thing you can do is document your passwords in a secure location your partner can access, or set up emergency access in a password manager.

What happens to email accounts?

Email accounts often contain important records: financial statements, insurance documents, receipts, and personal correspondence. They may also be linked to other accounts as a recovery method, which means access to the email account gives access to almost everything else.

Gmail (Google Account) Google offers a tool called Inactive Account Manager, which can be set up in advance to share account access or data with a trusted person after a period of inactivity. If this wasn't set up, a family member can submit a request to Google to access or close the account. Google's process requires proof of death and proof of your relationship to the account holder.

iCloud (Apple) Apple introduced a Digital Legacy feature that allows a nominated Legacy Contact to access account data after the account holder dies. If this wasn't set up, the process for accessing an iCloud account as a family member is more complex and requires a court order in most cases.

Outlook or Hotmail (Microsoft) Microsoft does not provide access to the contents of a deceased person's account to family members as a general rule, due to privacy policies. They will close the account if requested. Contact Microsoft Support with a death certificate.

Other email providers Most smaller providers have similar policies to Microsoft. Contact their support teams directly. In most cases, they will close the account rather than provide access to a third party.

If access to the email account is important for managing the estate (and it often is), move quickly. Some email providers automatically close inactive accounts after a period of time, which could delete important records.

What should I do with social media accounts?

Social media accounts require a decision: memorialise, close, or leave.

Facebook and Instagram (Meta) Facebook allows accounts to be memorialised, turning them into a place where people can share memories. A memorialised account cannot be logged into, but the content remains visible according to the account's privacy settings.

If the account holder nominated a Legacy Contact, that person can manage the account (pin posts, respond to friend requests, update the profile photo). If no Legacy Contact was nominated, you can still request memorialisation or removal by submitting a special request to Facebook with a death certificate.

Instagram accounts can also be memorialised or removed. The process is similar to Facebook.

LinkedIn LinkedIn accounts can be reported for removal by a family member or close friend. There is no memorialisation option. Submit a request through LinkedIn's support pages with proof of death.

X (formerly Twitter) X will deactivate an account on request from a family member. Provide a death certificate and your own identification. There is no memorialisation option.

TikTok TikTok will remove a deceased person's account on request. Contact support directly.

What to do if you don't know which platforms they used Check the email inbox for account registration or notification emails. Search for common platform names. Look at the browser's saved passwords if the device is accessible. If they used a password manager, look there.

How do I cancel subscriptions and streaming services?

Ongoing subscriptions will continue to charge the account or credit card until cancelled. Common ones to check:

• Streaming services (Netflix, Stan, Disney+, Spotify, Apple Music)
• News and magazine subscriptions
• Cloud storage (iCloud storage, Google One, Dropbox)
• Gaming platforms (Xbox, PlayStation, Steam)
• Software subscriptions (Adobe, Microsoft 365)
• Amazon Prime
• Gym memberships or health apps

Most of these can be cancelled by logging into the account and cancelling from within, or by contacting customer support with a death certificate.

Check credit card and bank statements for recurring charges you may not recognise. Cancel them as you find them.

What about online shopping and marketplace accounts?

Accounts on platforms like eBay or Gumtree may have active listings, pending transactions, or payment methods attached. Log in and close any open transactions before closing the account.

If the person sold goods regularly online, there may be money in platform wallets (eBay funds, PayPal balances). These need to be claimed or transferred before the account is closed.

How do I retrieve photos and files from cloud storage?

Cloud storage accounts (iCloud, Google Drive, Dropbox, OneDrive) may contain photos, documents, and files that are important to the family. Before closing these accounts, download anything you want to keep.

Photos are often the most irreplaceable. If the person used iCloud Photos or Google Photos, download everything before closing the account. Both platforms allow bulk downloads.

What can I do now to make this easier for my family?

If you're reading this guide while planning ahead rather than dealing with this now, the most useful things you can do are:

• Set up a Legacy Contact in Facebook (Settings > Memorialisation Settings)
• Set up Digital Legacy in your Apple ID (Settings > [Your Name] > Password and Security > Legacy Contact)
• Set up Inactive Account Manager in your Google Account (myaccount.google.com > Data and Privacy > Make a plan for your digital legacy)
• Document your passwords in a secure location your partner can access
• Tell your partner which accounts and subscriptions exist, and where to find them

Doing this in advance takes less than an hour and saves an enormous amount of difficulty later.

Where do I get help if this feels overwhelming?

Managing digital accounts while grieving is genuinely hard. If you're finding it overwhelming, leave the non-urgent accounts for a few weeks. Start with the ones that are costing money or that contain documents you need. The social media decisions can wait.

If you need legal assistance accessing accounts, community legal centres and estate lawyers can advise. Some digital access situations do require a grant of probate before a platform will cooperate. The Office of the Australian Information Commissioner at oaic.gov.au can also provide guidance on privacy rights and the handling of a deceased person's personal information.