Frequently asked questions

To have your important papers organised and to hand from anywhere. That’s the everyday use: the policy the garage asks for, the deeds the bank needs, the contract you’re looking for on a Sunday. Delivery is the safety net behind it – and hopefully you’ll never need it.

No. It’s designed above all for what happens far more often: an operation, a hospital stay, an accident, a trip that goes wrong, a period when you can’t deal with anything. On those days, someone you trust needs to know which insurance you have or which bills need paying, and they can’t wait weeks.

Whatever you or your family would struggle to find: insurance policies, deeds, contracts, bills, identity documents and notes with instructions. It isn’t for storing twenty-five years of photos: for those, you store how to get into wherever they’re kept. Anuxis keeps the key, not the warehouse.

A text you write directly in Anuxis, without creating any file, and which is encrypted just like a document. It’s for things that aren’t on paper: where you keep your passwords, what to do with the dog, who to call at work, which bills need cancelling. You assign it to a folder like any document.

Yes. It’s designed so that anyone can use it on their own, at any age: you upload a document, choose who and decide when. There’s nothing to install, you don’t need to know what encryption is, and it works in the browser on your computer and your phone.

Yes, and it’s one of the most common uses. The most practical way is to sit down together one afternoon, open the account in their name and make yourself their trusted contact. That way you confirm your email and mobile together – the step people find hardest – and what currently lives in a notebook becomes safe and up to date.

No. Anuxis makes sure the information arrives; a will and a power of attorney give rights. They complement each other: a power of attorney is of little use if nobody knows where the policies are, and knowing is of little use without the power of attorney. We explain it in our guide to the preventive power of attorney (poder preventivo).

Spanish, English, French and German, both for you and for whoever receives your folders. Each trusted contact receives notifications in their own language, even if it isn’t yours.

With a single document: the one your family would find hardest to track down. If you’d rather think it through on paper first, download the printable template, with the same six categories that Anuxis uses. And if you want to know how prepared you are, take the two-minute quiz.

Yes, and on purpose. We let them know and explain what Anuxis is and what will happen when the time comes, so that on the day an email from us arrives they don’t ignore it or mistake it for a scam. What they don’t see is the contents.

Yes: their email, their mobile and that they accept. Until they do, they can’t receive anything, because that’s what stops someone with a stolen email account from opening what’s yours. Your dashboard shows who has confirmed and who hasn’t, so it’s worth checking.

No. They receive a link in their email and a code on their phone, and they download what’s theirs. That’s all.

No. They can’t see which documents there are, or their names, or when you log in or what you change. They can’t get into your account. All they know is that you’ve chosen them.

Yes, if you allow it for that folder. We alert you straight away by email and SMS, and you have the waiting period you set to say no. You choose what happens if you don’t reply: either they receive it, for when you can’t respond, or it isn’t delivered and they have to ask again.

Yes, all at once or in order. All at once, they all receive their link at the same time. In order, the closest person goes first and, if they don’t download it in time, it passes to the next.

You update it in your dashboard and they’ll have to confirm it again. If an email or SMS bounces, we let you know. And every now and then we ask whether your contacts are still up to date, because an old phone number is the silliest reason for something not to arrive.

Yes, from the notice they receive, with no explanation needed. We let you know so you can choose someone else. If they step down once a delivery has already reached them, only that one stops: the other folders carry on as normal.

Every so often we ask whether you’re still there – every 21 days unless you change it; you can choose anything from 7 to 365 – and one click is enough. If you don’t reply, we give you some leeway – 7 days, adjustable from 1 to 30 – alert you again by email and SMS, and 48 hours later the delivery goes out.

So that delivery still goes out even if something happens to you just before your renewal and the payment fails: if payment can’t be taken, deliveries keep working for 30 days, and with 21 days the delivery arrives within that window. If you choose a longer interval, we warn you about this possibility, remote as it is.

Usually yes, as long as you’re using the account. But once we’ve asked you, you have to press “Confirm I am still here”: logging in isn’t enough. And if 90 days go by without you pressing anything, logging in stops counting until you press it again. That way, nobody who has your password can put it off forever.

Before you leave, confirm that you’re still here and the cycle starts again from scratch. If you’re going to be offline for a long time, extend the leeway before you go. And if you forget, the alerts reach you by SMS as well.

Update it in your account as soon as you can. In the meantime, if we haven’t been able to ask you – your email bounces and your mobile isn’t confirmed – your silence doesn’t count as an answer and nothing is delivered. We wait.

Yes, as long as your trusted contact hasn’t downloaded it. If it starts because you stopped responding, nothing reaches them for 48 hours, so you have time to stop it before they receive the link.

Yes. From any folder you can send yourself the same email your trusted contact would receive: the same text, the same link, the same screen. Nothing is delivered and nobody else knows.

The link is valid for 72 hours. If you chose several people in order, it passes to the next. If it expires, they can request a new one from the same link: we alert you and, if you don’t stop it within 48 hours, we send it to them.

A compressed file with the documents and notes in that folder, with the names and description you gave them. It can be downloaded once, so we ask them to save it as soon as it arrives. They receive nothing from the folders you didn’t assign to them.

Open the link in the email, enter the code sent to your phone and download. Three steps, with no account to create and nothing to install. Use a computer if you can, as saving and opening the files is easier.

Check that you have signal and wait a couple of minutes: you can ask us to resend it from the same screen. It has to be the mobile you confirmed when you were chosen. If you’ve changed your number, write to us at info@anuxis.com.

You can request a new one from the same link. We alert the person who chose you and, if they don’t stop it, we send it to you after 48 hours.

If the folder allows access requests, request it from the link you received when you were chosen. We alert the account holder and, if they don’t respond within the period they set and that’s what they decided, it reaches you. Anuxis doesn’t decide for anyone: what happens is what that person set up.

No. You receive only what was assigned to you, and nobody at Anuxis can extend it. If there are other folders, they’ll go to their own trusted contacts.

You can step down from the same email, with no explanation needed. If the folder has more people in order, it passes to the next.

Each document is encrypted with its own key, using AES-256, and the names of your files, your folders and your contacts are encrypted too. Each trusted contact has their own key and can never open what’s meant for another. And downloading requires two things: the link in their email and the code on their phone.

You reset it from your email and your documents are still there. With services that can’t recover it, forgetting it means losing everything; not here.

Yes, by turning on two-factor authentication with an authenticator app on your phone. On top of that, every time someone signs in from a new browser, we email you.

On servers in the European Union. Backups are encrypted and also stored in the European Union, with a 30-day lock that prevents them from being deleted early, not even from the inside.

No. We only write to them about being chosen and about their delivery. We don’t sell their data, we don’t pass it on and we don’t send them advertising.

No. No artificial intelligence system reads what you store in Anuxis.

We would give you at least a year’s notice and you would have your usual period to download everything. It’s in clause 16 of the Terms, and it binds us.

We let you know two days beforehand. If you don’t subscribe, your account becomes read-only for 30 days: you can still log in and download everything, but there are no deliveries. After that, it’s deleted.

€39, €99 or €199 a year, VAT included, depending on how many folders and trusted contacts you need. See the plans.

Once a year, by card. We remind you 30 and 7 days before each renewal, with the amount and the date.

Yes, for every payment, with VAT. If you’re self-employed or a company, with your tax details.

Yes. Upgrading is immediate and you pay the difference; downgrading takes effect at your next renewal, provided what you’ve stored fits in the new plan.

You have 14 days from subscribing to cancel, and we’ll refund the part you haven’t used.

We retry several times. For 30 days everything keeps working, deliveries included. If it isn’t sorted out, you get another 30 days of read-only access to download your things, and then the account is deleted. We warn you 15 days and 3 days beforehand.

From your account, under Subscription, “Cancel subscription”. You keep the period you’ve already paid for, and it doesn’t renew.

Yes, whenever you like. Your files are deleted within 30 days. Invoices are kept for six years, because the law requires it.

A Spanish company, Surfer Koala S.L., based in Spain. It’s the company that invoices you and that answers for what we promise. About us.