Troubleshooting

Questions & Answers 

If you are having any difficulty with redeeming or finding your Will, please review the commonly asked questions below:

Q. I’ve entered my unique access code but I can’t find where to do my Will.

A. When you have completed the ‘redeem’ process you will receive a confirmation email. From this email click on the ‘My Dashboard’ link and here you will see the products that you have purchased. From here you can create, print or resume your Will. Ensure to check your junk mail folder if your confirmation email has not been received.

Q. I have entered my unique access code but a message appears saying that is has already been used.

A. You must have already redeemed the code. You can only use the code once. Check your email inbox for your confirmation email (also check your junk mail if not received). Always go to your confirmation email to access your Will.

Q. I have entered my unique access code but did not complete the redeem process due to power outage or something similar.  I am unable to use the code again.     

A. You can use the same code if you enter a different email address. If not, we can generate a new Will for you.

Q. I have purchased a Power of Attorney Kit and inside it says – Go to the ‘New User’ button on our site. There is no ‘New User’ button. The code in the book does not work in the ‘REDEEM’ section.

A. These books are over 10 years old and our site does not support the codes anymore.  We are happy to email you the forms or post you a hardcopy. They are the same forms that you would have accessed on the site & are to be completed by hand.

Q. I have purchased a Will online but didn’t complete it within 30 days. Can I please have it extended?

AWe cannot extend the expiry on a Will but we can generate a new one. If you started your Will but didn’t finish it, you will have to enter your information again into the new Will. If you submitted it, we can possibly retrieve it & email it to you.

Q. I have completed & submitted my Will but I want to make changes. How do I do that?

A. You can access your Will & make changes from the “My Dashboard’ link in your original confirmation email. Alternatively, you can login to your Dashboard from the home page on the site.

Q. I have completed & submitted my Will and now I want to make changes but my Will has expired.

A. You cannot make changes your Will after the link has expired. If it is within 3 months of the expiry, we can make small changes for you. If outside 3 months, then you will have to purchase & complete another Will.

Q. I have completed my Will & saved it but I don’t know where to go to get back in.

A. You should have received an email when you saved your Will – check junkmail if not received. The link in this email allows you to access your saved Will. If the email has not received at all & the Will on your Dashboard still says ‘Create’ rather than ‘Download’ or ‘Edit’ then unfortunately, you will have to start your Will again.

Q. I have started my online Will but the Terms & Conditions page is frozen & not moving to the next screen.

A. This is always a browser issue. Unfortunately, we cannot fix this. If you are using Windows 10 with Microsoft Edge or Explorer it will most likely be the cause.  These browsers are problematic in general & cause havoc with our site. It would be best to try another browser. Google Chrome, Safari & Firefox all work well with our site.

 

If you cannot find the answer to your problem & still having difficulty, please contact us at support@legalwill.com.au

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