A person reads these.

What to include

The child’s first name and the capsule’s unlock date get us to the right family in seconds. If it is about a gift, the date and rough amount help. Screenshots are welcome; passwords and recovery-kit contents are not, and we will ask you to delete them if you send them.

What we will never ask you for

Your password. Your recovery kit. Any part of a guardian’s key share. Payment to “release”, “verify” or “recover” anything. If a message claiming to be Till18 asks for any of those, it is not us — forward it to us and delete it.

Nothing legitimate from us is ever urgent, either. Every consequential action on a capsule runs on a 60-day public clock, so anyone creating time pressure is not working for you.

If it is going wrong right now

Put URGENT in the subject line and tell us what you were doing. Real emergencies in this product are rare and specific — a wrong-network deposit, a suspected compromise, a guardian who cannot be reached before a deadline — and they jump the queue.