Login Troubleshooting
Having trouble logging in? Try the Quick Checklist below first, or jump to the specific issue you're experiencing.
Quick Checklist:
- Make sure you're on the correct login page: app.trustandwill.com
- Double-check you're using the email address you originally signed up with (no typos)
- Check your spam/junk folder for reset emails
- Try an incognito/private browsing window
- Disable any browser extensions (ad blockers, password managers, VPNs) temporarily
Why can't I use Facebook to log in?
We have discontinued Facebook integrations to enhance the security of your estate plan and its data. Ensuring the utmost security for our platform remains our top priority, and this change is a step toward that goal.
To access your Estate Plan, you will need to reset your password. Learn more: How to Reset Your Password
I forgot my login information
If you've forgotten your username or password, here's how to get back in:
- Your username is the email address you signed up with.
- Request a password reset link at app.trustandwill.com/reset-password. The link is sent to your email.
- If you don't receive the reset email within 15 minutes:
- Check your spam or junk folder.
- Check any other email addresses you may have used to sign up — your account may be tied to a different one.
- If you do receive the email, note that reset links expire after a set period of time. If yours has expired, request a new one rather than reusing the old link.
If you've tried the above and still aren't receiving reset emails, contact us with the following so we can help locate your account:
- A receipt number from your purchase
- The last 4 digits of the card used to purchase your plan
My account is locked
After several unsuccessful login attempts, your account will be temporarily locked for 15 minutes as a security precaution. Please wait 15 minutes, then try logging in again. If you're still locked out afterward, contact Member Support.
Clearing my browser cache and cookies
Outdated or corrupted browser data can sometimes cause login pages to fail, hang, or show errors. Try this first:
- Clear your browser's cache and cookies, then restart the browser.
- Try logging in using an incognito/private browsing window.
- If the issue persists, try a different browser.
Steps to clear cache/cookies vary by browser — search "clear cache and cookies" plus your browser name (e.g., Chrome, Safari, Firefox) for specific instructions.
Browser extensions are blocking my login
Ad blockers, script blockers, and some privacy extensions can interfere with login pages. If your login page won't load, hangs, or shows an error:
- Temporarily disable browser extensions (especially ad blockers or privacy/security tools).
- Refresh the page and try logging in again.
- If that resolves the issue, re-enable your extensions one at a time to identify which one is causing the conflict, or simply keep them disabled while using your Trust & Will account.
I'm using a VPN and can't log in
VPNs can sometimes interfere with login by triggering extra security checks or blocking access from certain regions or IP ranges. If you're having trouble logging in while connected to a VPN:
- Temporarily disable your VPN and try logging in again.
- If that works, the VPN is likely the cause — try switching to a different VPN server location, or log in without the VPN going forward.
- If you still can't log in with the VPN off, this isn't a VPN issue — try the other troubleshooting steps provided.
I have multiple accounts or can't remember which email I used
If you've signed up more than once, or think you may have used a different email address:
- Check all email addresses you commonly use for a welcome or confirmation email from Trust & Will.
- Try the password reset process with each email address you might have used.
- If you're still unable to locate your account, contact us with your receipt number and the last 4 digits of the card used for purchase, so we can help locate it.
Other Login Issues
Member Support can help review your account and troubleshoot login issues!