Frequently Asked Questions

Getting Started

What is My Life Capsule?

My Life Capsule is a software platform that provides digital capsules to protect, organise & share critical information. It helps manage day-to-day and time-critical administration on the go; while also capturing and celebrating milestone moments. 

 

How does it work?

My Life Capsule is a Software as a Service.

Customers sign in to either a web application or a mobile application, such as Apple iOS or Google Play Apps. Each customer must be onboard by providing their email address and setting a password and a Secret Code.

 

How does the 30-day free trial work?

When you sign up to My Life Capsule you will automatically have access to your Free Emergency Vault and your Share Hub for adding connections and sharing your vault. You will also be automatically granted a free 30 day free trial of Premium Capsule features. There’s no obligation to stay subscribed, you don’t need to provide your credit card prior to the end of the free 30-day trial. At the end of the free trial, you will be asked to upgrade to a Premium Subscription if you wish to keep utilising those features. If you choose not to upgrade you still have access to your Free Emergency Vault.

 

Why do I need to verify my email account?

Verifying your email address lets us know that you truly own your email address and allows us to assist you better if you need any support.

Once your email address is verified, you will not need to verify again unless you choose to change or update your email address.

This also prevents someone from signing up for a My Life Capsule account with an email they don’t have access to.

During onboarding, you will be asked to verify your email. The verification email will be sent immediately to your email account. You can copy or remember the 6-digit verification code. Return to My Life Capsule and paste or enter the 6-digital code.

 

Why do I need a password and a Secret Code?

A Secret Code is an extra layer of security, in addition to your password, that keeps your information entirely private. Your Secret Code is like a key to your private bank safe. Without the key, you can’t open the safe. Your Secret Code is so secretive that you are the only human (or machine) that knows what it is.

Your Secret Code gives you complete ownership and control over your capsule and the data and files you put inside your capsule. However, it also means that you are responsible for ensuring that your Secret Code is safe and secure at all times.

This code will be required when you sign in to a new device and various intervals to verify your identity. If you lose your secret code, you will lose access to your account, and no person or company, including My Life Capsule, can help you get it back.

Unlike many blockchain and cryptocurrency platforms, My Life Capsule allows you to choose your Secret Code. It must be 10 characters, uppercase, lowercase & number. We recommend keeping a copy of your Secret Code with your most trusted person (a solicitor or legal representative who has impenetrable safe storage or in an offline storage device or safe.

For more information about our security infrastructure, click here.

 

Does My Life Capsule replace my legal documentation?

My Life Capsule does not replace or supersede any legally binding documentation. Nor does it form part of a person’s medical, financial or will & last testament. Consultation with a legal professional is recommended for users who do not have an active Will.

Product Information

How do I upload a file or photo, or video media to my emergency vault?

To upload a file, photo or video:

  • Select Edit at the bottom of any section.
  • Select Take a Photo to take a photo from your device camera; or
  • Select Upload a photo or a file and select one of the following:
    • Photo Library to access files already stored on your device photo library
    • Take a Photo or Video to take a photo from your device camera
    • Browse to access files already stored on your device.

 

How do I add a connection?

  • Select Share Hub from your dashboard or your Emergency Vault.
  • Select Add Connection and enter Connections Name and Connections Email Address.
  • Select Send Invite
  • The Invitation will be sent via email. Your connection will be listed as ‘pending’ until they accept your invitation. We’ll notify you as soon as they accept!

 

How do I share a file, photo or video media in my Emergency Vault?

Your Emergency Vault is designed to be shared in its entirety so the person it is shared with can access your critical information in the event of an emergency.

To share your Emergency Vault, including all data files, photos, videos:

  • Select Share Hub from your dashboard or your Emergency Vault.
  • If you have not set up the person you want to share your emergency vault with as a connection:
    • Select Add Connection and enter Connections Name and Connections Email Address.
    • Select Send Invite
    • The Invitation will be sent via email. Your connection will be listed as ‘pending’ until they accept your invitation. We’ll notify you as soon as they accept!
  • If the person you want to share your emergency vault with is already a ‘connection’:
    • Select Share
    • Select the Connections Name you wish you share with
    • Choose when you would like to share from and share until. This can be 1 hour to indefinitely (or until your cancel or revoke the share).
    • You can view who you are sharing your information with at any time in your Share Hub.

 

Can I revoke something that I have shared?

Yes, you can revoke your shared Emergency Vault at any time from within your Share Hub. You will not delete your Emergency Vault, only the link that has shared your information. The connection will not be notified that you have revoked their access.

 

Can I download or print my emergency vault?

Yes! You can download your emergency vault anytime:

  • Select Account Info from the main menu
  • Select Download 
  • Select Confirm Download

Once downloaded, you can print the pdf document.

 

If I stop paying for My Life Capsule, what happens to my information?

Emergency Vaults are free. As such, it is yours for life.

If you wish to cancel your account, you can do so anytime:

  • Select Account Info from the main menu
  • Select Download 
  • Select Confirm Download
  • Once your data has been downloaded:
    • Select Cancel Subscription
    • Once confirmed, your subscription cancellation means that your data is erased. You will not be able to retrieve this information; however, you are welcome to set up a new account.

For a premium capsule holder; if your credit card details expire, My Life Capsule will notify you of a failed withdrawal. We will hold your data for 30 days and will try to contact you each day for 30 days to encourage you to provide updated credit card details to maintain your life capsule; or to download your data and cancel your subscription. Please contact our team at info@mylifecapsule.com if you are having financial difficulties and need support to maintain your capusle.

 

How do I report an issue on my account or a technical problem?

At My Life Capsule, we welcome your feedback at all times, and we want to ensure you have a positive experience. To report an issue:

  • From within your capsule, select the ? on the bottom right-hand corner. This will open our 24-hour help desk; or
  • Please email us at info@mylifecapsule.com
  • We will endeavour to respond to your enquiry immediately or within 24 hours during peak periods.

Can I suggest a new feature be built?

At My Life Capsule, we love to design and build our features exactly as you want them to be.  Please email your suggestions anytime to info@mylifecapsule.com.

 

What size files, images, videos can I upload to my capsule?

Emergency Vaults hold up to 1GB of data.

Premium Subscription Holders may upload up to 10GB of data.

Document files may be uploaded up to a 500Mb limit per file in any of the following formats: .doc, .docx, .pdf

Photos, Videos and Voice Memos may be uploaded up to a 500mb limit per file. The media capsule accepts the following formats: .jpeg, .jpg, .png, .gif, .mp4, .mpg, .mov, .wmv, .avi, .ogv, .3gp, .3g2, .mp3, .ogg, .wav

Account Settings & Subscriptions

What is the cost of a subscription?

Emergency Vaults are free of charge.

Premium Capsules are available on a monthly or yearly basis.

You can view pricing in your currency here

 

Can I upgrade /downgrade my subscription?

You can upgrade to a Premium Capsule at any time by selecting Upgrade in your Capsule Account Menu.

You can downgrade your Premium Capsule at any time.

 

How does the 30-day free trial work?

When you sign up to My Life Capsule you will automatically have access to your Free Emergency Vault and your Share Hub for adding connections and sharing your vault. You will also be automatically granted a free 30 day free trial of Premium Capsule features. There’s no obligation to stay subscribed, you don’t need to provide your credit card prior to the end of the free 30-day trial. At the end of the free trial, you will be asked to upgrade to a Premium Subscription if you wish to keep utilising those features. If you choose not to upgrade you still have access to your Free Emergency Vault.

 

Can I swap between monthly and yearly subscriptions?

It is not possible to swap a yearly to monthly subscription plan before the yearly plan ends. However, you swap from a monthly plan to a yearly subscription at the end of the current month.

 

Can I cancel my subscription?

You can cancel your Emergency Vault or Premium Capsule at any time.

You will have 30 days to download your data.

If you purchased your subscription via our website:

  • Select Account Info from the main menu
  • Select Download 
  • Select Confirm Download
  • Once your data has been downloaded:
    • Select Cancel Subscription
    • Once confirmed, your subscription cancellation means that your data is erased. You will not be able to retrieve this information; however, you are welcome to set up a new account.

If you purchased your subscription from App Store:

  • Open the Settings app
  • Select your name
  • Select Subscriptions
  • Select the My Life Capsule subscription
  • Select Cancel Subscription to disable it from auto-renewing at the end of the current billing cycle.

If you purchased your subscription from Google Play:

  • Open the Google Play Store
  • Select Menu (3 small horizontal lines) and then Subscriptions
  • Select the subscription you want to cancel
  • Select Cancel subscription

 

Can I request a refund?

Subscriptions paid on a monthly basis can be cancelled anytime.

We offer a 30-day money-back guarantee for annual subscription cancellations. To be eligible for a refund, we require a request to cancel your membership within 30 days of the initial purchase.

Refunds outside 30 days are not available. However please contact our support team at info@mylifecapsule.com to see how we can help you.

If you purchased your subscription via Google Play or App Store refunds will follow their company policies.

For refund requests on purchases made via App Store please visit the Apple App Store customer care department for more information as to your account status and to arrange a refund: https://support.apple.com/contact

For refund requests on purchases made via Google Play please email our support team at info@mylifecapsule.com with a copy of your purchase receipt or your Google Play Order Number. If you can’t find your receipt please follow these steps:

  1. Visit Google Payments
  2. Log in to your Google Account
  3. Select your My Life Capsule purchase
  4. The Order Number will be located at the bottom of the receipt

 

What happens if my credit card expires?

For a premium capsule holder; if your credit card details expire, My Life Capsule will notify you of a failed withdrawal.

We will hold your data for 30 days and will try to contact you each day for 30 days to encourage you to provide updated credit card details to maintain your life capsule, or to download your data and cancel your subscription.

Please contact our team at info@mylifecapsule.com if you are having financial difficulties and need support to maintain your capsule.

 

What Does My Subscription Include?

Please view the Emergency Vault and Premium Capsule Features here

 

How do I reset my password?

To reset your password:

  • Select Account Info from the main menu inside your capsule; then select Change Password; or 
  • From the login page, select Forgot Your Password and follow the prompts to reset your password (this will not reset your Secret Code)

 

What is a Capsule Delegate?

Add a Delegate to be responsible for your whole capsule in the event that you are unable to access it personally. Full capsule delegate control is coming soon. In the meantime, please share your Emergency Vault with your delegate to ensure they have access to your critical information in the event of an emergency.

How do I get support for my Capsule?

Support requests may be submitted via any of the following methods:

  • In Capsule Select ? at the bottom right-hand corner of your capsule
  • On Website www.mylifecapsule.com – Select Contact in the footer
  • Email info@mylifecapsule.com
  • Call +61 1300 431 660

My Life Capsule Support operates 24 hours per day, 7 days per week. Support requests will be actioned within a maximum of 24 hours.

Your Privacy & Security

Is my capsule really safe and secure?

Yes. The security of your capsule is our highest priority. We provide bank-level digital security and every aspect of our platform has been developed with Privacy-by-Design principles. You can learn more about these principles here.

We realise that trusting any business with your critical information requires an enormous amount of trust, and that’s why the team at My Life Capsule searched the globe to find the most secure, innovative and trustworthy digital security infrastructure company in the world; we found Meeco.

Founded 10 years ago, Meeco is an International award-winning digital security company with bases in Australia, the UK and Belgium. Meeco literally provide the digital security infrastructure for international banks, so with My Life Capsule, your data is as secure as it is in your bank.

With Meeco providing My Life Capsule’s foundational architecture, our entire infrastructure has been designed entirely with your privacy and security in mind. Both Meeco and My Life Capsule subscribe to the strictest data privacy standards known as the European General Data Protection Regulations.

Our world-leading personal privacy and security infrastructure is so secure that you are the only one who can access and control your data. We have no visibility of your personal data at all, and we never read, mine or sell your data – in fact, we couldn’t if we tried.

Unlike other technology companies, you are our customer, not our product!

 

How do you secure the Data in my Capsule?

Your username, password, biometric security & multi-factor authentication functions secure your information on your devices.

We then have a private key encryption store with an extra layer of security that keeps your information entirely private. Your Secret Code is like a key to your private bank safe. Without the key, you can’t open the safe!

Your Secret Code is so secretive that you are the only human (or machine) that knows what it is, and it gives you complete ownership and control over your life capsule.

The people you choose to connect with are linked to your capsule, at your absolute discretion, with end-to-end encryption protecting your shared data in transit.

Items you share are shown in your activity feed, and you can share your data for any period of time from 1 hr to 1 week or indefinitely, and you can revoke access any time.

You can find more technical information about our security standards here.

 

WHY DO I NEED TO VERIFY MY EMAIL ACCOUNT?

Verifying your email address lets us know that you truly own your email address and allows us to assist you better if you need any support.

Once your email address is verified, you will not need to verify again unless you choose to change or update your email address.

This also prevents someone from signing up for a My Life Capsule account with an email they don’t have access to.

During onboarding, you will be asked to verify your email. The verification email will be sent immediately to your email account. You can copy or remember the 6-digit verification code. Return to My Life Capsule and paste or enter the 6-digital code.

 

WHY DO I NEED A PASSWORD AND A SECRET CODE?

A Secret Code is an extra layer of security, in addition to your password, that keeps your information entirely private. Your Secret Code is like a key to your private bank safe. Without the key, you can’t open the safe. Your Secret Code is so secretive that you are the only human (or machine) that knows what it is.

Your Secret Code gives you complete ownership and control over your capsule and the data and files you put inside your capsule. However, it also means that you are responsible for ensuring that your Secret Code is safe and secure at all times.

This code will be required when you sign in to a new device and various intervals to verify your identity. If you lose your secret code, you will lose access to your account, and no person or company, including My Life Capsule, can help you get it back.

Unlike many blockchain and cryptocurrency platforms, My Life Capsule allows you to choose your Secret Code. It must be 10 characters, uppercase, lowercase & number. We recommend keeping a copy of your Secret Code with your most trusted person (a solicitor or legal representative who has impenetrable safe storage or in an offline storage device or safe.

For more information about our security infrastructure, click here.

 

Who is My Life Capsule’s Payment Provider

My Life Capsule Payments are processed by Stripe. Your credit card details are sent directly to the payment provider over encrypted connections.

Your credit card details are not stored or logged on the My Life Capsule database.

 

Pilot Program (only) Security

Pilot Program participants who began a Life Capsule between March-May 2019 have access to their capsules and all data within that capsule.

All data stored within your capsule as part of our Pilot Program is encrypted using 256-bit Transport Layer Security (TLS), this means that your data is secured for all data shared within your capsule and to and from the Application Programming Interface (API).

Pilot Program participants are invited to transfer their data to the new My Life Capsule Platform, free of charge. For free access please email info@mylifecapsule.com

 

What are My Life Capsules Terms & Conditions and Privacy Policies?

View My Life Capsules full Terms of Service and Privacy Policy

Feedback & Feature Requests

How do I report an issue on my account or a technical problem?

At My Life Capsule, we welcome your feedback at all times, and we want to ensure you have a positive experience. To report an issue:

  • From within your capsule, select the ? on the bottom right-hand corner. This will open our 24-hour help desk; or
  • Please email us at info@mylifecapsule.com
  • We will endeavour to respond to your enquiry immediately or within 24 hours during peak periods.

 

Can I suggest a new feature be built?

At My Life Capsule, we love to design and build our features exactly as you want them to be.  Please email your suggestions anytime to info@mylifecapsule.com.

Our Inspiration, Mission & Company

Our Mission

At My Life Capsule, our mission is to Empower Family Connection for Humankind.

Yep, that’s a big mission, but we mean it. Life’s significant events transcend nationality, culture, age, gender & religion. So assisting humanity address these events is something we are genuinely passionate about. Let’s face it; life is tough sometimes, so our product and services are designed entirely to help our customers get through life’s ups and downs. You can read more about our Inspiration here and our Mission here

 

Our Company

My Life Capsule is Headquartered in Victoria, Australia and is backed by some of the worlds leading International SaaS, Deep Tech Security & Finance experts. 

The business was founded in 2019 by Pam Moorhouse, an experienced entrepreneur, Company Director and Crisis Risk Management specialist.

The My Life Capsule team are experts in their fields, each with a vested interest in the success of My Life Capsule as a privacy-by-design world-leading technology that puts the customer and their data at the core of every decision we make. Learn More about our Inspiration here and our Mission here