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 →Review & Backup
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 & Share
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 Life on Track. Open the link, install it on your device, then enter your key and you’re in. Install before you add anything private — then make your first backup.
Install Life on Track and enter your key
Click the link in your setup 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; Chrome on Android. 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 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.
Install Life on Track on my device
Life on Track installs from your browser and then opens like an app — no App Store needed. It is a required step before you add private information, and it takes about a minute. The Download & Setup page shows exactly how on iPhone, iPad, Mac, Windows, and Android.
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 file.
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. Guided Setup offers eleven short, skippable steps for the essentials. The Home screen also has Helpful guides you can open in any order, and the How It Works page covers the same calm journey here on the site.
Can I record a voice message?
Yes. Your Trusted Person Plan lets you leave a written note, a voice message, or both — it appears at the top of the Trusted Person Packet. Final Wishes & Legacy Planning has the same option. Recordings are made on your device and stay there. If the Record button does not appear, open Life on Track from its installed icon rather than an ordinary browser tab.
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 Interactive Sample 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.
Review & Backup help
Your file lives on your device, not our servers — so a backup is how you keep it safe and move it between devices. Install Life on Track before adding private information, then make a backup early. It takes a minute, and where you store it is always your choice.
How do I make a backup?
Open Life on Track and open Review & Backup in the top toolbar, then choose Create New Backup. Save the backup file somewhere you trust. When you want reassurance, the Backup Confidence Check in the same menu confirms your plan would really work.
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, install Life on Track first — Safari on an iPhone, iPad or Mac; Chrome or Edge on Windows; Chrome on Android — then open it and choose Restore From Backup to load that backup file. Your information comes right across.
I closed the app — where’s my file?
It’s on the device where you created it. Open Life on Track from its installed icon — the Home Screen or Dock icon on an Apple device, the app icon on Windows or Android — and it will be right where you left it. Opening the website address in an ordinary browser tab is not the same thing; that tab is only for installing.
I cleared my browsing data, or my file looks empty
Don’t start re-typing anything — work through this first.
Open the installed app, not a browser tab. 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.
On Windows or Android, point it back to your folder. Clearing browsing data can make the app forget which folder you chose, even though the folder itself is untouched. Life on Track will ask you to select it again — choose the same folder and your information comes back.
If it asks for your license key again, enter the key from your setup email — you can look it up yourself anytime at My Orders using your purchase email. If it says your devices are already in use, Life on Track offers a step for a device you no longer have; follow it, 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.
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 make a Create New Backup (under Review & Backup in the top toolbar) a habit so it never happens twice.
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.
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
Open Life on Track from its installed icon on the same device. On Windows or Android, if it asks for your Life on Track folder, choose the same folder you used before. Do not use a private/incognito browser tab for your file. A recent backup is always your safety net.
The folder I chose cannot be used
Choose Try a Different Folder. On Windows, choose a folder inside Documents. On Android, choose Internal storage (sometimes called This device), then Documents, and confirm that location. Life on Track creates or reopens the Life on Track folder inside Documents for you. Avoid an SD card, network drive, or cloud-only folder.
If a second folder also cannot be used, stop before entering information and email support@lifeontrack.store. Tell us your device, browser, and the exact message on the screen. Please do not send private household details or a backup file.
Where is the Life on Track icon on Android?
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.
Why do I see two Life on Track icons on Android?
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.
How do I close Life on Track on Android?
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 a web-installed app 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.
How do updates work?
We let you know by email when an update is ready. Then, inside Life on Track, open Settings → Updates and choose Check for Updates. Updates 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.