We know that dealing with the loss of a loved one is very difficult. AOL has processes in place to request the closure of the deceased user's account, to request the suspension of billing and premium services, and in certain circumstances to request content of the account.
We cannot provide passwords or other login details. In order to protect the privacy and security of the deceased user's account, any decision regarding a request will be made only after a careful review.
Note: This help page applies to U.S. accounts only. Requests submitted for non-U.S. accounts will not be accepted and will not receive a response.
Requesting to close an AOL account
To process this kind of request, AOL requires specific documentation:
- A copy of the death certificate of the AOL account holder, issued in the United States.
You can request the closure of the account through this form.
Requesting to suspend or cancel billing and premium services
To process this kind of request, AOL requires specific documentation:
- A copy of the death certificate of the AOL account holder, issued in the United States. If a death certificate is not available, please contact AOL Customer Service at 800-827-6364.
You can request the suspension or cancellation of billing and premium services through this form.
Requesting access to/transfer of ownership of an AOL account
In very limited circumstances, and if permitted by AOL's policies and Terms of Service, AOL may allow access to/transfer ownership of a deceased user's account. To process this kind of request, AOL requires specific documentation:
- A copy of the death certificate of the AOL account holder, issued in the United States;
- A copy of the requester's government-issued ID; and
- One of the following documents:
• A copy of the will of the deceased AOL account holder giving the requester access to digital assets; or
• A notice of executor or notice of administration giving the requester access to digital assets; or
• A court order issued in the United States that satisfies AOL's requirements. AOL will provide you the required language for the court order.
You can request access to/transfer of ownership of an AOL account through this form.
Requesting content
To process this kind of request, AOL requires specific documentation:
- A copy of the death certificate of the AOL account holder, issued in the United States;
- A copy of the requester's government-issued ID; and
- A court order issued in the United States that satisfies AOL's requirements. AOL will provide you the required language for the court order.
You can request the content of the account through this form.
Sending options
You have several options to reach us:
- By submitting the respective forms as described above
- By sending the requested information to us at the following address:
Concierge Executive Escalations
AOL
11955 Democracy Dr
Reston, VA 20190-5662
Privacy Policy
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