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About FidSafe

Who owns and operates FidSafe®?

FidSafe is offered by XTRAC LLC, a Fidelity Investments Company with more than 20 years of experience in workflow and document management.  FidSafe was originally created by Fidelity Labs, the innovation unit of Fidelity Investments.

Does FidSafe® cost me anything?

No, FidSafe is currently offered as a value-add, no-cost service from XTRAC LLC, a Fidelity Investments Company.

Who can open an account?

Any U.S. resident over 18 years old is eligible to open a FidSafe account.

How much storage space will I be allotted?

Currently, each FidSafe user has up to 5GB of storage space or 1,000 files without charge (ample room for copies of all your family’s crucial documents). Files shared with you do not count against your storage consumption. You can upload individual files up to 200MB in size.

Is additional storage space available and if so, how much does it cost? 

No, additional storage space is not available at this time.

Is FidSafe available in different languages? 

FidSafe is currently offered in English only.

How do I close my account? 

Log in to FidSafe and go to Settings > General and then select “Delete Account”. Before you do, consider downloading your files, as you will not have access to your content stored in FidSafe once your account is closed.

How do I know FidSafe will outlast me? 

Fidelity Investments is committed to empowering customers through innovative services and FidSafe is an example of this. FidSafe is dedicated to keeping digital copies of important documents secure, both now, and in the future.

Why is FidSafe a free service? 

Fidelity Investments’ companies Fidelity Labs and XTRAC LLC observed an underlying customer need for a secure place to store critical information and share with trusted contacts, so that’s what we built. We believe that storing digital copies of important documents is vital for life moments – both foreseen and unforeseen – so vital in fact, that we believe in offering FidSafe as a value-add, no-cost service.

Accessing

What browsers does FidSafe support?

FidSafe tests its new releases against the then-latest official versions of four major browsers. Currently, FidSafe supports the following minimum browser versions:
Chrome 38 / Firefox 33 / Internet Explorer 10 / Safari 6.1

How do I access my documents in FidSafe?

You can log in to FidSafe by clicking log in on the upper right of any page on this site, which will bring you to https://web.fidsafe.com. Once you log in you’ll be able to access your files, notes, and passwords stored in FidSafe.

Can I access FidSafe 24/7?

FidSafe is generally accessible 24 hours a day, 7 days a week.

Can I access FidSafe when I’m not connected to the internet?

No, internet access is required to log in to FidSafe.

Can I access FidSafe from my smartphone and tablet?

FidSafe can be accessed on most browsers found on today’s smartphones and tablets. iPhone® users can download our  iOS app, as well.

What versions of iOS is the FidSafe app compatible with?

The FidSafe app for iPhone is currently compatible with iOS 9.

Is there an Android® app?

Development of an Android app is currently being assessed. Please email us with your interest.

Communicating with FidSafe

Why did I get an email from @FidSafe.com?

Users send emails through FidSafe to invite contacts to use FidSafe. FidSafe also sends periodic messages regarding maintenance, security, new features, and surveys.

A person I trust invited me to use FidSafe, but I didn’t receive an email from FidSafe. Why?

An invitation is sent to the email address your contact provided. If you are having trouble locating your invitation, please check your spam folder and add @FidSafe.com as a trusted sender.

Who can I contact for help?

If you need assistance, call our Customer Support team at 1-800-453-3332 or email us at support@fidsafe.com. Visit our Support page for more information.

What is the turnaround time between when I contact FidSafe and when I receive a reply?

It varies by inquiry. If you need help navigating FidSafe, our knowledgeable team should be able to assist you in troubleshooting your issue immediately. If your account gets locked, measures are in place to protect and keep your account secure. As a result, it may take more than one interaction to validate your account information and unlock your account.

Contacts & Sharing

Can I share my documents in FidSafe with someone else?

Yes, you can share files and notes with people you trust, i.e. your “contacts” (passwords cannot be shared for security reasons).

What is a contact?

A contact is a trusted person you invite through FidSafe with whom you can share files and notes. Your contact must also have a FidSafe account in order to access those shared documents.

How do I create a contact?

Watch the Sharing video on our How It Works page for a simple walkthrough.

Do my contacts need to sign up for FidSafe to access shared documents?

Yes, for security reasons, contacts need to have their own FidSafe accounts in order to access shared files and notes. If your potential contact is not yet a FidSafe user, they’ll be prompted sign up before they can accept your contact request.

Do contacts get access to all of my documents or just the ones I choose?

A contact has access only to the files and notes that you have chosen to share with that individual. You may stop sharing a document at any time. Should you choose to use FidSafe’s Sharing After Death feature, your chosen designee would receive access to the files and notes you have designated for sharing with that designee after they provide acceptable proof of your passing.

Can I resend an invite?

Yes, if your potential contact does not accept your invitation after 24 hours, you will be able to resend the invite.

Can I share with a pending contact?

You can start sharing with a contact regardless of whether they have accepted your invitation or not. However, the pending contact will not be able to see your files until they accept your sharing request.

How can I see if someone read my document?

By clicking on notifications in the upper right, then all activity, you will be able to access an activity log that will show you if/when a contact has accessed the file(s) that you shared with him/her.

Can I share a folder?

No, you cannot share a folder, but you can share individual documents within a folder.

Why can’t I share passwords?

As part of the protection measures to keep you and your FidSafe account secure, users are not able to share their passwords stored in FidSafe.

Logging In

How do I reset my password?

You can reset your password from the Log In page by clicking “Forgot your password?” or if you’re already logged in, you can click settings in the upper right, then passwords and follow the instructions from there.

Can I change my security questions?

Yes, you can change your security questions by clicking on settings in the upper right, then security.

What if I forget the answers to my security questions?

FidSafe strongly recommends you have a phone on file in the event you forget your security questions. To update your account with your phone number, go to settings, then security.

I don’t have a mobile phone, can I still use FidSafe?

A mobile phone is not required in order to use FidSafe. You can use the security features of password recovery and two-factor authentication via a landline phone.

How long does it take to receive my authentication code via SMS text message or phone call?

If you have enabled two-factor authentication via phone (vs. via security questions), your code is sent to you immediately. If you do not receive a code, please wait a few minutes before requesting a new code.

How many log in attempts do I get before I’m blocked from my account?

Your account will be blocked after 3 unsuccessful log in attempts. FidSafe strongly recommends you have a phone on file in the event your account has been blocked. To update your account with your phone number, go to settings, then security.

My account has been blocked, what should I do?

FidSafe takes your account security very seriously. If your account is blocked and you have a phone on file, you can request an authorization code be provided via SMS text message or phone call. If you are still blocked or don’t have a phone on file, please call our Customer Support team at 1-800-453-3332 for assistance. Customer Support is available from Monday-Friday, 8:30am to 9pm EST, and Saturday from 8:30am to 5pm EST. In order to verify and unblock your account, you will be asked a series of questions for security verification purposes that only you, the account holder, will know the answers to.

Privacy & Security

How does FidSafe keep my information safe?

FidSafe provides an extensive range of safeguards to protect and secure your critical documents. See our Security page for more information.

Why does FidSafe request my phone number?

FidSafe takes your account security very seriously. To enable you to set-up two factor authentication and password recovery with a unique code provided via SMS text message or via a phone call with a voice recording, FidSafe requests that you provide a US-based phone number. To update the phone number associated with your account, go to settings, then security.

Are my uploaded files readable by FidSafe employees in any way?

The content of your FidSafe remains encrypted and is not accessed, used, or shared by FidSafe employees for any purpose, except at your direction or as required or permitted by law.

What if I suspect that my account has been compromised?

Security is at the heart of everything we do, that’s why FidSafe adopts a four-pillar approach that employs strong electronic, identity verification, procedural, and physical security measures. We also provide a comprehensive activity log, so you can monitor your account interactions. If you feel that your account has been compromised, however, please check your activity log (click on notifications in the upper right, then all activity) and contact Customer Support at 1-800-453-3332.

I encrypt my files on my computer before storing them. Can I store encrypted files in FidSafe?

Yes, encrypted and password protected files can be stored in FidSafe, however, you may not be able to view your files in FidSafe. To view your encrypted or password protected files, you may need to download them.

Using FidSafe

What file types and formats can I upload?

You can upload any type of file to your FidSafe, but cannot view files within FidSafe that are password protected or pre-encrypted, videos, or other files that cannot be converted to PDFs.

How can I scan a file for FidSafe?

You can scan your documents using a scanning device and save them as individual files on your computer or take pictures of your documents and upload them to FidSafe.

How do I know what to store in my FidSafe?

Find out how FidSafe can help you prepare for critical life moments on our Smart Planning page or see the Essential Documents page to help you get started.

How can I store my Fidelity documents in FidSafe?

You can download your Fidelity documents (account statements, etc.) and upload them to FidSafe.

What should I do with original documents once I’ve stored copies in FidSafe?

FidSafe provides a convenient way to access and share copies of your information. However, your original physical documents should still be kept in a secure place, with their locations stored in FidSafe.

Why do I see all of my items when I log in?

When you first log in, you see all of your stored items. If you would like to see just a subset of these items, please click on your folders, files, notes, and passwords.

How do I print notes?

You can print notes by opening a saved note and clicking on the print button in the top right.

Can I create a sub-folder?

Yes, a sub-folder can be created by dragging and dropping one folder into another folder.

How can I get an inventory list for my account?

To access a list of your items stored in FidSafe, click on settings in the upper right, then click on “Create File Inventory PDF” at the bottom of the general tab.

XTRAC

Why is FidSafe now being offered by XTRAC LLC, instead of Fidelity Labs?

Simply put, it is to further build upon its value for customers.  Fidelity Labs, the innovation unit of Fidelity Investments, originally created FidSafe to address people’s unique and often complex needs for their personal documents. With the recognition that FidSafe does indeed meet a critical need for individuals, the product will now be offered by XTRAC Solutions, an independently operated Fidelity Investments company with more than 20 years of experience in workflow and document management. FidSafe aligns perfectly with the expertise of XTRAC Solutions, which will focus on further innovation of the product with state-of-the-art technology and resources.

Has anything changed with FidSafe now that it’s being offered by a different Fidelity company?

If you’re an existing FidSafe user, at your next login you’ll be prompted to agree to an updated Terms of Service. Security, privacy, and protection are paramount to FidSafe, and we’ve added supplemental user protection measures by requiring new users to provide a phone number at registration and prompting existing users to add a phone number as another layer of verification for password recovery.

How will XTRAC be enhancing FidSafe in the future?

XTRAC brings deep expertise in highly secure process and document management. XTRAC will continue to innovate FidSafe on behalf of customers using Fidelity’s state-of-the-art technology and resources. While there are no immediate product announcements pending, you can rest assured that there will be an ongoing commitment to delivering new capabilities focused on security, helpful guidance and features, and an excellent user experience.

Sharing After Death

What is Sharing After Death?

Sharing After Death is a service offered by FidSafe that facilitates your files and notes being shared with a designated person after your death.

How does Sharing After Death work?

To enroll, click on settings in the upper right, then click on “Sign Up” in the Sharing After Death section. You will be asked to provide the last 4 digits of your SSN and select a designee (one of your existing FidSafe contacts). Upon notification of your death, FidSafe verifies your death certificate and shares your FidSafe files and notes in the designee’s FidSafe account. You can change the designee or unsubscribe from Sharing After Death at any time after signing up.

What can be shared after death?

If you enroll, the Sharing After Death service shares all of your files and notes from your FidSafe with your appointed designee upon notification and verification of your death. Passwords are not shared.

Does my designee need to be a FidSafe user and is there a limit to the number of designees I can appoint?

In order for you to appoint someone as a Sharing After Death designee, that person must be a FidSafe user and one of your contacts. Currently only one person (an existing contact) can be a designee for your FidSafe.

Is the designee notified that he/she is the designee on my FidSafe account?

FidSafe does not notify your Sharing After Death designee of their assignment. You may notify him/her at any time, if you choose.

Who can notify FidSafe of my death and when/how soon should it be done?

Anyone (an attorney, family member etc.) can notify FidSafe of your death. Though there is no existing timeline for notification, it is recommended that FidSafe be notified of your death in a timely manner. This will expedite the designee’s access to your documents.

What information/documentation should the notifier provide during notification?

As a part of initial notification, FidSafe will need the notifier’s contact information (first name, last name, email address, and phone number) and decedent’s information (first name, last name, and email address used for FidSafe registration). FidSafe will also need a photocopy of the decedent’s certified death certificate.

What is the contact information for death notification?

Death notification can be done via phone: 800-453-3332 or email: support@fidsafe.com. After the notifier has been in contact with FidSafe, a copy of the decedent’s certified death certificate can be mailed to: XTRAC LLC, FidSafe Support, 245 Summer Street V3B, Boston, MA 02210.

How does the designee get access to my FidSafe files and notes after my death?

Upon verification of your death certificate, FidSafe will notify the designee that the files and notes from your FidSafe are now available in their account.