FREQUENTLY ASKED QUESTIONS

 iM lets you record video messages and write physical letters for the people you love — delivered after you pass, on the exact dates you choose. A birthday five years from now. A wedding day. Christmas morning. Your words arrive when they're meant to, even when you can't deliver them yourself. 

 Two safeguards working together: regular check-ins while you're alive, and a trusted executor who confirms your passing when the time comes. Nothing is ever delivered on a guess — delivery only begins after your executor confirms your passing and the date it occurred. 

 No. This is the foundation of iM. Until your executor confirms your passing, every video and letter stays sealed. If you never miss a check-in, nothing ever moves. If a check-in is missed by mistake, you can simply respond to a reminder — and everything stays exactly as it was. 

 No. Videos arrive by email with a private viewing link — they work on any phone, tablet, or computer, with no account and no app to install. Letters arrive in the mailbox, on paper. 

 Anyone with something left to say. Parents recording birthday messages for young children. Grandparents leaving stories. Spouses leaving anniversaries. People facing illness who want to be present at moments they may miss. And people in perfect health who simply want to be prepared. 

 Up to three minutes — long enough to say what matters, short enough that you'll actually finish it. 

 As many times as you want. Watch it back, redo it, take your time. Nothing is final until you approve it. 

 As many times as you want. Watch it back, redo it, take your time. Nothing is final until you approve it. 

 Yes — while you're alive, your library is yours. Re-record or update anytime from your video dashboard. 

Yes. A video can be for one person, a few people, or everyone you've added. 

 You can buy more anytime from your dashboard — you're never locked into your original package. 

 Yes. Every video is automatically converted to a universal format that plays on iPhones, Androids, tablets, and computers. 

 Yes — your words are transcribed when you record, and captions play in sync with the video. 

 Up to two beautifully typeset pages. Your host can help you write it, or you can write every word yourself. 

 Every letter includes a third page with a QR code that leads to your personal iM profile — so the person holding your letter on paper can also watch every video you left for them. 

 Yes — professionally printed, sealed, and delivered by mail. We dispatch each letter two weeks before your chosen date so it arrives right around the moment you intended. 

Yes. Write one letter to the household, add a single shared address, and we'll address the envelope properly — full names for one or two recipients, "The [Family Name] Family" for three or more. 

Yes, while you're alive. Once your passing is confirmed and a letter has been dispatched to print, it's on its way. 

You can update their address anytime from the People page. Every address is verified for deliverability when it's saved. 

 Periodically, iM sends you a simple check-in: one tap confirms you're well, and that's the end of it. The check-in is also available on your dash. If you're logged in, you can reset your check-in every day if you'd like.

Reminders — several of them, spaced out over days. Missing a check-in because you were on vacation doesn't set anything in motion; responding to any reminder resets everything. 

Only after every reminder goes unanswered do we contact your executor (and backup executor) and ask them to check on you. Even then, nothing is delivered — your executor must actively confirm your passing, with a date, before anything moves. If it's a false alarm, one tap from you stops everything. 

Correct. Missed check-ins alone never trigger delivery. No executor confirmation, no delivery — your messages simply wait, sealed. 

Anyone — family, friends, anyone who matters. There's no limit tied to a "family tree"; your people are whoever you say they are. Small packages include 5 recipients. Large packages include 10 recipients, and additional recipients can be added for $15 each.

 A name and relationship to start. An email address for video delivery and a mailing address if they'll receive a letter. 

 Not unless you tell them. Nothing is sent to beneficiaries until your passing is confirmed.

Yes, anytime from the People page. 

One job: when you pass, they confirm it — and tell us the date. That date anchors every delivery you planned. 

Add them in the app with their email. They receive an invitation explaining what iM is and what you're asking of them, and they accept with their own login. 

Yes, we prefer you do — a backup executor is contacted alongside your primary if check-ins go unanswered. 

No. Your executor confirms your passing — they don't get access to your content or your account. 

There's a built-in 48 hr. grace window between confirmation and the first delivery. During that window, a single check-in response from you stops everything cold. A living account holder always outranks an executor report. 

 We thank them, the grace window passes, and then your delivery schedule locks to the passing date they reported. Immediate messages go out first; everything else waits for its chosen date — exactly, never approximately. 

 That's what the backup is for — and you can change your executor anytime while you're alive. We recommend revisiting your choice every few years, the same way you would a will. 

Videos arrive by email on the exact date you chose — an anniversary of your passing (1, 5, or 10 years), a holiday like Christmas or Mother's Day, a specific date like a birthday, or right away. Never early, never off-date. 

Every schedule is anchored to the passing date your executor reports. "One year after I pass" resolves to a real calendar date the moment your passing is confirmed. 

Letters are dispatched to print two weeks before your chosen date, so paper arrives around the moment you intended. Mail transit isn't guaranteed to the day — videos are exact; letters are close. 

 It rolls forward to the next occurrence — a message meant for a birthday finds the next birthday, not a date in the past. 

 They get an email with a private link. They verify their email address (or enter a 6-digit code), and the video plays — no account, no app, no password to invent. 

Every creator has a personal profile where their delivered videos live — a timeline your loved ones can return to for years. Recipients reach it from any video's watch page or by scanning the QR code in your letters. Only delivered messages appear; anything still scheduled stays hidden until its day. 

 Viewing links are private and email-gated — each viewer verifies their own access. Your profile shows only what has already been delivered. 

 Yes. Your videos and letters are visible to no one but you until they're delivered. Not your beneficiaries, not your executor. 

 Your content is stored encrypted in secure cloud infrastructure; viewing links are private and expire, and payment details never touch our servers (they go directly to Stripe). 

It becomes a legacy. Your delivered messages live on your profile for your loved ones to revisit.

Standard reset by email, anytime. 

For as long as it takes. Whether delivery happens next year or in forty, that's the product. 

That's the best time. Most of us don't get a warning. 

 Your videos are yours — record in any language. (The in-app host currently guides you in English.) 

 Use a parent's or guardian's email and update their contact details anytime while you're alive. 

No. iM delivers your words, not your assets. It complements a will; it doesn't replace one. Your executor role at iM is separate from a legal executor (though they can be the same person). 

Accept the invitation, create your login, and that's it for now. You'll only hear from us again if your person stops responding to check-ins. When the time comes, you'll confirm their passing and the date — iM handles everything else they planned. 

You can cancel and/or delete your iM account at any time.

We have a 100% Satisfaction Guaranteed or your money back. After onboarding, if you're unhappy with your iM account in any way, you can request a refund. Refunds are available for 90 days after sign-up.