Frequently asked questions

What's the difference between the login password and the master password?

The login password is only used to get into the app, exactly like with any other online service — if you forget it, you can reset it via email, but you would still lose any encrypted content already stored (see the next question). You can happily re-upload it once you're back in. The master password, on the other hand, is the one that actually encrypts the contents of your rooms: it is never sent or stored on our servers, only you know it. That's also precisely why it's the only key that can open your encrypted memories.

What happens if I forget my login password?

You can reset it through the dedicated email-based procedure — but it's important to know that, due to how zero-knowledge encryption works, this procedure also wipes your entire safe: every memory uploaded up to that point is irreversibly lost, because it was encrypted with a key also derived from the old login password. It's not a "recovery" in the usual sense, but a genuine reset that lets you start using the app again from scratch. That's why we recommend saving your login password in a password manager from day one.

What happens if I forget my master password?

It's important to be clear on this point: if you lose the master password, content encrypted with it cannot be recovered by anyone, not even by our staff. There is no recovery procedure, because there is no copy of the password anywhere — that is exactly what makes the encryption genuine. That's why we recommend saving it right away in your device's password manager and, for extra safety, also writing it down by hand on paper.

Who is the trustee and what can they do?

The trustee is someone you trust (a family member, a close friend) that you choose yourself. They have no access to your content under normal circumstances: their only role is, in case of a prolonged absence of check-ins on your part, to verify the situation and decide whether it's a false alarm (cancelling it with one click) or whether it's genuinely time to deliver the content to the designated beneficiaries. It's human judgment, not a blind automated process.

How secure is Memento Vivere, really?

We use AES-256 encryption, the same standard used by banks and professional password managers, applied directly on your device before any data ever leaves your phone or computer. Our "zero-knowledge" model means that not even we, as the service operator, can read the content of your rooms.

Practical tips for protecting your master password

• Save it right away in your phone's or browser's built-in password manager (Google Password Manager, iCloud Keychain, or similar) — it's the safest and most convenient way.
• If you'd prefer an extra physical backup, write it down by hand on paper and keep it somewhere safe, away from prying eyes. If instead you'd rather keep a photo of it on your phone, protect it with the same level of care you'd give a banking app or any other app that matters greatly to you: anyone who sees that photo could access your account and read its content.
• For more advanced users: a particularly sensitive PDF document can be encrypted with a password even before uploading it to Memento Vivere (many PDF readers support this). That gives you a second layer of protection — you can leave a hint about that password in the room's dedicated field, so the beneficiary will know how to open it once they receive the file.

Free plan

For most questions, this FAQ page and the rest of the site should cover it. For specific requests, you can write to us at [support email to be added].

Premium plan

Premium users have access to dedicated email support at [premium support email to be added], with priority response.