If you get stuck, you’ll know exactly what to do.
Getting started, the first 20 minutes, backups, your handoff. Pick what you need below — or write to a real person any time.
What do you need help with?
Pick an area — each one goes straight to plain-language answers.
Getting started
Opening Life on Track after you buy, entering your key, and knowing what to do first.
Get help →The first 20 minutes
Completing the essential setup, one section at a time — without feeling overwhelmed.
Get help →Backup & restore
Saving a backup you control, storing it safely, and restoring on a new phone or computer.
Get help →Handoff help
Preparing what a trusted person would need — and deciding what to share now.
Get help →Print & export
Printing a clean summary or exporting a copy to keep, file, or hand to someone.
Get help →Privacy & safety
What stays on your device, what never to email us, and how to keep your file safe.
Get help →Something not working
Quick fixes for the app not opening, changes not saving, and how updates reach you.
Get help →Trusted with a digital file?
For a trusted person stepping in: how to open what someone left you — no account, nothing to install.
Start here →Talk to a real person
Prefer to just ask? Write to us — a real person reads and replies to every message.
Email us →I just purchased — where do I start?
After checkout you’ll get a setup email with your license key and a link to open Life on Track. Open the link, enter your key, and you’re in. Then add it to your device so it’s one tap away, and make your first backup.
Open Life on Track and enter your key
Click the link in your setup email to open Life on Track in your browser. Enter your license key where prompted — you only do this once on each device. Full step-by-step instructions live on the Download & Setup page.
I didn’t receive my setup email
Check your spam or promotions folder first. If it’s still not there after a few minutes, email support@lifeontrack.store from the address you used at checkout and we’ll resend it.
Add Life on Track to my device
Life on Track can be added to your home screen so it opens like an app — no App Store needed. The Download & Setup page shows how on iPhone, Android, Mac, and Windows.
My license key doesn’t work, or I lost it
Go to My Orders and enter the email you used at checkout. You’ll get a secure sign-in link and can see every order and license key right away — no need to wait on us. If that does not turn up your purchase, email support@lifeontrack.store from your purchase email address and we can verify your order and resend your key. We can’t see your private file — it lives on your device, not our servers — but we can get you back into your workspace.
I bought an add-on but don’t see it
Add-ons may use a separate key. Check your setup email for the add-on key, open Life on Track, and enter it where prompted. If it still doesn’t appear, email support with your purchase email and which add-on you bought.
Help with the first 20 minutes
You don’t have to finish everything at once. Get the essentials down in about 20 minutes, then build it out over time. Start with who to call and your medical basics — the things that matter most in an emergency — and add the rest whenever you like.
What should I fill in first?
Start with your emergency contacts and medical basics — allergies, medications, preferred hospital. Then add where key documents are kept. Everything else can wait. The How It Works page walks through the full journey, section by section.
Do I have to complete it all now?
No. Your file saves as you go. Come back any time and pick up where you left off — there’s no deadline and nothing to lose by taking it in small pieces.
What does the Guide Me button do?
Guide Me is a calm, section-by-section helper built into the app. Tap it and it explains what belongs in the section you’re on, why it matters, and a good first thing to enter — so you’re never staring at a blank field. It’s not a chatbot, and it never judges what you’ve filled in.
There’s already a sample inside the app — what is it?
Your Life on Track comes with a built-in sample (the Parker Family) so you can see what a finished file looks like. Look through it any time to learn where things go. It’s only an example — it never appears in your own summary, handoff, or printouts.
Backup & restore help
Your file lives on your device, not our servers — so a backup is how you keep it safe and move it between devices. It takes a minute, and where you store it is always your choice. Do it early.
How do I make a backup?
Open Life on Track and go to Backup & Restore in Settings, then choose Download My Backup Copy. Save the backup file somewhere you trust.
Where should I store my backup?
That’s your call — you’re in control of where it goes. Save it to your own cloud drive (like iCloud, Google Drive, or Dropbox), keep it on a USB flash drive, or hand that flash drive to a trusted person for safekeeping. Just keep it somewhere private, since it’s a copy of your real information.
How do I move my file to a new phone or computer?
On your current device, make a backup (above). On the new device, open Life on Track and choose Restore My Backup Copy to load that backup file. Your information comes right across.
I closed the app — where’s my file?
It’s saved in the browser on the device where you created it. Reopen Life on Track in that same browser and it’ll be right where you left it. If you switched devices or cleared your browser data, you’ll restore from your backup file.
I lost my file and have no backup
Because files are stored only on your device — by design, for your privacy — we can’t recover one without a backup. You’d start a fresh file. Email us and we’ll make sure you have everything to begin again, then set up Backup & Restore in Settings so it never happens twice.
Preparing your handoff, step by step
Once your key information is in, Life on Track helps you prepare a clear handoff a trusted person can use if they ever need to step in. Here’s how.
Start with your emergency summary
Make sure who-to-call and your medical basics are complete and current.
Choose the right trusted person
Pick someone who could realistically step in — not just anyone in your phone.
Decide what they should know now
Some things they may need today; others only if something happens. You choose.
Point them to your backup
Make sure they know where your backup is stored and how to open it.
Trusted with a Life on Track file?
This part is for you — the trusted person someone asked to step in. You don’t need an account, and there’s nothing to install. Here’s how to open what they left you and find what matters first.
Someone gave me a digital file — how do I open it?
Open the link or file they shared on any phone or computer with a web browser. It opens as a clean, read-only summary — no login, no app, no setup. If they gave you a backup file instead, reply to their message or email support@lifeontrack.store and we’ll walk you through opening it.
Do I need an account or the app?
No. A handoff is built to be opened by someone who has never used Life on Track. There’s nothing to buy, download, or sign up for — you just view what they chose to share with you.
Can I change anything by accident?
No. What you receive is read-only. You can read it, print it, or save a copy, but you can’t edit their information — so there’s no way to change something by mistake.
Where should I look first?
Start with the emergency summary — who to call, medical basics, and where important documents are kept. It’s laid out so you can act without knowing the app. If anything is unclear, email us and a real person will help.
Print & export help
Sometimes paper is the most useful version — on the fridge, in a go-bag, or handed to someone. You can print a clean summary or export a copy to keep.
How do I print or export?
Open the summary or handoff view and use your device’s print option — it’s formatted to read clearly on paper. Print just the one-page emergency summary, not your whole file: it’s the most useful on paper and keeps the rest private. Store any printout like any important document.
Our privacy-safe support promise
Your file is saved on your device and is never stored on our servers — so we can’t see your household, medical, legal, or financial details, and we’ll never ask you to send them. To keep it that way, please leave private contents out of your support emails.
Helpful to include
- Your device and browser (e.g. “iPhone, Safari”)
- Which product or add-on you bought
- The email you used at checkout
- What you were trying to do
Please never email us
- Passwords or license keys in full
- Medical, legal, or financial details
- Documents from your file
- Your actual backup file
If we ever need more to help you, we’ll ask for only what’s necessary. The full explanation lives on the privacy page.
Troubleshooting
Most issues come down to setup, a key, or a browser. If none of the below fixes it, email us — we’ll help you pinpoint it.
The app won’t open or looks broken
Try reopening the link from your setup email in an up-to-date browser (Safari, Chrome, or Edge). If it still looks off, tell us your device and browser and we’ll pinpoint it.
My changes didn’t seem to save
Make sure you’re opening Life on Track in the same browser on the same device. Private/incognito windows don’t keep your file, so use a normal window. A recent backup is always your safety net.
How do updates work?
Updates come by email or by opening the latest app link. They never give us access to your private file — it stays under your control at all times.
Still stuck? You’re not on your own.
Write to support@lifeontrack.store and a real person will help. We read every message and reply within 2 business days. We’ll help you sort it out.
Helpful to include: your device and browser, which product you bought, the email you used at checkout, and a short note on what happened — but never private details or your backup file.
Just exploring? Try the Interactive Sample — no purchase, no account.