Adding Recipients to Your Client’s Vaults
Recipients are the people who should receive access to a client’s vault contents at the appropriate time. Setting recipients early prevents last-minute confusion and reduces risk during emergencies.
Each vault supports up to 4 recipients. Client accounts include unlimited vaults. For clients with complex family structures, create separate vaults for different recipient groups.
Confirm the client understands the difference between:
• Recipients — the people who receive access to vault contents
• Beneficiaries — the people who receive assets via legal instruments
Recipients should match the client’s real-world intent, not assumptions.
How to Add a Recipient
Go to Clients, click the 3 dots next to the client’s name, and select Manage vaults. Then follow the steps below.
Step 1 — Open the Recipients Section
Click Recipients from the left pane in the client’s home screen.
Step 2 — Add a New Recipient
Click the + Add Recipient button.
Step 3 — Enter Contact Information
Enter the recipient’s full name, email address, and phone number. Use accurate contact details — wrong contact information is the number one cause of delivery failure.
Step 4 — Write a Personalized Greeting Message
Write a personalized greeting message for this recipient. This is the first thing they will see when the vault is delivered and they attempt to retrieve its contents.
Make the greeting thoughtful and comprehensive. If the advisor is setting this up on behalf of the client, confirm with the client what message they want their loved ones to receive. This message carries real emotional weight at the moment of delivery.
Step 5 — Create Passphrases
Create each recipient’s set of passphrases. Choose the minimum number of passphrases the recipient must answer to unlock the vault at delivery time. Type a question in the Question field and provide the required answer.
Even if the recipient only needs to answer one or two questions to unlock the vault, complete all three. The additional questions serve as backup options in case the recipient forgets or misremembers one answer.
Step 6 — Save and Repeat
Click Save after completing the form. Repeat the process for each additional recipient. Remember: each vault supports up to 4 recipients.
Recipients cannot add, edit, delete, or change vault content at any time — before or after delivery. This is our promise that your client’s wishes are never tampered with.
Before delivery, recipients can preview file names only or full contents depending on the mode chosen when sharing the preview link. After delivery, they view content securely but cannot change anything.
Only the vault owner can edit content, and only before delivery. Once delivered, the vault is permanently locked exactly as the client intended. We are on their side.
Advisor Best Practices
- Add at least one primary recipient and one backup where appropriate.
- Use accurate email and phone. Wrong contact details are the #1 cause of delivery failure.
- Document why the recipient is included if your workflow supports notes.
- For clients with more than 4 intended recipients, create separate vaults for different recipient groups.
Common Issues and Fixes
- Client is unsure who to add: Schedule a 10-minute “recipients clarification” call before proceeding.
- Wrong recipient added: Remove the record and add the correct one. Do not leave “maybe” recipients in place.
- Recipient contact info has changed: Update immediately to prevent failed delivery later.
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