Frequently asked questions
Account, login and tools troubleshooting — then questions about the service.
Common problems
Practical answers to the most common MYWIE issues. Use search or open the section that matches your situation.
Account and signup
Sign in
Password and recovery
Zero-Knowledge and journal
Plans and limits
Emails and payments
Browser and technical issues
Account and signup
Signup never finishes, or the button stays stuck ▾
The browser first prepares a Zero-Knowledge key: the button may show “Preparing the key…” for a few seconds, especially on a phone. Leave the page open. JavaScript and HTTPS are required. Try another up-to-date browser (Chrome, Firefox, Safari) or a private window. Signup page: Sign up.
My password is rejected when I create an account ▾
The password must be at least 8 characters, with one uppercase letter, one digit and one special character (example: Sophie2026!). Both password fields must match. The rule is shown under the field on the signup form.
It says this email is already in use ▾
An account already exists with that email. Sign in on Sign in, or use Forgot password. You can also sign in with the Firstname.LASTNAME identifier created at signup.
It asks for an establishment code ▾
The code is required only if you choose Nursing home (EHPAD) or Hospital. For personal use, leave “Individual”. The code (letters, digits, hyphens) is provided by the establishment or by MYWIE.
What is my username? ▾
At signup, MYWIE creates an identifier like Firstname.LASTNAME (last name in capitals, no spaces). You can sign in with that identifier or with your email.
“Too many attempts” during signup ▾
To limit abuse, only a few signups per hour are allowed from the same connection. Wait a while, then try again. If it keeps happening, write to us via Support.
Sign in
Incorrect credentials even though I know my password ▾
Check the email (no spaces) or the Firstname.LASTNAME identifier, and the password case. Caps Lock can change everything. Use Forgot password. If you still have the recovery key emailed at signup, you can use it on that same page.
“Your session has expired” ▾
The form was left open too long, or cookies were blocked. Reload Sign in, allow cookies for the site, then submit again. Avoid opening signup in several tabs at once.
I have to enter a code received by email (two-step verification) ▾
If two-step verification is on, a 6-digit code is sent and expires after 10 minutes. Also check spam. You can resend the code; too many requests pause sending for a few minutes.
Too many sign-in attempts ▾
After several failures, sign-in is paused for about 15 minutes. Wait, then try again, or reset the password.
I was signed out without doing anything ▾
The session lasts at most 24 hours. Sign in again with your password: that also reactivates Zero-Knowledge for the journal.
Password and recovery
I forgot my password ▾
Open Forgot password. Two paths: a link sent by email (valid 1 hour), or your recovery key (sent at signup, different from the password). The new password follows the same rules (8 characters, uppercase, digit, special character).
I did not receive the reset or welcome email ▾
Look for a noreply sender (do not reply to that address). Check spam / promotions. Email can take a few minutes. If nothing arrives, try later: sending can be saturated (hosting limit). Once signed in, you can also resend the key from Account recovery.
What is the difference between the email key and the Zero-Knowledge phrase? ▾
The key emailed at signup lets you recover the account and, in principle, encrypted data. The Zero-Knowledge phrase (shown once — write it down offline) is a second safety net if you no longer have the email key. Neither replaces your everyday sign-in password.
The reset link no longer works ▾
It expires after one hour. Request a new link. Use the link in the same browser, and do not forward it to anyone else.
I want to change my password while I am still signed in ▾
Use Forgot password or account settings if the option is there. After a change, sign in again: Zero-Knowledge must be re-wrapped with the new password.
Zero-Knowledge and journal
The journal asks me to “unlock” Zero-Knowledge ▾
The journal and some media are encrypted in the browser. You must be signed in with your password (not just an old tab). Sign in again, then open My journal. Notice: Journal notice.
I lost the Zero-Knowledge phrase ▾
First use the recovery key received by email (forgot-password page). Without the email key and without the phrase, Zero-Knowledge content already saved may stay unreadable. New pages can be written after a new sign-in, but the old encrypted journal cannot be guessed.
After a new password, my journal pages are unreadable ▾
That is expected if the encryption key could not be associated with the new password. Retry recovery with the email key, not only a classic “forgot password” link. If a message says the Zero-Knowledge key could not be updated, contact Support and say whether you still have the email key.
Can MYWIE read my journal for me? ▾
No, not Zero-Knowledge content: the server does not hold the key in clear. The team can help with the account, emails and settings, not decrypt your pages for you. Details: GDPR page — encryption.
Plans and limits
I see a “limit reached” message on the tree or journal ▾
The Essential (free) plan allows up to 20 tree members, 20 journal pages and 500 MB of storage. Content already created stays. To continue: Family (€9.99 incl. VAT/month or €89 incl. VAT/year) or Heritage. See Pricing.
A feature is marked “Family” or locked ▾
Scheduled messages, Vault of Silences, family map, book/PDF export, funeral preparation and some games are included from Family. Essential (tree, journal, dates) stays available on the free plan within the stated limits.
I cannot find how to invite someone to family chat ▾
Chat is a private space tied to your account: there is no member-invite flow like a public messenger. For family links, use the tree and the tool notices. Tree notice.
Does “Prepare my funeral” have the value of a will? ▾
No. It is a collection of wishes for your relatives, with no legal testamentary value. A will must follow the forms required by law (notary, etc.).
How do I delete my account? ▾
From My account you can request closure. Actual deletion is planned within 30 days; you can cancel the request until it is carried out.
Emails and payments
I do not receive MYWIE emails ▾
Allow the noreply sender (do not reply to it). Check spam. Sign-in codes and the recovery key are sent by email: a few minutes’ delay is possible. If sending is saturated, try again later.
Card / SEPA payment does not open ▾
Payment is handled by Stancer (hosted page). No bank details are stored on MYWIE. Disable an aggressive blocker, try again, or pick the other method (card or SEPA). If it still fails: Support.
My payment is “pending” ▾
The plan activates once confirmed. If the status stays pending, do not pay a second time: contact support with the date and amount.
I cancelled the payment ▾
Nothing was charged. You stay on Essential. You can start payment again from Pricing whenever you want.
Browser and technical issues
The page is blank, or buttons do nothing ▾
Clear the cache, disable extensions (script blockers), or open a private window. MYWIE needs JavaScript. Another up-to-date browser often fixes it.
The site says “Service temporarily unavailable” ▾
The database or hosting is briefly unreachable. Wait a minute or two and reload. If it lasts, Support.
The interface is too small / too busy ▾
Turn on Senior mode in account settings (larger text, simpler path). Turn it off in the same place.
How do I change the language? ▾
The language switcher is in the site menu. Your choice is remembered for later visits in this browser.
The service
About the service
About the service
What is MYWIE? ▾
MYWIE is a digital platform dedicated to preserving and passing on your family story.
Why use MYWIE? ▾
MYWIE helps you preserve your family legacy for future generations.
How does MYWIE work? ▾
Create your account, add your memories, organize them, and share them with your family.
Features
Features
What types of content can I add? ▾
You can add photos, videos, PDF documents, audio recordings, and text.
Can I create my family tree? ▾
Yes! Our family tree tool lets you document your family line.
What is a scheduled message? ▾
A personal message prepared for your loved ones, delivered after your passing according to your instructions.
How does the Vault of Silences work? ▾
It's a secure space to store sensitive messages or documents, with controlled access and optional scheduled sharing.
Pricing and subscriptions
Pricing and subscriptions
Is MYWIE free? ▾
Yes: the Essential plan is free (tree up to 20 members, journal up to 20 pages, 500 MB). Family and Heritage unlock more volume and tools. Details on the Pricing page.
Can I switch plans later? ▾
Yes. You can move to Family or Heritage at any time, and go back to Essential (Essential limits then apply).
Do I need a credit card to start? ▾
No, you can create an account and start without a credit card.
What happens if I cancel Family? ▾
Renewals stop. You keep access to your data within the limits of the active plan.
Partnerships
Partnerships
Who can become a partner? ▾
Notaries, lawyers, banks, nursing homes, funeral homes, and funeral spaces can collaborate depending on the use case.
How do I apply for a partnership? ▾
Go to the Partnerships page and complete the form for your category.
What are the benefits of partnering? ▾
Offer a trusted solution to your clients and support families in preserving and transmitting their legacy.
Security and privacy
Security and privacy
Is my data secure? ▾
Yes. We prioritize security and privacy: encryption, controlled access, and GDPR-first practices.
Who can see my content? ▾
You decide what is private, what is shared, and with whom.
Where is my data stored? ▾
Your data is hosted in secure infrastructure with a privacy-first approach.
Can I export my data? ▾
Yes, you can export your content for backup or archiving.
Do you sell my data? ▾
No. We never sell your personal data.
Didn't find your answer?
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