Cash Stash

Help when something goes wrong

For families, executors and account holders. Urgent cases go to a monitored inbox with automatic reminders. We acknowledge every case within 2 UK business days and take a first action within 5 UK business days.

What has happened?

You can also email ds@digitalsurfing.co.uk with "URGENT" in the subject.

What happens if…

You lose your phone or authenticator app

  • Your scheduled messages and money rules keep working — losing your phone does not cancel, release or change anything.
  • If you set up a second authenticator app, sign in with it and remove the lost one under Security.
  • If you have no other authenticator, open an urgent case ("Compromised account"). We check your identity by email and the details on your account before removing the lost authenticator. While the case is open, money releases and wallet changes on your account are paused.

A transfer fails

  • Failed or unclaimed transfers are retried automatically on the schedule in Terms clause 11A, and the recipient is reminded.
  • If the main recipient cannot be reached, the gift amount stays in your account. Once all your gifts and tasks have finished, any remaining amount passes to your fallback person. If nobody claims, the money stays frozen in your wallet for your estate — Cash Stash never keeps it.
  • If you are expecting a payment that has not arrived, open an urgent case ("Missing or failed payment") and quote the date and recipient.

A death report is wrong

  • Anyone — including the account holder — can dispute a death report by opening an urgent case ("Disputed death report").
  • When the account is matched, every pending release that depends on a death report is paused straight away and stays paused until we have reviewed the case. Nothing is ever released early because of a dispute.
  • A check-in by the account holder also cancels a presumed-death status.

If Cash Stash should ever close

  • We will give at least 90 days’ notice by email to every account holder, trusted contact and executor we hold.
  • From the notice date no new money can be added. Living account holders can withdraw their funds to their own wallet or bank during the notice period.
  • For account holders who have passed away, money goes to the named recipient, then to the fallback person, then is held for the estate — exactly as it would if the service carried on.
  • Cash Stash and Digitalsurfing Limited never take ownership of customer money on closure.

Our latest recovery test is published on Trust & Security.