Can I preserve the account of a loved one that has passed away?

If you’re reading this, please accept our sincerest condolences on the loss of your loved one. We understand how important it is to preserve the memories you exchanged. 

To report the passing of your loved one and preserve their account and Polos, please fill out this form. You will need to provide supporting documentation (link to an obituary or a valid death certificate) to complete this request. Our Team will reach out to confirm the preservation or if we have any trouble. 

Once the report is confirmed with supporting documentation, all Polos will be preserved within existing chats for one year beyond their respective expiration date, and the account will be protected from deletion due to inactivity for up to 12 months and the account will be protected from deletion due to inactivity for three years. This gives you and the account holder’s friends and family additional time to watch exchanged Polos, or download and save those Polos. Note that we will respect the privacy settings the account holder had in place, which might be to restrict downloading and forwarding of their Polos. 

If your loved one allowed downloading and forwarding of Polos, you can save them to your device from the storyline and the chat archive. From the storyline, you can press on the Polo thumbnail and then select “Save to device,” and from the chat archive, you can select multiple Polos and then select and confirm “Download.”

To explore the multi-select capability, click here.

It's heartening to learn that you were able to use Marco Polo to stay connected with your loved one, and we understand how important it is to preserve these memories.

We're happy to help in whatever way we can ❤️