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Staying safe

How we contact you

People who prey on grief copy messages like ours. This page lists every way we really get in touch, what we will never ask you for, and how to check a message yourself before you trust it.

How to check a message Report a suspicious message
Never

What we will never ask you for

If a message asks you for any of these, it is not from us, whatever name or logo it carries.

A password or a code

Nobody from Gentle Handover will ask you to tell us, reply with, read out or forward a password, a sign-in code, a recovery code or a backup code. A code we send is only ever typed on our own website or in our app.

Money

Receiving what someone left you, confirming a death or telling us about one costs nothing, and no release ever waits for a payment. We never ask for a fee, a bank transfer, a gift card or card details.

Payment for your own plan by message

If you hold an account, you only pay for a plan on our own website, after you sign in. An email about your plan may point you to your billing page there. It never asks you to pay in the email or to send card details.

Where our messages come from

Every way we get in touch

These are the only addresses and numbers we use. This page always shows the current ones.

Email

Every email from us comes from one of these addresses. A message from any other address is not from us, even when it uses our name.

Look at the part after the @. Ours always ends in @gentlehandover.com or @news.gentlehandover.com.

Replies to our news emails go to [email protected].

An email that hands a family something someone left, or says it is waiting, ends with that person's family phrase when they chose one. How a family can check our email

A call from a person on our team

A person on our team may phone an account holder, or the people they chose to confirm a death, when a message that matters would otherwise reach them by email alone.

They never ask for a password, a code or money. If you are unsure, hang up and write to us through our website.

Not in use

We do not use text messages, WhatsApp, Telegram, notifications from our app and automated calls at the moment, so nobody hears from us this way. A message that comes this way and says it is from us is not from us.

Check it yourself

How to check a message without trusting it

You never have to take a message at its word. Leave it where it is and come to us your own way.

  1. 1. Type our address yourself

    Do not press the link in the message. Open your browser and type gentlehandover.com, or use a bookmark you made yourself.

  2. 2. Sign in there

    If you have an account, use our usual sign-in page. If someone chose you to receive something, use the family sign-in page with your email address and the access code from our email.

    Sign in Family sign-in

  3. 3. See if it is there

    If a message says something is waiting for you, you will find it there, or a note that it is still on its way. If you find nothing, write to us before you do anything else.

  4. 4. Look at the sender

    Our emails come only from the addresses on this page. A name is easy to fake, so look at the address itself, and when anything feels wrong, still type our address yourself.

Report it

If a message looks wrong

Tell us about it. You do not need an account to write.

  • Do not reply to it, press its links or open its attachments.
  • Write to us on our contact form and choose the topic "Security concern". A person on our team reads every message sent through the form. Or forward the message to [email protected].
  • If you already gave someone a code, a password or card details, change that password at once and call your bank on the number printed on your card. Then tell us.
Report a suspicious message

Security address: [email protected]

How a family can check an email about someone who died How we protect what you keep