First, please don't panic. If you've just discovered that your NexudeIT account has been memorialised — meaning the system has presumed you've passed away — and you are reading this, you are obviously not dead. The situation is reversible. We've designed for exactly this. Take a breath. Read this page once. Then start the request. We would rather inconvenience ten executors than wrongly lock out a single living person.

There are a couple of normal paths to this situation, and one not-normal one. The normal paths: you went through a major life event — hospitalisation, an unplugged sabbatical, an extended international move — and missed every email, SMS, and push notification we sent during the 90-day inactivity window described in Terms § 21. Or a well-meaning family member, hearing wrong information, filed a Memorialise request and the 30-day notice arrived at an inbox you had stopped checking. The not-normal path is that someone deliberately tried to take your account using a forged death claim. Whatever the cause, you have the same recovery path.

You can reverse a memorialisation through our administrative process for 90 days from the date the account transitioned to Memorialised state. After that, reversal is still legally possible but requires a court proceeding rather than just an admin review — so please don't wait. If you're reading this, the right move is to start the Life Proof request today.

Go to /support/legacy-reversaland fill out the short form. You'll need the case ID if you have one (it looks like LGC-2026-NNNNN) and your account email. The case is automatically flagged HIGH PRIORITY. A Tier 2 admin will schedule a live video call with you within 5 business days — usually faster. We can't skip the video call because it's the part of the process that defeats deepfake document fraud; an automated system would just be defeated by a sufficiently motivated forger.

On the call, you'll show a government-issued photo ID matching your account name, perform a couple of liveness gestures (turn your head, blink on cue), and answer a few knowledge-based questions only you would know — your last five logins, your last purchase amount, your security question, the last 4 of your default payment method. The whole thing usually takes 15–25 minutes.

On verification, your account is immediately moved back to its pre-memorial state. If any assets were transferred to a fraudulent "executor", we claw them back where technically possible — store ownership rolled back, escrow funds clawed back through our 25% holdback reserve if not yet disbursed. The fraudulent requester (if there was one) is permanently banned. Where the amounts involved exceed USD 5,000, we make a law-enforcement referral on your behalf. We also offer twelve months of third-party credit monitoring at NexudeIT's expense, because if someone tried to fake your death they may also be probing other parts of your identity.

If your store and assets have already moved to a successor under a completed Transfer flow, and the supposed "new owner" disputes your reversal request, we may need a court order to claw back. We'll guide you through that — you won't do it alone. Our Legal team will support the case and provide the relevant internal records and audit trail at no charge.

You're going to be okay. Click the link below to start. We'll handle the rest, and we'll keep in touch every step of the way.