A useful handoff starts with clear expectations.

Talk to the team

Support is handled by the ZeroLatch team at support@zerolatch.com. You can ask for help with your first setup or report a problem. Do not send passwords, Private phrases, release links or sensitive files by email. This is not an emergency response service.

Who holds the key?

With Simple, ZeroLatch can recover the file key through the authorised recipient flow. The current implementation wraps keys using a server environment encryption key; it is not an independently operated KMS. With Private, the password or recovery phrase stays with you and must reach your recipient separately. ZeroLatch cannot replace a lost Private secret.

An independent security audit and managed KMS migration are not represented as completed. Plan a rehearsal with support using a harmless file before entrusting important content.

Keep a way to recover outside ZeroLatch

Keep your original documents and a separate backup. Account settings provides an export of available account and delivery metadata; that export is not a standalone, offline copy of all decrypted files. Preserve your originals separately, and keep any Private secret in the custody arrangement you have rehearsed.

What if the service becomes unavailable or closes?

Check-ins, automated release and recipient access rely on the online service and its providers. They cannot continue if those systems are unavailable. There is no independent escrow or guaranteed offline continuation service. Keep a separate plan that your trusted person can follow without ZeroLatch, and export available metadata before deleting your account.

Account deletion stops active billing, revokes recipient access and removes application data through a resumable process. Limited provider or completion records may remain for billing, security or legal needs, as described in the privacy policy.

Rehearse the real experience

1. Use a harmless document with a sentence you can check later.
2. Confirm the intended recipient address and explain the timing together.
3. Test recipient verification and download on a different device. For Private, test the separate secret too.
4. Compare the downloaded content with the original and review the access expiry.
5. Only then decide which information is appropriate to entrust to the service.

The public sample explains the flow. It does not perform a real encrypted release or substitute for this rehearsal.