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Access & security challenges

What to do when you don’t have their passwords, can’t get past security codes, or can’t unlock a phone or laptop.

You can still act. Many platforms accept requests without passwords if you can prove your relationship to the deceased. Most will ask for a death certificate, ID, and sometimes documents confirming you’re the executor or next of kin. Start by listing what you do know — full name, date of birth, phone number, or email — as providers can often trace accounts from this information once you verify your identity. Keep a record of each request; you may need it later for legal steps.

Being named as executor gives you the legal right to manage the estate, but most major platforms — like Apple and Google — still need formal proof before releasing data. That proof is a Grant of Probate (if there’s a will) or Letters of Administration (if there isn’t), issued by the Supreme Court. These documents confirm who’s authorised to act on behalf of the deceased. They usually cost between $1,000 and $5,000 and take a few weeks to process. Most people only need them for major accounts or cloud data, not everyday services like Netflix or phone plans.

You’re not alone — the cost of a Grant of Probate or Letters of Administration can be significant. If the estate has funds, these costs are usually reimbursed once assets are released. If that’s not possible, you can:

  • Explain your situation to the company — some will accept alternative documents, such as a death certificate and copy of the will.
  • Contact a community legal centre or Legal Aid in your state — they can offer free guidance or help you apply.
  • Prioritise only what’s essential — many everyday accounts can be closed or left inactive without formal court documents.

You don’t need to do everything at once. Focus first on what truly matters — photos, key accounts, and preventing ongoing charges.

If you can’t receive codes by SMS or email, contact the provider’s deceased account team directly — most have a manual process once you provide ID and a death certificate. Don’t try to bypass security or guess passwords; it can permanently lock the account.

Generally, no. Device locks are part of Australian privacy law. Access can only be granted through the manufacturer’s official process or, in some cases, by court order. Some Australian telcos may help unlock a device for estate purposes once the right documentation is provided.

If you can’t access the device right now, don’t try to force it.

  • Limited attempts: Many phones permanently disable or erase themselves after repeated wrong passcode attempts. Avoid guessing unless you’re certain.
  • Avoid DIY unlocking or factory resets: they can permanently erase data or void warranties.
  • Keep the device safe: store it securely, don’t update or reset it, and note any serial or IMEI numbers in case support is needed later.

It’s possible, but rarely straightforward. Some data recovery services claim they can unlock phones or laptops, though modern encryption often makes this impossible without the passcode. If you decide to try, choose a reputable provider and understand that results aren’t guaranteed.

Be cautious — recovery attempts can be costly, may void warranties, and could permanently erase data. It’s often safer to contact the manufacturer or telco first, as they may offer official help for next of kin.