What happens in the event of an account holder’s death?

What Happens in the Event of an Account Holder’s Death? 

First, please accept our sincere condolences if you are reaching out to us during such a difficult time. 

To help us assist you smoothly, we need to verify the account holder's passing. As a rule, we require a copy of the official Death Certificate to formally record this in our systems. 

You can contact us by emailing [email protected] or by creating a free Heart Internet account and opening a support ticket. 

Here is how we handle the most common situations: 

1. If the Deceased Was an Individual Account Holder 

To grant access to the executor or administrator of the estate, we require copies of: 

• A valid photo ID of the executor/administrator
• The Will or Letters of Administration (if no Will exists)
• The Death Certificate 

Once verified, we will grant access to the Heart account. From there, the estate representative can: 

Are you in touch with the estate representative? 

Please ask them to contact us as soon as possible so we can ensure services remain active without interruption. 

2. If the Deceased Managed an Account for a Company or Organization 

The passing of an employee or director does not automatically mean the business account will be closed. 

If Companies House records show that the business remains active with other registered directors, we will verify who is currently authorized to act on behalf of the company rather than processing this as a deceased individual case. 

What to do if your company's account was managed by someone who has passed away: please email us at [email protected]. We will guide you through the business account recovery process and let you know what documents are required. 

3. If You Were a Client of the Deceased Heart Account Holder 

If someone who managed your domain or hosting services on your behalf has passed away, and you have proof of the domain or hosting arrangements, we canhelp you transfer those services under your direct control. 

We also have dedicated policies for non-contactable account holders as a fallback. Our team will review your case and advise you on the exact documents needed to prove and take ownership of your services.