What to Do With a Loved One's Digital Accounts After They Die
A generation ago, settling a loved one's affairs meant dealing with physical things — documents, bank books, property. Today, most of us also leave behind an entire digital life. Email accounts, social media profiles, e-wallets, streaming subscriptions, cloud storage, loyalty points and more.
Most families have no idea this needs to be dealt with. And most have no idea where to start when they realise it does.
Here's a practical guide to navigating a loved one's digital life after they're gone.
Start with access
Before you can do anything, you need to get in. This is often the first and biggest obstacle.
If your loved one left behind a list of passwords — in a notebook, a password manager or a document — you're in a better position than most. If they didn't, you have a few options:
Check their devices first. Many people save passwords in their browser or have accounts that stay logged in on their phone or laptop. If you have access to their device, this is your starting point.
Contact platforms directly. Most major platforms have a process for next-of-kin to request access or account closure after a death. It usually requires a death certificate and proof of your relationship to the deceased.
Accept that some accounts may be inaccessible. Not every platform will grant access to family members regardless of circumstances. Know which battles are worth fighting and which accounts can simply be left to expire.
Social media
Social media accounts are often the most visible and emotionally significant part of a loved one's digital presence. Here's how the major platforms handle it:
Facebook offers two options — memorialisation or removal. A memorialised account stays up as a place for friends and family to share memories, but no one can log in. Removal deletes the account entirely. You can request either through Facebook's Special Request form with a death certificate.
Similar to Facebook — you can request memorialisation or removal. Instagram is owned by Meta so the process is similar.
TikTok
TikTok currently allows family members to request account removal with proof of death. Memorialisation is not currently offered.
LinkedIn allows family members to request account closure. Submit a request through their help centre with a death certificate.
Take your time with this decision. Many families find comfort in leaving accounts up for a period before deciding whether to memorialise or remove them.
Email accounts
Email is often where the most sensitive and important information lives — from financial statements to insurance documents to personal correspondence.
Gmail — Google has a process called Inactive Account Manager that allows account holders to designate what happens to their account after death. If your loved one didn't set this up, you can submit a request to Google as a family member with a death certificate.
Yahoo and Outlook — both have processes for family members to request account closure. Access is rarely granted but closure can usually be arranged.
For practical purposes, if there are important documents in your loved one's email that you need, act quickly — accounts can become inaccessible over time.
E-wallets and digital payments
This is particularly relevant in Malaysia where e-wallets are widely used.
Touch n Go eWallet — contact Touch n Go customer service with a death certificate and proof of relationship. Any remaining balance in the account can be claimed by the next-of-kin, though the process may take time.
GrabPay and Boost — similar processes apply. Contact customer service directly with the required documentation.
Online banking — notify the bank as part of the broader financial administration process. Online banking access will typically be frozen once the bank is notified of the death.
Any remaining balances in e-wallets form part of the estate and should be accounted for accordingly.
Streaming and subscription services
Netflix, Spotify, Disney+, Apple TV and similar services will continue charging the linked payment method until cancelled. Go through the deceased's bank statements or email inbox to identify active subscriptions and cancel them as soon as possible to avoid unnecessary charges.
Most can be cancelled directly through the account settings without needing to contact customer service, provided you have access to the account or the linked email.
Cloud storage
Google Drive and Google Photos — follow the same process as Gmail above.
iCloud — Apple does not transfer iCloud accounts or their contents to family members. However, you may be able to access photos and documents through a legal process with a court order. Apple has a Digital Legacy feature that allows account holders to designate legacy contacts in advance.
Dropbox and OneDrive — contact customer service with a death certificate to request access or closure.
If there are important files or photos stored in the cloud, act sooner rather than later.
Loyalty points and rewards
Loyalty points — from airlines, hotels, credit cards and retail programmes — are often overlooked but can be surprisingly valuable.
AirAsia BIG Points, Enrich Miles (Malaysia Airlines) — both have processes for transferring or redeeming points after a member's death. Contact their customer service with a death certificate.
Credit card reward points — check with the bank. Some allow points to be redeemed before the account is closed, others do not.
Retail loyalty programmes — most will simply expire when the account is closed. Check the balance and redeem what you can before notifying them of the death.
Crypto and digital assets
If your loved one held cryptocurrency or other digital assets, this is one of the most complex areas to navigate.
Without access to their wallet keys or seed phrases, crypto assets may be permanently inaccessible. There is no central authority to appeal to.
If you know your loved one held crypto, search their devices and documents carefully for wallet information, seed phrases or any record of exchanges they used. If they used a centralised exchange like Luno or Binance, contact the exchange directly with a death certificate — they may be able to assist with account access or closure.
This is an area where getting legal advice early is strongly recommended.
A practical starting point
Rather than trying to tackle everything at once, start here:
Frequently asked questions
Is it legal to access a deceased person's accounts?
This is a grey area that varies by platform and jurisdiction. In Malaysia, as the executor or next-of-kin, you have legal authority over the estate including digital assets. However individual platforms have their own policies. Acting as executor and having a death certificate will get you further than most.
What if I can't access their email or social media?
Contact the platform directly with a death certificate and proof of relationship. Most major platforms have a dedicated process for this. It may take time but it is usually resolvable.
Do digital assets form part of the estate?
Yes. E-wallet balances, loyalty points with cash value and crypto assets are all considered part of the estate and should be included in the estate administration process.
What happens to a loved one's data after their accounts are closed?
Most platforms delete data permanently after an account is closed. If there are photos, documents or messages you want to preserve, download them before requesting account closure.
Should I notify all platforms at the same time?
Not necessarily. Prioritise based on financial impact first — e-wallets, subscriptions and accounts with balances. Social media and email can follow once the more urgent matters are handled.
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