Goodbye Guide help centre

Question 1

What is Goodbye Guide?

Accepted Answer

Goodbye Guide is a free, secure digital platform that helps you document and share your funeral wishes and preferences with your loved ones. Unlike a Will (which deals with legal matters), Goodbye Guide focuses on the personal aspects of how you want to be remembered—from ceremony style to music, readings, and personal messages. Our platform gives your family clarity and peace of mind by ensuring they know exactly what you wanted, eliminating guesswork during an already emotional time. Your information is encrypted and accessible only by you and your chosen Goodbye Guardians until the appropriate time.

Question 2

How do I set my preferences?

Accepted Answer

Setting your preferences is easy! After creating your account, you'll go through a simple onboarding process that guides you step-by-step. First, you'll complete your profile with basic information. Then, you'll answer questions about your funeral preferences, including ceremony type, music choices, readings, flowers, and personal messages. You can also add custom preferences for anything else that matters to you. Don't worry if you're not sure about everything right away—you can always go back and update your preferences later. Simply log in to your account, navigate to 'My Wishes' or 'Preferences', and make any changes you need. Your preferences are saved automatically as you go.

Question 3

Is Goodbye Guide a legal document?

Accepted Answer

No, it is not a legal document but provides guidance for loved ones.

Question 4

Can I update my preferences at any time?

Accepted Answer

Yes, you can update your preferences anytime by logging into your account.

Question 5

How do I create an account?

Accepted Answer

Creating a Goodbye Guide account is free and takes just a few minutes. Click 'Sign Up' on our homepage, then provide your first name, last name, email address, and create a secure password. You'll also need to select your age range. After submitting the form, check your email for a verification link. Click the link to verify your email address, then you can log in and begin setting up your preferences. No credit card is required, and you can start documenting your wishes immediately after verification.

Question 6

What happens during the onboarding process?

Accepted Answer

The onboarding process guides you through setting up your Goodbye Guide in a few simple steps: 1) Welcome - An introduction to the platform, 2) Profile Setup - Enter your personal details including date of birth, address, and phone number, 3) Preferences - Answer questions about your funeral wishes, including ceremony type, music, readings, flowers, and more, 4) Custom Preferences - Add any additional wishes or instructions that aren't covered by the standard questions, 5) Goodbye Guardians - Assign trusted individuals who will have access to your preferences, 6) Complete - Review everything and make any final adjustments. You can skip steps and come back to them later if needed.

Question 7

Do I need to complete onboarding all at once?

Accepted Answer

No, you don't need to complete onboarding in one sitting. You can save your progress at any point and return later to continue. Simply log back into your account and you'll be able to pick up where you left off. We recommend completing it when you have time to think carefully about your preferences, but there's no rush. You can always update or add to your preferences later.

Question 8

What information do I need to provide during signup?

Accepted Answer

During signup, you'll need to provide: your first name, last name, email address (which will be used for account verification and login), a secure password (which must meet our password requirements), and your age range. After signup, during the onboarding process, you'll be asked for additional information including your date of birth, address, and phone number. All of this information helps ensure your Goodbye Guardians can properly identify you and access your preferences when needed.

Question 9

What happens if I forget my password?

Accepted Answer

You can use the 'Forgot Password' option on the login page to reset your password. Enter your email address and we'll send you a password reset link. Click the link in the email to create a new password. Make sure to check your spam folder if you don't receive the email within a few minutes.

Question 10

How is my data secured?

Accepted Answer

Your data security is our top priority. We use industry-standard encryption to protect your information both in transit (when data is being transmitted) and at rest (when stored on our servers). All connections to Goodbye Guide use HTTPS with valid SSL/TLS certificates—you can verify this by checking for the padlock icon in your browser's address bar. Your passwords are never stored in plain text; we use secure hashing algorithms that make it virtually impossible to recover your original password even if our database were compromised. Your data is stored securely in the European Union (EU), ensuring compliance with GDPR and UK data protection regulations. We also implement multi-factor authentication (MFA) for additional account protection. For more details, see our Security Policy.

Question 11

Can I enable two-factor authentication?

Accepted Answer

Yes! Goodbye Guide uses multi-factor authentication (MFA) to protect your account. When you log in from a new device, you'll receive a one-time password (OTP) via email that you must enter to complete your login. Once a device is recognized as trusted, you won't be asked for the OTP again on that device. This provides an extra layer of security to protect your account from unauthorized access.

Question 12

What should I do if I suspect unauthorized access to my account?

Accepted Answer

If you suspect unauthorized access to your account, take these steps immediately: 1) Change your password right away using the 'Account Settings' page, 2) Review your Account Activity Log to check for any suspicious login attempts or changes, 3) Check your Goodbye Guardians list to ensure no unauthorized guardians have been added, 4) Contact our support team at support@goodbyeguide.com with the subject line 'Security Concern'—we'll investigate and help secure your account. If you notice any changes to your preferences or guardian assignments that you didn't make, let us know immediately. We take security seriously and will work with you to resolve any issues.

Question 13

Can I view login history for my account?

Accepted Answer

Yes! You can view your complete account activity log, including login attempts (both successful and failed), password changes, email changes, and guardian access attempts. Simply go to Account Settings and scroll to the 'Account Activity Log' section. You can filter by action type, date range, and view guardian access separately.

Question 14

How can I delete my account?

Accepted Answer

You can delete your account at any time through your Account Settings page. Simply scroll to the 'Delete Account' section and follow the prompts. You'll be asked to confirm your decision twice to prevent accidental deletion. When you delete your account, all of your personal data, funeral preferences, and guardian information will be permanently removed from our systems. Some information may be retained for a limited period for legal compliance or dispute resolution purposes, but will be permanently deleted after this period. Please note: If you have active Goodbye Guardians, you may want to notify them before deleting your account, as they will lose access to your preferences. If you need assistance with account deletion, contact support@goodbyeguide.com.

Question 15

What are the password requirements?

Accepted Answer

Your password must meet the following security requirements: at least 8 characters long, contain at least one uppercase letter, contain at least one lowercase letter, contain at least one number, and contain at least one special character (such as !, @, #, $, etc.). We recommend using a unique password that you don't use for other accounts. A strong password helps protect your account and the sensitive information stored in your Goodbye Guide.

Question 16

How do I change my password?

Accepted Answer

To change your password, log in to your account and go to 'Account Settings'. Scroll to the 'Password' section and click 'Change Password'. Enter your current password, then create and confirm your new password. Make sure your new password meets our security requirements. After changing your password, you'll need to use the new password for all future logins. If you've forgotten your current password, use the 'Forgot Password' option on the login page instead.

Question 17

How do I change my email address?

Accepted Answer

To change your email address, log in to your account and go to 'Account Settings'. Find the 'Email Address' section and click 'Change Email' or 'Update Email'. Enter your new email address and your current password to confirm. You'll receive a verification email at your new address—click the link in that email to complete the change. Until you verify the new email, your old email will remain active. Your email address is also your login username, so make sure you can access the new email address.

Question 18

What is multi-factor authentication (MFA) and how does it work?

Accepted Answer

Multi-factor authentication (MFA) adds an extra layer of security to your account. When you log in from a new device or browser, Goodbye Guide will send a one-time password (OTP) to your registered email address. You must enter this 6-digit code to complete your login. Once a device is recognized as trusted, you won't be asked for the OTP again on that device unless you clear your browser data or use a different browser. This helps protect your account even if someone knows your password. MFA is automatically enabled for all accounts and cannot be disabled, as it's essential for protecting your sensitive information.

Question 19

What should I do if I don't receive the password reset email?

Accepted Answer

If you don't receive the password reset email, first check your spam or junk folder, as automated emails sometimes end up there. Also verify that you're checking the correct email address—the one associated with your Goodbye Guide account. Wait a few minutes, as emails can sometimes be delayed. If you still don't receive it after 10-15 minutes, try requesting a new password reset. Make sure your email provider isn't blocking emails from goodbyeguide.com. If the problem persists, contact support@goodbyeguide.com and we can help you reset your password manually.

Question 20

Who can access my information?

Accepted Answer

Only your designated Goodbye Guardians will have access to your preferences and information.

Question 21

Can I assign multiple Goodbye Guardians?

Accepted Answer

Yes, you can assign multiple trusted individuals as Goodbye Guardians.

Question 22

Will Goodbye Guide notify my Goodbye Guardians if I pass away?

Accepted Answer

Unfortunately, we don't have a way to detect if you've passed, so we can't send automatic notifications. Instead, your Goodbye Guardians can access your preferences anytime using their access code.

Question 23

Can I make my Goodbye Guide preferences visible to anyone else?

Accepted Answer

No, only your designated Goodbye Guardians will have access to your preferences to maintain privacy.

Question 24

How do I add a Goodbye Guardian?

Accepted Answer

To add a Goodbye Guardian, log in to your account and go to 'Goodbye Guardians' (you can access this from your profile or during onboarding). Click 'Add Guardian' and enter their first name, last name, email address, phone number, and their relationship to you. You can also add a personal note. Once you save, an email will be automatically sent to your guardian with their unique access code. They can use this code at any time to view your preferences in a secure, read-only format. You can add multiple guardians, and you can remove or update guardian information at any time.

Question 25

What information can my Goodbye Guardians see?

Accepted Answer

Your Goodbye Guardians can see all of your documented preferences and wishes, including your personal information (name, date of birth, address, phone number), all funeral preferences you've set (ceremony type, music, readings, flowers, etc.), any custom preferences you've added, and personal messages you've written. They cannot see your account password, email address (unless you've included it in your preferences), or make any changes to your account. Access is read-only, meaning guardians can view but not modify your information.

Question 26

Can I remove or change a Goodbye Guardian?

Accepted Answer

Yes, you can remove or update a Goodbye Guardian at any time. Go to 'Goodbye Guardians' in your account, find the guardian you want to modify, and click 'Remove' to delete them or edit their information. If you remove a guardian, their access code will no longer work, and they will lose access to your preferences. If you update a guardian's email address, a new access code will be sent to the new email. We recommend notifying your guardians if you make changes, especially if you're removing someone.

Question 27

What if my Goodbye Guardian loses their access code?

Accepted Answer

If a Goodbye Guardian loses their access code, you can resend it to them. Log in to your account, go to 'Goodbye Guardians', find the guardian in question, and click 'Resend Email'. This will send a new email with their access code to the email address you have on file. If their email address has changed, you'll need to update their information first, then resend. The access code remains the same unless you remove and re-add the guardian, which would generate a new code.

Question 28

Can my Goodbye Guardians access my preferences before I pass away?

Accepted Answer

Yes, your Goodbye Guardians can access your preferences at any time using their access code, even while you're still alive. This can be useful if you want to discuss your wishes with them, or if they need to reference your preferences for planning purposes. However, they can only view your preferences—they cannot make any changes. You maintain full control over your account and can update your preferences or remove guardians at any time.

Question 29

How do Goodbye Guardians access my preferences?

Accepted Answer

Goodbye Guardians access your preferences through the Guardian Access page on our website. They'll need the unique access code that was sent to them via email when you added them as a guardian. They enter this code on the Guardian Access page, verify the user details match you, and then they can view all your documented preferences in a secure, read-only format. They can also print a copy of your preferences if needed. The access code looks like: ABCD-1234-EF and should be kept secure.

Question 30

What types of preferences can I document?

Accepted Answer

You can document a wide range of preferences including: Ceremony preferences - type of service (funeral, memorial, celebration of life), location, officiant preferences, Music - songs, hymns, or musical pieces you'd like played, Readings - poems, scriptures, or other readings, Flowers - preferences for floral arrangements or requests for donations instead, Personal messages - messages for specific loved ones or general messages, Custom preferences - anything else that matters to you that isn't covered by standard questions. You can add as much or as little detail as you want, and you can always add more later.

Question 31

Can I add custom preferences that aren't in the standard questions?

Accepted Answer

Absolutely! Goodbye Guide includes standard questions covering common funeral preferences, but we know everyone is unique. You can add custom preferences for anything that matters to you—special requests, specific instructions, cultural or religious considerations, or anything else you want your loved ones to know. Simply go to 'Custom Preferences' in your account and add as many custom items as you need. These will be included alongside your standard preferences when your Goodbye Guardians access your information.

Question 32

How do I edit or update my preferences?

Accepted Answer

To edit your preferences, log in to your account and go to 'My Wishes' or 'Preferences'. You'll see all your documented preferences organized by category. Click on any preference to edit it, or use the 'Add' button to add new preferences. Changes are saved automatically. You can update your preferences as often as you like—your Goodbye Guardians will always see the most current version when they access your information. There's no limit to how many times you can make changes.

Question 33

What if I'm not sure about some of my preferences yet?

Accepted Answer

That's completely fine! You don't need to have all your preferences figured out right away. You can skip questions during onboarding and come back to them later, or leave some preferences blank and add them when you're ready. Goodbye Guide is designed to be flexible—you can add, edit, or remove preferences at any time. It's better to document what you know now and add more later, rather than waiting until you have everything decided. Your preferences can evolve over time, and that's perfectly normal.

Question 34

Where is my data stored?

Accepted Answer

Your data is securely stored within the EU, complying with data protection regulations to ensure privacy and security.

Question 35

What happens to my data if I pass away?

Accepted Answer

Once your guardian accesses your information after your passing, we'll mark your account accordingly. When your guardian confirms all your wishes have been fulfilled, we'll securely delete your data from our systems.

Question 36

How can I download a copy of my Goodbye Guide preferences?

Accepted Answer

You can view all your preferences in your account under 'My Wishes' or 'Profile'. While there isn't currently a direct download feature, your Goodbye Guardians can print your preferences when they access your information using their access code. The print function creates a clean, formatted document that includes all your preferences. If you need a copy of your data, you can contact support@goodbyeguide.com and we can assist you.

Question 37

Who can see my information?

Accepted Answer

Only you and your designated Goodbye Guardians can see your information. Your data is private and secure—we don't share it with third parties, and it's not publicly accessible. Even Goodbye Guide staff cannot view your preferences unless you explicitly contact us for support and grant permission. Your information remains private until your Goodbye Guardians use their access code to view it. You can see who has access by checking your Goodbye Guardians list in your account.

Question 38

How long is my data stored?

Accepted Answer

Your data is stored as long as your account is active. If your account is inactive for an extended period, we may contact you to confirm whether you want to keep your account active. Once a Goodbye Guardian accesses your information after your passing and confirms that your wishes have been fulfilled, we'll securely delete your data from our systems. You can also delete your account and all associated data at any time through your Account Settings. Some information may be retained for a limited period for legal compliance purposes, but will be permanently deleted after this period.

Question 39

Can I export or print my preferences?

Accepted Answer

Your Goodbye Guardians can print your preferences when they access your information using their access code. The print function creates a clean, formatted document that includes all your preferences and can be shared with family members, funeral directors, or kept as a physical record. This is especially useful for situations where digital access might not be available. If you need to print or export your own preferences, you can contact support@goodbyeguide.com for assistance.

Question 40

Is Goodbye Guide compatible with mobile devices?

Accepted Answer

Absolutely! Goodbye Guide is designed to work seamlessly on both mobile and desktop.

Question 41

How is Goodbye Guide different from writing a will?

Accepted Answer

Unlike a legal will, which focuses on assets and inheritance, Goodbye Guide is all about capturing your personal wishes for arrangements, guardianship, and memorialization.

Question 42

Does Goodbye Guide provide any assistance for my Goodbye Guardians?

Accepted Answer

Yes, we provide helpful resources and guidance for Goodbye Guardians to ensure they understand how to respect your wishes effectively.

Question 43

Is Goodbye Guide free to use?

Accepted Answer

Yes, Goodbye Guide is completely free to use. There are no subscription fees, no hidden costs, and no credit card required to create an account. You can document all your preferences, add multiple Goodbye Guardians, and update your information as often as you like—all at no cost. We believe that everyone should have access to this important planning tool, which is why we've made it free for all users.

Question 44

What browsers are supported?

Accepted Answer

Goodbye Guide works with all modern web browsers including Google Chrome, Mozilla Firefox, Microsoft Edge, Safari, and Opera. We recommend using the latest version of your browser for the best experience and security. Goodbye Guide is also mobile-responsive, so it works well on smartphones and tablets using mobile browsers. If you experience any issues with a specific browser, try updating to the latest version or contact support for assistance.

Question 45

Can I use Goodbye Guide on my phone or tablet?

Accepted Answer

Yes! Goodbye Guide is fully mobile-responsive and works seamlessly on smartphones and tablets. You can access your account, update preferences, manage Goodbye Guardians, and perform all account functions from any mobile device. The interface automatically adapts to your screen size for an optimal experience. Whether you're using an iPhone, Android phone, iPad, or Android tablet, Goodbye Guide will work perfectly.

Question 46

What if I have technical issues or need help?

Accepted Answer

If you experience technical issues or need assistance, we're here to help! You can contact our support team at support@goodbyeguide.com. Please include details about the issue you're experiencing, what you were trying to do, and any error messages you saw. We typically respond within 24-48 hours. You can also check our Help Center for answers to common questions, or use the search function to find relevant articles.

Question 47

I'm a Goodbye Guardian—how do I access the preferences?

Accepted Answer

As a Goodbye Guardian, you can access the preferences by going to the Goodbye Guide website and clicking on 'Guardian Access' (or visiting the Guardian Access page directly). You'll need the unique access code that was sent to you via email when you were added as a guardian. Enter this code in the format shown (e.g., ABCD-1234-EF), verify the user details to confirm you're accessing the correct person's information, and then you'll be able to view all their documented preferences. The access code should be kept secure and private.

Question 48

What should I do if I can't find my access code?

Accepted Answer

If you can't find your access code, contact the person who added you as a Goodbye Guardian. They can resend the access code email to you from their Goodbye Guide account. The access code is unique to you and cannot be recovered by Goodbye Guide support for security reasons—only the account owner can resend it. Make sure to check your spam or junk folder, as the email might have been filtered there.

Question 49

Can I print the preferences I'm viewing as a Guardian?

Accepted Answer

Yes! When viewing preferences as a Goodbye Guardian, you'll see a 'Print' button. Clicking this will generate a clean, formatted document that you can print or save as a PDF. This is useful for sharing with family members, providing to funeral directors, or keeping a physical copy. The printed document includes all preferences and personal information that was documented.

Help centre

Account Security

Data Privacy

Features and Usage

For Goodbye Guardians

General

Getting Started

Goodbye Guardians

Preferences