This isn’t a comfortable topic. But after 20 years in business, I’ve had this conversation more times than I’d like to count.

A client dies unexpectedly. Their family wants to keep the business running, or at least shut it down gracefully. And nobody can access the website, the domain, the email, or any of the critical digital infrastructure that kept the business alive.

It’s a mess. An expensive, time-consuming, sometimes impossible mess. And it’s completely avoidable.

If you run a business – especially if you’re a sole trader or small business owner – you need a digital succession plan. Here’s why, and how to create one.

The Problem Nobody Wants to Think About

Let me tell you what typically happens:

A business owner dies or becomes incapacitated. Their spouse, adult children, or business partner tries to keep things running. They need to:

  • Access the business email to contact customers
  • Update the website to explain the situation
  • Retrieve customer records and invoices
  • Transfer the domain name
  • Access banking and payment systems
  • Manage social media accounts

And they can’t. Because everything is locked behind passwords that died with the owner.

I’ve seen families lose valuable domain names because nobody knew where they were registered. I’ve seen businesses collapse because nobody could access the customer database. I’ve seen email accounts with thousands of unread messages from customers who never got a response.

The digital side of your business is just as important as your physical assets, your inventory, or your customer relationships. But unlike those things, digital assets are invisible, locked behind passwords, and easy to lose forever.

Real Examples (Anonymized)

The Lost Domain

A Kent tradesperson I’d worked with for years died suddenly. His son wanted to keep the business running – he’d worked alongside his dad for a decade and knew the trade inside out.

But the domain name was registered in the father’s personal email account. That email was with an obscure provider nobody had heard of. The password was nowhere to be found.

We spent six weeks trying to prove ownership to the domain registrar. It required death certificates, business registration documents, proof of identity, and several expensive legal letters. By the time we got control, the domain had expired and been snapped up by a domain squatter who wanted £5,000 to sell it back.

The son had to start over with a new domain name, losing 15 years of SEO history and customer recognition.

The Email Black Hole

A consultant I knew died unexpectedly. Her business partner had access to most things – except her email.

For three weeks, customer enquiries piled up unanswered. New leads went cold. Existing projects stalled because nobody could find the correspondence. Some clients assumed the business had closed and went elsewhere.

By the time we got access (via a lengthy process with the email provider), the damage was done. The business lost an estimated £13,000 in revenue and one long-term client.

The Website That Disappeared

A retailer’s website was hosted on a server paid for via the owner’s personal credit card. When he died, the credit card was cancelled.

Three months later, the hosting company shut down the website for non-payment. Nobody in the family knew who the hosting provider was or how to contact them.

By the time we tracked them down, they’d deleted the website files. Years of product descriptions, collated customer testimonials, and SEO work – gone. The only backup was two years old.

What You Actually Need to Document

Here’s what needs to be accessible to your family or business partner if something happens to you:

1. Domain Names

What to document:

  • Which domain names you own (yourcompany.co.uk, yourcompany.com, etc.)
  • Where they’re registered (123-reg, GoDaddy, Namecheap, etc.)
  • Login credentials for the registrar account
  • When they’re due for renewal
  • Payment method used

Why it matters: Your domain name is your digital address. Losing it means losing your online presence and starting from scratch.

Action item: Log into your domain registrar right now. Write down the login details. Note the renewal date. Store this somewhere safe.

2. Website Hosting

What to document:

  • Who hosts your website (often different from domain registrar)
  • Hosting account login credentials
  • Control panel access (cPanel, Plesk, etc.)
  • FTP/SFTP credentials (if different)
  • Database access details (if different)
  • Monthly/annual cost and payment method

Why it matters: Without hosting access, nobody can update your website, fix problems, or migrate to a new host if needed.

Action item: Find your hosting provider’s welcome email or login to your account. Document everything. Include technical details even if you don’t understand them – someone will.

3. Website Admin Access

What to document:

  • Website admin URL (usually yoursite.co.uk/wp-admin or similar)
  • Admin username and password
  • Security question answers if applicable
  • Two-factor authentication backup codes

Why it matters: This is how you actually update the website content. Without it, the site becomes frozen in time.

Action item: Log in to your website admin panel. Change your password to something strong but documented. Save the backup codes for two-factor authentication.

4. Email Accounts

What to document:

  • Business email provider (Google Workspace, Microsoft 365, etc.)
  • All email addresses associated with the business
  • Admin account credentials
  • Recovery email/phone numbers
  • Payment details

Why it matters: Email is how you communicate with customers. Losing email access means losing customer relationships and business intelligence.

Action item: Document all email accounts. Consider setting up a “info@” address that multiple people can access for continuity.

5. Payment Systems

What to document:

  • PayPal, Stripe, or other payment processor details
  • Merchant account information
  • Shopping cart/e-commerce platform access
  • Transaction fee structures

Why it matters: Your family needs to close accounts properly, retrieve outstanding payments, and process refunds if necessary.

6. Social Media Accounts

What to document:

  • Facebook Page admin access
  • LinkedIn company page access
  • Twitter/X account details
  • Instagram, TikTok, or other platforms
  • Business manager access for advertising accounts

Why it matters: These accounts have followers and customers. You may want someone to post an announcement or close them gracefully.

7. Google Business Profile

What to document:

  • Which Google account manages it
  • Login credentials
  • Recovery options

Why it matters: Your GBP is often the first thing customers see when they search for you. Someone needs to update it or mark the business as closed.

8. Third-Party Services

What to document:

  • Booking systems (Calendly, Acuity, etc.)
  • Email marketing (Mailchimp, etc.)
  • Analytics (Google Analytics)
  • Any SaaS tools your business uses
  • License keys and account details

Why it matters: These services often have customer data, scheduled appointments, or automated communications that need managing.

9. Developer/Agency Contacts

What to document:

  • Your web developer/designer contact details
  • Your SEO company (if separate)
  • Your hosting support contact
  • Any contractors who work on your digital presence

Why it matters: These people already understand your setup and can help your family navigate the technical side.

How to Actually Store This Information

Now that you know what to document, where do you keep it?

Option 1: Password Manager (Recommended)

Use a password manager like:

  • 1Password (has specific family/business plans)
  • LastPass (family sharing features)
  • Bitwarden (open source, free tier available)
  • Dashlane (good for business users)

Why this works:

  • Everything encrypted in one place
  • Can share access with trusted family member
  • They can’t see passwords until you grant access (or you die and they have your master password)
  • Updates automatically when you change passwords

How to set it up:

  1. Choose a password manager
  2. Add all your credentials
  3. Create a secure “emergency access” for a trusted person
  4. Write down your master password and store it with your will

Cost: Usually £3-8 per month for family/business plans

Option 2: Physical Document (Less Secure but Simple)

Write everything down in a physical notebook or document.

Where to store it:

  • With your will at your solicitor’s office
  • In a safe deposit box
  • In a fireproof home safe
  • With a trusted executor

Why this works:

  • No technology required
  • Easy to access in an emergency
  • Clear and simple for non-technical family members

Downsides:

  • Needs updating manually when passwords change
  • Less secure if someone finds it
  • Can be lost or destroyed

Option 3: Encrypted Document

Create a Word/PDF document with all the information, encrypt it with a password, and store it in multiple places:

  • Email it to yourself
  • Store on USB drive
  • Cloud storage (Google Drive, Dropbox)
  • Give encrypted copy to trusted person

How to encrypt:

  • Word: File → Info → Protect Document → Encrypt with Password
  • PDF: Adobe Acrobat → Tools → Protect
  • Mac: Right-click file → Encrypt
  • Windows: Use 7-Zip or WinRAR with encryption

Then store the encryption password with your will or tell it to your executor.

What to Include in Your Will

Your will should mention your digital assets explicitly:

“I leave all rights, access, and control of my business digital assets including but not limited to websites, domain names, email accounts, social media accounts, and related passwords to [name], to be managed or disposed of at their discretion. Full access credentials are stored [location].”

Talk to your solicitor about the specific wording. Different jurisdictions have different rules about digital assets.

The Business Continuity Checklist

Beyond just documenting passwords, consider these continuity questions:

If you’re incapacitated but not dead:

  • Who can access your business systems immediately?
  • Who has authority to make decisions?
  • How will customers be notified?
  • How will ongoing projects be managed?

If you die:

  • Does someone know how to post an announcement on your website?
  • Who will respond to customer enquiries?
  • Will the business continue or close?
  • How will customers be notified of the closure?
  • What happens to customer data?

The Transition Plan:

Write a simple plan:

“If I become unable to run the business:

  1. [Name] should immediately access [password manager/document location]
  2. Post this message on the website: [draft message]
  3. Set up auto-reply on email: [draft message]
  4. Contact these key clients immediately: [list]
  5. Contact my web developer [name/number] for technical help
  6. The business should [continue/close/sell] as per my will”

This doesn’t need to be complicated. A simple Word document is fine. But it needs to exist and people need to know where it is.

Special Considerations for Different Business Types

Sole Traders

You’re the single point of failure. Everything depends on you documenting it properly because nobody else knows how your business works.

Priority: Complete documentation and clear handover instructions.

Partnerships

Even if you have a partner, they might not know the technical side.

Priority: Partner access to everything, documented procedures.

Family Businesses

Junior family members may know the trade but not the admin.

Priority: Training succession, gradual handover of access.

Limited Companies

Directors may change, but company assets need continuity.

Priority: Company-owned accounts (not personal), documented procedures.

The Cost of Not Planning

What does it cost if you don’t do this?

Lost domain names: £5,000+ to buy back from squatters (if possible) Lost customer data: Impossible to quantify, potentially business-ending Lost SEO history: Years of work gone, starting over from zero Legal fees to regain access: £2,000-5,000+ depending on complexity Lost revenue during downtime: Weeks or months of zero income Damaged reputation: Customers assume business has closed unprofessionally

Total cost: Easily £10,000-50,000+ in lost value and recovery costs.

Time to document everything properly: 2-3 hours.

The math is pretty clear.

What Happens With mtstudios Clients

Since we’ve learned this lesson the hard way, here’s what we do for our monthly package and maintenance clients:

We maintain a separate record of:

  • All account credentials we have access to
  • Hosting and domain details
  • Technical documentation
  • Emergency contact information

If something happens to you: Your family contacts us, we provide everything we have, and we help with the transition – whether that’s keeping the site running, updating it with closure information, or helping transfer it to someone else.

This is part of why ongoing maintenance relationships matter. We’re not just there to fix technical problems – we’re there for business continuity.

The Uncomfortable Conversation You Need to Have

You need to tell someone about your digital succession plan:

  • Your spouse/partner
  • Your business partner
  • Your executor
  • Your adult children (if relevant)

The conversation:

“I’ve documented all the passwords and access details for the business website, email, and everything digital. If something happens to me, it’s [location]. [Person’s name] can help you with the technical side if needed.”

That’s it. 30 seconds. Uncomfortable but necessary.

The Monthly Review

Digital assets change. Passwords get updated. Services get added or cancelled.

Set a calendar reminder: Once per quarter, review and update your documentation:

  • Any new services added?
  • Any passwords changed?
  • Any accounts closed?
  • Contact details still current?
  • Storage location still accessible?

Takes 15 minutes every three months. Could save your family months of headaches.

What to Do This Week

Here’s your action plan:

Day 1 (30 minutes):

  • Create a new document titled “Business Digital Assets”
  • List all your accounts (even if you don’t have passwords yet)

Day 2 (1 hour):

  • Reset passwords to ones you can document
  • Start filling in the document with credentials
  • Set up a password manager if you prefer that route

Day 3 (30 minutes):

  • Write basic instructions for what to do if you’re incapacitated
  • Decide where to store the information
  • Tell your executor/family where it is

Day 4 (30 minutes):

  • Contact your web developer and give them emergency contact details
  • Review your will to ensure digital assets are mentioned
  • Set a quarterly reminder to review

Total time investment: 2-3 hours Potential cost saved: £10,000-50,000+ Peace of mind: Priceless

The Bottom Line

Your website, domain name, email accounts, and digital presence are business assets just like your equipment, inventory, or premises.

You wouldn’t die without leaving instructions for who inherits your tools or your customer list. Don’t die without leaving instructions for your digital assets either.

It’s morbid. It’s uncomfortable. It’s easy to put off.

But it’s also one of the most important things you can do for your business and your family.

Take the afternoon. Document everything. Store it safely. Tell someone where it is.

Then get back to running your business knowing that if the worst happens, your family won’t be fighting with domain registrars and hosting companies while they’re grieving.

They’ll have enough to deal with. Don’t make losing access to your life’s work one of those things.

Need help documenting your website and digital assets? We can provide a complete technical inventory of everything we manage for you, formatted for your executor or family. Get in touch – we’ve had these conversations before and we know how to make it straightforward rather than overwhelming.