If you get stuck, you’ll know where to start.

Open the app link from your purchase email on the device you plan to use, then install Life on Track there — Safari on an iPhone, iPad or Mac; Chrome or Edge on Windows; the full Chrome app on Android (not the small window inside your email app). Having Samsung Internet installed is fine, but do not use it to open or install Life on Track. Open Life on Track from its installed icon and enter your license key where prompted; you normally do this only once on each device. Full step-by-step instructions live on the Installation & Getting Started page.

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.

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 the email address you used at checkout 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 help you get back into it.

An add-on bought on its own comes with its own license key: check your purchase email for it, then in Life on Track open Settings → Access & Add-ons, enter it under Add a license key, and choose Activate. If you bought the Complete Family Bundle, your one Bundle key already includes all three add-ons. If it still doesn’t appear, email support from the email address you used at checkout and tell us which add-on you bought.

Start with your emergency contacts and medical basics — allergies, medications, preferred hospital. Blood type and allergies go in each person’s record in People & Contacts, and who makes medical decisions goes in Hospital Plan; to show them on your Emergency Sheet, turn on the checkbox in Emergency Info. Then add where key documents are kept. Everything else can wait. Guided Setup offers eleven short, skippable steps for the essentials, and it is the place to begin. The other Setup Guides on Home are optional and can be opened in any order. The How It Works page covers the same calm journey here on the site.

Yes. Your Trusted Person Plan lets you leave a written note, a voice message, or both. The written note appears at the top of the Trusted Person Packet; recordings are not printed or put in the Offline Handoff File. The Final Wishes & Legacy Planning add-on has the same option in its Personal Notes section. Recordings are made and kept on your device, and they are included when you create a Backup Copy. If the Record button does not appear, update your device’s software; you can still write a note.

Guide Me is a calm helper built into Life on Track. Turn it on at the top of the screen (or in Settings) and it suggests what to consider in the section you’re on and a good next step — so you have a place to start instead of a blank field. Turn it off any time. It’s not a chatbot, and it doesn’t judge what you’ve filled in.

Your Life on Track comes with a built-in Interactive Sample so you can see what a filled-in file looks like. Look through it any time to learn where things go. It’s only an example — it doesn’t appear in your own summary, handoff, or printouts.

In Life on Track, open Review & Backup in the top toolbar, then choose Create New Backup. Save the backup file somewhere you trust. If you turn on password protection for your backups, Life on Track asks you to print a recovery card first. Keep that card somewhere safe, such as a fireproof box or with your trusted person: Life on Track cannot recover or reset a lost password. When you want reassurance, the Backup Confidence Check in the same menu helps you confirm that a recent backup exists and that your family knows where it is.

That’s your call. 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.

It is Life on Track’s own file type. Your Backup Copy is saved as a .lot file, which you can restore anytime with Restore From Backup. On Windows, your working file, Life on Track.lot, is one too. A .lot file does not open by double-clicking it; that is normal. It only opens inside Life on Track.

On your current device, make a backup (above). On the new device, install Life on Track first, then open it, follow the setup prompts (your license key, and on Windows or Android your Life on Track file or folder), and choose Restore From Backup to load that backup file. Your information comes right across.

Don’t start re-typing anything — work through this first.

Open Life on Track from its installed icon. On an iPhone or iPad use the Home Screen icon; on a Mac use the Dock icon; on Windows or Android use the app icon. Use the same device where you created your file; the website is only for installing.

On Windows or Android, point it back to your file or folder. On Windows, choose Reconnect My File or Find My Life on Track File and select the same Life on Track.lot file. On Android, choose the same folder as before.

If it asks for your license key again, enter the key from your purchase email — you can look it up yourself anytime at My Orders using the email address you used at checkout. If it says the key is already active on the maximum number of devices, choose Find old devices and follow the steps, or email us and we will sort it out for you. Reinstalling on the same device is not meant to use up a device, and if it ever does, we will fix it.

Still not right? Restore your most recent backup with Restore From Backup, or email support@lifeontrack.store before changing anything else. Please don’t send us your file or private details — just tell us the device and what you’re seeing.

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. From now on, make a regular habit of Create New Backup (under Review & Backup in the top toolbar).

If you received an Offline Handoff File, double-click it (or tap it on a phone) to open it. If you received a handoff package, start with “OPEN FIRST - Life on Track.html.” Enter the password if the handoff is protected.

If the filename ends in .lot, it is a Life on Track file, usually a Backup Copy. Go to app.lifeontrack.store and, under Helping a family member?, choose “Preview a Family Member’s Backup.” Select the file and enter its password if it has one. You can read the information without a license and without changing the original file. A .lot file does not open by double-clicking it; that is normal.

To fully restore the information later, use the license key from the original purchase email. There is nothing new to buy. If you need help, email support@lifeontrack.store without attaching the private file.

No purchase is needed. A digital handoff opens on its own, and a .lot Backup Copy can be previewed without a license (see above).

No. What you receive is read-only. You can read it, print it, or save a copy, but you can’t edit their information, and their original file is not changed.

Start with the first page, which lists your first steps, then who to call, medical basics, and where important documents are kept. It’s laid out so you can act without knowing Life on Track. If anything is unclear, email us and a real person will help.

Open Life on Track from its installed icon. If you haven’t installed it yet, start with “Install Life on Track and enter your key” above. If it still won’t open or looks wrong, restart the device and make sure its software is up to date. Still not right? Tell us your device and we’ll help you sort it out.

On Android, choose Try a Different Folder (or Set Up Automatic Saving), then Internal storage (sometimes called This device), then Documents, and tap Use this folder and Allow. Life on Track creates or reopens the Life on Track folder inside Documents for you. On Windows, choose Create My Life on Track File, choose Documents in the Save window, keep the name Life on Track.lot, and choose Save. If you already have a file, choose Find My Life on Track File and select it instead. Avoid an SD card, network drive, or cloud-only folder.

If a second try also fails, stop before entering information and email support@lifeontrack.store. Tell us your device and the exact message on the screen. Please do not send private household details or a backup file.

First look for Life on Track anywhere on the Home Screen, including the bottom favorites row. If its icon is already there, use it and do not add or install another. Otherwise, swipe up from the bottom of the Home Screen to open All Apps, then tap Life on Track. Do not choose Add to Home screen again.

On Samsung and some other Android devices, the same installed app can have a shortcut on the main Home Screen and another in the bottom favorites row. Android does not merge those shortcut positions, and two visible icons do not necessarily mean there are two copies of your information.

Open each icon before changing anything. If both show the same information, keep the icon you prefer, then press and hold the extra Home Screen icon and choose Remove — not Uninstall. Remove only takes that shortcut off the Home Screen. If the icons open different or missing information, do not remove or uninstall either one and do not re-enter anything; make a backup from the one with the latest information and contact support first.

Choose Save & Leave inside Life on Track. It verifies the latest save in your Life on Track folder and asks Android to close the app. Android may not allow Life on Track to close itself; if the saved confirmation remains on screen, use the Home gesture or Home button. To remove it from Recent Apps, swipe Life on Track away.

If Android asks for the folder again, choose Connect to Folder, then choose Allow on every visit if Android offers that permission choice. Nothing was lost and you do not need to create another folder.