FAQ
My Account
How do I change my password?
To retrieve your password, simply click “Forgot Password” from the login screen and enter your email address associated with your HeartLegacy account. A link to reset your password will be emailed to you immediately. If you would like to change your password, log in to HeartLegacy and choose ‘My Account’ from the menu bar. You will find a ‘Password’ option underneath the profile picture thumbnail.
How do I edit my profile?
Log in to HeartLegacy and choose ‘My Account’ from the menu bar. There you will have the ability to update your personal settings, add/edit your profile picture, and change your password.
Family Network
How secure is the data?
Our videos are stored and passed through a SSL 256 bit secure, single token sign-on encryption. Videos are backed up through reliable Cloud storage on ISO 27001 certified servers.
Why can’t I share the videos to other social media sites?
In an effort to keep the videos exclusive to the family and not spread to unintended recipients, the videos cannot be shared outside of the HeartLegacy Family Network.
Can I invite a family friend to view the content instead of just a family member?
You are welcome to invite whomever you choose. If they are not family members, just select “Other” and they will be invited to the network.
How long does it take for the Videogram to arrive to the recipient?
After a Videogram is recorded, an email is immediately generated notifying the recipient to view the video. They will be invited to log in or join the family network to view the video.
How do I remove a comment from a video?
To remove a comment from a video, please contact info@heartlegacy.com and we will review and remove any comments that violate are user Terms and Conditions found here: Terms
HeartDrive Keys
Can I choose some or all of the videos to go on one key? If so, how do I do it?
You can add more than one video to a key. After completing the checkout process, please email info@heartlegacy.com to let us know which additional videos you would like to add to your order. We will respond within 24 hours.
Can I ship a key as a gift to someone?
You may ship a key to someone by entering in his or her shipping address during the checkout process.
Senior Care
Does the community own the testimonial videos, and how do we place them on our website?
Yes, the community owns the rights to the testimonial videos created. After they are edited, the files will be sent so the designated community staff can download and utilize on websites and social media.
Can family members of a resident record a message?
Yes, they can do so through their HeartLegacy® app!
If someone has a visual or hearing impairment, will they be able to record a message?
The user interface of the kiosk was carefully designed so the words and buttons are easy to see. Also, staff members are trained as certified to assist every step of the way.
When a Legacy Message or a Testimonial video is recorded, what is the timeline for their delivery?
Most Legacy Message™ and Testimonial Videos will be delivered to the recipient within 4-5 business days of the recording if the staff member has successfully completed the upload.
How long does it take to start using HeartLegacy in a community?
Once a community signs a contract, a marketing kit and their Remy®, memory-sharing kiosk will ship in 24-48 hours. Links to online training will be provided. Typically the whole process takes less than 2 weeks.
What type of support does HeartLegacy provide?
HeartLegacy provides unlimited remote support Monday-Friday, 7am-8pm CST.