Question 1

What is Hailoom?

Accepted Answer

Hailoom is a digital legacy platform that helps you preserve, organize, and share your life's memories with loved ones. Think of it as a secure, emotional vault where you can store photos, videos, letters, and stories organized by the feelings they evoke.

Question 2

How do I create my first vault?

Accepted Answer

After signing up, click 'Create New Vault' from your dashboard. Choose an emotional category (Joy, Love, Peace, etc.), give it a meaningful name, and start adding entries. You can add text, photos, videos, and more to capture your memories.

Question 3

Is Hailoom free?

Accepted Answer

Start preserving your memories for free — every account includes 1GB of secure storage for your most treasured moments.

Question 4

How do I create a journal entry?

Accepted Answer

Choose between Text, Video, or Audio based on what feels right. You can write your thoughts with rich formatting, record a video message, or capture an audio recording. On the Journaling and Legacy plans, the AI Writing Coach can help you reflect and organize your thoughts.

Question 5

What are themes and how do they work?

Accepted Answer

Themes are guided writing prompts that help you get started. Basic themes (available on Journaling and Legacy plans) include Daily Gratitude, Emotional Check-In, Moments of Joy, and more. Premium themes (Legacy plan only) cover deeper topics like Family History, Life Lessons & Wisdom, and Life Philosophy.

Question 6

How secure is my data?

Accepted Answer

Your data is protected with end-to-end AES-256 encryption. Your encryption keys are derived from your password and never stored on our servers. We use industry-standard security practices including HTTPS, regular security audits, and SOC 2 Type II certified infrastructure.

Question 7

Who can see my vaults?

Accepted Answer

All vaults are private and only visible to you — nobody else can see them. On the Journaling and Legacy plans, you can assign individual entries within your vaults to beneficiaries, choosing exactly which memories they will receive and when (immediately, on a scheduled date, or after your passing).

Question 8

Can Hailoom staff access my content?

Accepted Answer

No. Because of our end-to-end encryption, even our staff cannot decrypt or view your vault content. Only you and the people you explicitly grant access to can see your memories.

Question 9

Does Hailoom support two-factor authentication?

Accepted Answer

Yes. You can enable TOTP-based two-factor authentication (2FA) from your Security Settings. Once enabled, you'll need a 6-digit code from your authenticator app in addition to your password when logging in. Backup codes are also provided.

Question 10

What happens if I forget my password?

Accepted Answer

You can reset your password via email. However, because of our encryption model, you'll need to set up a new encryption key, which means you may lose access to encrypted content. We recommend setting up MFA and keeping your password secure.

Question 11

What types of content can I upload?

Accepted Answer

You can create text entries with rich formatting, record or upload videos (MP4, WebM, MOV), and record or upload audio (MP3, WAV, M4A). Video and audio recording require a Journaling or Legacy plan. Everything can be organized by emotional categories.

Question 12

Is there a file size limit?

Accepted Answer

Free accounts have a 1GB total storage limit. The Journaling plan offers 25GB, and the Legacy plan provides unlimited storage. Individual files can be up to 500MB.

Question 13

Can I edit or delete content after uploading?

Accepted Answer

Yes, you have full control. You can edit text entries, add or remove files, and delete content at any time. Once deleted, content is permanently removed from our servers within 30 days.

Question 14

How do emotional categories work?

Accepted Answer

Hailoom organizes memories by emotions (Joy, Love, Peace, Hope, Gratitude, Memory) instead of dates or folders. This helps you find and relive moments based on how they made you feel, creating a more meaningful way to navigate your legacy.

Question 15

What is the AI Writing Coach?

Accepted Answer

The AI Writing Coach is available on Journaling and Legacy plans. It helps you get started by asking thoughtful questions, suggesting prompts based on your selected theme, and can generate suggested content that you can insert directly into your entry.

Question 16

What is a beneficiary?

Accepted Answer

A beneficiary is someone you designate to receive specific entries and memories from your vaults. This feature is available on the Journaling and Legacy plans. Beneficiaries can be family members, close friends, or anyone you want to share parts of your legacy with.

Question 17

How do beneficiaries get access?

Accepted Answer

When you add a beneficiary, you assign individual entries to them and choose a delivery method: immediate, on a scheduled date, or after your passing. They receive a secure access code to view the designated content as read-only.

Question 18

What is post-mortem delivery?

Accepted Answer

Post-mortem delivery means your designated entries will be securely delivered to your beneficiaries after your passing is reported and verified. Beneficiaries receive a secure access code to view the content you assigned to them.

Question 19

Can I change beneficiaries later?

Accepted Answer

Yes, you can add, remove, or modify beneficiary access at any time. You control exactly who sees what, and you can revoke access whenever needed.

Question 20

Can beneficiaries add their own content?

Accepted Answer

No. Delivered content is read-only — beneficiaries can view the entries you have assigned to them, but they cannot add, edit, or comment on any content. This ensures your memories are preserved exactly as you intended.

Question 21

How do I report a passing?

Accepted Answer

Anyone — a beneficiary, family member, or friend — can report a passing through our dedicated form. You will need to provide a mandatory death certificate (PDF, JPG, or PNG), information about the deceased, and your contact details. Optionally, you can provide funeral home information and an obituary URL to speed up verification. The report goes through a rigorous multi-step verification process including document analysis, identity verification, and public records cross-referencing before any content is released to beneficiaries.

Question 22

How does Hailoom verify a death notification?

Accepted Answer

Hailoom uses a weighted multi-factor verification system with five factors: Document Authenticity (35%) — the uploaded death certificate is analyzed for validity; Reporter Identity (25%) — we verify the reporter's email and check if they are a registered beneficiary; Public Records (25%) — we cross-reference obituaries and funeral home information; Temporal Consistency (10%) — we check that dates and account activity patterns are consistent; Multiple Reporters (5%) — additional corroborating reports strengthen confidence. An administrator reviews all cases before content is released.

Question 23

Why is a death certificate required?

Accepted Answer

A death certificate is mandatory to protect against unauthorized access to a user's digital legacy. It is the most reliable official document confirming a person's passing. Without it, our verification system cannot proceed. The certificate accounts for 35% of the overall verification confidence score. All uploaded documents are stored securely with end-to-end encryption and are only accessible by authorized verification staff.

Question 24

What happens with the funeral home information?

Accepted Answer

If you provide funeral home details (name, phone number, address, contact person), our verification team may contact them to independently confirm the passing. This information is optional but significantly speeds up the verification process and increases the confidence score. Funeral home data is processed under GDPR Article 6(1)(f) — legitimate interest in preventing fraudulent claims — and is retained for up to 7 years for legal compliance.

Question 25

How long does the verification process take?

Accepted Answer

The verification process typically takes 2-5 business days. The timeline depends on several factors: how quickly you confirm your email, the quality and clarity of the death certificate, whether funeral home information is provided (which can speed things up), and whether any additional documentation is needed. You will receive email updates at each step of the process. In urgent cases, please contact our support team.

Question 26

How do I upgrade to premium?

Accepted Answer

Visit your Account Settings and click 'Upgrade Plan'. Choose your preferred tier and enter payment information. Your upgrade is immediate, and you'll be billed monthly or annually based on your selection.

Question 27

Can I cancel anytime?

Accepted Answer

Yes, there are no long-term contracts. Cancel anytime from your Account Settings. You'll retain premium features until the end of your billing period, then automatically switch to the free plan.

Question 28

What happens to my data if I cancel?

Accepted Answer

Your data remains safe and accessible on the free tier (up to 1GB). If you exceed the free storage limit, you'll need to upgrade again or remove content to continue adding new memories.

Question 29

Do you offer refunds?

Accepted Answer

We offer a 30-day money-back guarantee on all premium plans. If you're not satisfied for any reason within the first 30 days, contact support for a full refund.

Question 30

Can I customize my notification preferences?

Accepted Answer

Yes. Hailoom offers notification controls for email and in-app notifications. You can manage preferences for birthday reminders, anniversary suggestions, and more from your account settings.

	Free $0	Most Popular Journaling $2.99/mo	Legacy $3.99/mo
Journaling Features
Text journaling
Video & audio recording
AI writing assistance
Emotional tracking
Basic themes
Premium themes
Legacy & Beneficiaries
Legacy letters
AI legacy assistance
Scheduled delivery
Recurring delivery
Beneficiaries	0	Unlimited	Unlimited
Storage & Limits
Storage	1 GB	25 GB	Unlimited
Max video length	—	60 min	Unlimited
Support
Support level	Community	Email	Priority

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