Although we have a quick response time to our customer’s emails, our FAQs page is actually the quickest way to get answers to your most important questions.
How to pass control of my account to someone else if I die?
We always advise users to add at least one other person as an admin to every Storytrees profile they create. Admin have many of the powers of the account owner for the individual profiles they are assigned to. But admins do not have ownership of a deceased person’s account automatically, they must contact us and after checks and verification process we can confirm as an authorised person who can then control all of the profiles of the deceased.
How long will my profile exist for?
If it is your desire, we will delete your account along with all your profiles when you request us to. But our goal is for Storytrees profiles to be available and accessible so that in a 100 years time your great grandchildren will be able to view your profiles and find out about your life.
Account owner did not add another admin to their profile and they have passed away and the account cannot be accessed, what can be done?
You will need to contact us and we will to go through the necessary checks - please note: you may face some difficulty getting approved.
What are Storytrees QR codes?
A QR code is a pattern of black and white squares that can be read by a smart phone, allowing the phone user to get more information about something. A new QR is generated for every Storytrees profile created and it allows people to easily scan the code with their phones and be sent directly to your profile.
What are the delivery times for your QR code plaques?
You will normally receive your items within 5 working days for UK destinations. For international shipping it is a bit harder to determine, but we try to post international stickers same or next working day and you can usually expect to receive your stickers within 2 weeks.
I cannot scan my QR codes, what’s happening?
Some devices do not have a built in QR code scanner and you will have to download a QR code scanner app from the device’s app store.
If your device is capable of scanning QR codes then the amount of lighting available can affect the ability to scan. So to can distance, you will sometimes need to get close to the QR code to scan it, or alternatively, zoom in from a distance (zooming in works but there is a limit to when the code will become too blurred).
Ensure your QR code is clean to prevent scanning issues caused by dirt.
For downloaded QR codes:
If you print out your own QR codes, make sure they are not blurry, the codes should look clear and sharp. Increasing or reducing their size could cause blurriness.
Ensure your QR code is clean to prevent scanning issues caused by dirt.
For downloaded QR codes:
If you print out your own QR codes, make sure they are not blurry, the codes should look clear and sharp. Increasing or reducing their size could cause blurriness.
Will you sell my data to third parties?
No – is the short and definitive answer.
How do I completely delete my account and all my data?
No problem, send us an email and we will happily carry out your request.
Why don’t you have any onetime payment plans?
We much as we would love to, we have to ensure that we take great care of your memories. This means we have a lifetime commitment of keeping your data safe and secure, this would be very challenging to do while we incur continual server space costs and other technical requirement expenses. Your annual subscription allows us to keep your Storytrees running smoothly and securely for as long as you need it.
Will everyone be able to see the profiles I create?
You have the option to make your profiles totally private for only you to enjoy. Or, you can add members so that only people you add can see the profiles. There are two other options:
Public Mode: Where anyone can visit your Storytrees profile and they do not even need to register an account with us. However, no one can leave comments unless the profile owner adds them as a member.
Public - Messaging Mode: In this mode, anyone can see and also add tributes and stories (nothing else) to a profile. After 30 days, the profile will automatically revert back to private mode.
Public Mode: Where anyone can visit your Storytrees profile and they do not even need to register an account with us. However, no one can leave comments unless the profile owner adds them as a member.
Public - Messaging Mode: In this mode, anyone can see and also add tributes and stories (nothing else) to a profile. After 30 days, the profile will automatically revert back to private mode.
Is my data secured?
We take the protection of your data very seriously, including the use of SSL encryption throughout our site.
An SSL certificate cryptographically establishes an encrypted link between a browser and a web server. This link ensures that all data sent between your browser and our web server remains private.
Also, only personal data that needs to be access by our staff for the maintenance, troubleshooting, upgrades and necessary business activity will be accessed and only when necessary.
An SSL certificate cryptographically establishes an encrypted link between a browser and a web server. This link ensures that all data sent between your browser and our web server remains private.
Also, only personal data that needs to be access by our staff for the maintenance, troubleshooting, upgrades and necessary business activity will be accessed and only when necessary.
Family Tree feature: I am unable to add enough relatives, in particular: aunts/uncles, brother/sisters & cousins…why is this?
Our Family Tree feature is still in beta phase and we have updates planned to improve the functionality. The Family Tree is one of our favourite features and we intend to increasingly improve upon it. Information will be emailed to our users when updates and developments are made to our features.
Family Tree feature: Why can I not link other family members together, so that I can clearly see how extended family members are connected?
You can view how each relative is connected to one another by clicking on the person’s photo frame on the tree. However, a more sophisticated way of viewing all relative connections from one tree is currently in development.
Our Family Tree feature is still in beta phase and we have updates planned to improve the functionality. The Family Tree is one of our favourite features and we intend to increasingly improve upon it. Information will be emailed to our users when updates and developments are made to our features.
Future Words feature: What happens if I leave a Future Words message and I die, how do I ensure the message will be seen?
We always advise users to add at least one other person as an admin to every profile. This way, if you leave a future message, someone will be able to access it and make it viewable on your profile if you haven’t already done so (and you would have liked to).
If you have not added another admin, or the admin you’ve added has problems accessing your profile, and another family member wants to access your Future Words message, they will need to contact us and we will to go through the necessary checks - please note: they may face some difficulty getting approved.
If you have not added another admin, or the admin you’ve added has problems accessing your profile, and another family member wants to access your Future Words message, they will need to contact us and we will to go through the necessary checks - please note: they may face some difficulty getting approved.
Future Words feature: my message is not appearing on the profile?
Perhaps you may have forgotten to tick the “Make visible” checkbox. We implemented this additional option to protect your important message.
Funeral booklet: I cannot zoom in on my mobile?
On mobile you can zoom into the booklet for a clearer picture. If your mobile is not able to zoom, it's because the browser as disabled the zoom feature. To activate zoom for the mobile chrome browser, go to the 3 dots on the top right, select settings, then accessibility, then check the "Force enable zoom" check box. You should be able to see the booklet text clearer now.