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    How escalation works

    You control when and how your trusted people are contacted.

    When escalation happens

    Escalation only begins after a check-in is not confirmed and your chosen escalation buffer passes. All timing is measured from your scheduled check-in time.

    1

    Your check-in is not confirmed

    You do not confirm within the Response Window (8 hours from your scheduled check-in time)

    2

    Your chosen escalation buffer passes

    The 8, 16, 24, or 48 hours you have selected, measured from your scheduled check-in time. Note: reminders are measured from the same moment and sent every 8 hours. If you choose 8 hours, escalation falls due at your first reminder and is sent in its place, so no reminder reaches you first.

    Example: If your check-in is due at 09:00 and you set escalation to start after 24 hours, Delegates may be contacted from 09:00 the next day if you have not confirmed.

    Two-phase escalation timing

    Phase 1 (Pre-escalation): Reminders are anchored to the missed Check-in and sent every 8 hours, whichever buffer you chose. Where a reminder falls on the same hour as the start of escalation, the escalation notice is sent in its place.

    Phase 2 (Post-escalation): Communications switch to a daily cycle anchored to the Account Holder's original scheduled time.

    Escalation modes

    You can choose how your Delegates are contacted:

    Staged

    We contact your first chosen Delegate when escalation triggers. If the check-in is still unresolved, we contact the rest at your next scheduled check-in time.

    The second contact is anchored to your check-in time, not to when the first Delegate was contacted. With an 8 or 16 hour buffer that makes the gap shorter than a day.

    All at once

    We contact all accepted Delegates together when escalation triggers.

    Best for: situations where you want multiple people aware simultaneously

    Escalation is enabled while your plan is active. You choose when it starts (8, 16, 24, or 48 hours from your scheduled check-in time) and how Delegates are contacted. Delegates who were contacted may receive follow-up updates indicating whether action is still needed.

    What Delegates can do

    When contacted, Delegates can:

    • See that a check-in was not confirmed and when it was due
    • Confirm they have made contact with you and all is well
    • Request a Care Pause for 15 or 30 days if there is a valid reason
    • Escalate further if they cannot reach you
    • Receive follow-up updates indicating whether action is still needed

    Privacy note: Delegates never see your messages, attachments, or personal account details, regardless of escalation status.

    Starting a Status Check

    Delegates can also start a Status Check at any time from their dashboard, even without a missed check-in. This is a neutral flow with three options:

    A

    Request a Check-in

    Sends an informal check to you without notifying other Delegates. You have 72 hours to respond.

    If you do not respond, it becomes a Concern and your other Delegates are notified. With a single Delegate there is no one to coordinate with, so the check closes and only that Delegate is told. It also closes without notice if something has changed in the meantime, such as a Care Pause starting.

    B

    Raise a Concern with other Delegates

    Notifies all Delegates so they can respond. Requires step-up authentication (email OTP). Does not require identity verification.

    C

    Report a Passing

    Begins the formal verification process. Requires step-up authentication, identity verification (Persona), and a death certificate upload within 30 days. The certificate can be uploaded by a Delegate, or by a solicitor or notary Special Delegate enabled by the Account Holder.

    Key points to remember

    • Escalation only happens if a check-in is not confirmed
    • You control the timing and the mode
    • You can check in at any point to stop the escalation
    • Successful check-ins never trigger escalation
    • Delegates can start a Status Check at any time
    • Contacted Delegates may receive follow-up updates when action is no longer needed
    • Want fewer check-ins? Change your frequency in Settings

    Continue learning

    Explore related guides to understand the full picture.

    What it means to be a Delegate→Care Pauses→Roles & Status Guide→Check-ins→

    Ready to set up your check-in rhythm?

    Configure escalation exactly how you want it. Now live.

    From the Journal

    Longer reading on this part of Y.O.D.O.