Frequently Asked Questions

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Frequently Asked Questions

  1. What is TheOneFile?
  2. Where is my data stored?
  3. Will I get charged for storage if I exceed a certain amount?
  4. What can I put into TheOneFile?
  5. What about information I may want to share with others?
  6. Who else has access to my data?
  7. I don't want to put my sensitive information in the "cloud".
  8. How do I designate others I want to see parts of my information?
  9. Are there any limits on making changes to my information?
  10. How much information can I store in TheOneFile?
  11. I already have a safe deposit box or home safe.  Why do I need TheOneFile?
  12. What if I forget my TheOneFile password?
  13. Can I access my account from any Internet connection?
  14. Which Internet browsers are supported?
  15. How do I get my paper documents into my TheOneFile account?
  16. How about uploading electronic documents on my computer?
  17. What is the LIFE EVENTS tab used for?
  18. How can I get my questions answered?
  19. How secure is TheOneFile?
  20. How can I be sure that my data will be there when I need to access it?
  21. Are controls in place to safeguard my data?
  22. Doesn't uploading executable files pose a security risk?
  23. Can authorized individuals gain access to my information?

What is TheOneFile?

  • TheOneFile is an online personal file storage system that enables subscribers to securely organize, store, and retrieve the information, instructions, and files (documents, images, audio and video) that are needed throughout life. Getting your affairs in order has never been easier. We provide you with 123 category “folders” to make it easy to arrange your personal information. In each folder you can enter free-form information and upload/download files of any type, including programs.
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Where is my data stored?

  • Our primary datacenter is located in Richardson, Texas, a state-of-the-art optimum security datacenter in terms of systems redundancy, uptime, and availability. Backup datacenters are located in Phoenix, London and Amsterdam. Each of the datacenters’ location was precisely selected and purpose-built to go above and beyond compliance requirements to achieve the highest security standards in the world. Strategically, our sites are geographically redundant; each datacenter has multiple power sources, the most advanced conditioning and backup systems, and sits comfortably atop the best Internet peers.
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Will I get charged for storage if I exceed a certain amount?

  • Your membership in TheOneFile includes Unlimited Storage - No Hidden Fees.
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What can I put into TheOneFile?

Perhaps a better question to ask would be, "What can't you put into TheOneFile?"  We invite you to consider TheOneFile your safest and most secure place to store:

  • "informal" arrangements
  • personal preferences and instructions
  • ancestry information
  • audio messages
  • birth and marriage documents
  • business affairs / agreements
  • contracts
  • estate plans / preferences
  • family details / secrets
  • final arrangements
  • financial statements
  • health information
  • key contacts
  • legal documents
  • loans and commitments
  • location of important information / documents (e.g. stock certificates, wills, warranties)
  • medical and insurance benefits / policies
  • other important files / information
  • descriptions of personal property and receipts
  • photos, videos, and keepstakes
  • professional activities
  • retirement plans
  • special online id's and passwords
  • care instructions for your property
  • guardianship arrangements
  • wills, warranties, and much, much more

In short, if it's important to you, TheOneFile provides a safe, secure place to keep it.

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What about information I may want to share with others?

  • You may want to set aside information in certain folders to share with specific people.   For example, you might want to "tag" information about your financial affairs to set aside for your CPA.  TheOneFile lets you "tag" and later share selected information in specific folders with others that you specifically designate. 
    These individuals, however, DO NOT have the ability to access your data directly.  (They only get access to a copy of your data).
  • TheOneFile provides you this ability using our "Designated party" technology.  You control who to provide your information to and how long you want to do it.  You can also create a "Preferences book" for any "Designated Party" you have established.  This can be a hardcopy booklet, or in electronic form.  You decide the conditions under which you would send this "read-only" document to them. 
    You are always able to add or delete people on your Designated Party list at any time, and wjhen you make changes to your list, the tagging of data you wish to provide to others is automatically updated.

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Who else has access to my data?

  • Nobody.  Not even our support personnel can view your data.  In the event of incapacitation or death, access to your account will be made available to your designated legal representative once we have received appropriate legal documentary proof / releases.
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I don't want to put my sensitive information in the "cloud"

Then you don't need to.  Although we provide "fill in the blanks" fields for storing information like Social Security numbers, and Account  numbers, ALL of these fields are OPTIONAL.  (Only fill them in if you want to.)

There is only one REQUIRED field in each data input form - this is indicated by a red asterisk  *

For example:

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How do I designate others I want to see parts of my information?

  • Could not be easier!  You add them to the "Designated Party" list (under Administration menu), and as you are adding or updating information in your folders, simply "tag" the information indicating you want one or more of your designated parties to be privy to. 
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Are there any limits on making changes to my information?

  • None whatsoever!  Your data is available 24 hours a day, 365 days a year.  Our online system availability goal is 99.9% (periodic system maintenance is required).
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How much information can I store in TheOneFile?

  • Besides the "fill-in-the-blanks" fields we provide, you can upload any number of individual files (up to 2 Gb each).  There is virtually no limit to the amount of information you can store in TheOneFile.  The standard pricing includes unlimited document / file storage.
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I already have a safe deposit box or home safe.  Why do I need TheOneFile?

You may want to ask yourself:

  • "Is your safe deposit box easily accessible 24x7, 365 days a year?"
  • "If you are away from home, can you access your home safe?"
  • What would happen to your important documents if you were robbed, experienced a fire, or natural disaster?"

Many tell us that the greatest benefit is the easy-to-find organization of TheOneFile that lets them locate and access their important information and documents more quickly than they could any other way.

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What if I forget my TheOneFile password?

  • At the time of account creation, subscribers are asked to select a "Challenge Question" in addition to the normal account credentials (password).  This question is one you pick from a list of questions and one that is unique and meaningful to you.  Then, you provide the unique answer (and password hint) to the question you have created.  The Password retrieval utility ("Forgot Password?") link prompts the subscriber for the correct response to this question.
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Can I access my account from any Internet connection?

  • Yes
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Which Internet browsers are supported?

  • We have tested and continue to regularly test the application with the most recent and prior versions of Internet ExplorerTM and above; Mozilla FirefoxTM, Google ChromeTM, and Apple's SafariTM.  Users are expected to keep their browser software up to date with the latest versions which contain the latest security features.
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How do I get my paper documents into my TheOneFile account?

  • You have several options available.  You can convert paper documents into an electronic file on your computer using a scanner, a digital camera, or digital images captured on tablet computers or most models of mobile phones.  Additionally, you can utilize the services of a local office supply retailer, business, or copy shop which can do this for you.  If you have a PC with fax capability, you can fax a copy of a document you want to save to your PC and save the received faxed document. Remember, though, the fax image quality may not be as good as a scanner.
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How about uploading electronic documents on my computer?

  • Absolutely!  There are no restrictions on the type of file you can upload to TheOneFile.  You can upload any type of file, even program "executables" (.exe) safely.
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What is the LIFE EVENTS tab used for?

  • The Life Events tab is intended to provide a place where the list of events that are important for us to remember are recorded in one place.  It gives you a place to record a specific event and date. 
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How can I get my questions answered?

We have several ways to assist you:

  • A complete online HELP system that you can access any time from a HELP link or by gong to http://help.TheOneFile.com
  • Submitting a question or report an issue through the "Report a Problem" links provided.
  • By email:  Support@TheOneFile.com (allow up to 24 hours for a response)
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How secure is TheOneFile?

  • TheOneFile employs several layers of security and encryption to protect your data.  To ensure your data is safe, each of your online sessions is encrypted, as is all of your data that is stored on our servers.  We use AES 256 bit encryption, the same level of protection the U.S. government uses to protect classified "Top Secret" information.  TheOneFile is encrypted and securely managed 24x7 in one of the most secure datacenters in North America.
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How can I be sure that my data will be available when I need to access it?

Our datacenter was built to the highest industry standards for "cloud computing" and includes:

  • the ability to scale to over 7,500 secure cloud servers,
  • distribution voltage metering,
  • high-efficiency UPS's and power distribution,
  • seven 2,000 kilowatt Caterpillar Diesel Generators with a minimum of 48 hours of fuel on hand,
  • a fully redundant 3,000 ton chilled water plant,
  • a HSSD/Laser Detection throughout (an air sampling system that is 2,000 times more sensitive than conventional smoke detectors),
  • interlocked pre-action dry pipe sprinklers, and
  • high efficiency computer room air handlers.

In addition to the multiple layers of software and network security we employ, our datacenter has multi-level physical security safeguards in place to prevent unauthorized access to our facility:

  • Physical Barriers (fences, guards, alarms, locks), and restricted access technologies (biometrics, coded entry, access badges),
  • Structural Barriers (door controls, window controls, ceiling penetration, ventilation ducts, elevator penthouses),
  • Environmental Barriers (defined perimeters, positive controls, alert threat, segment protection zones).

All network equipment and servers in the computer center are fully enclosed in thick wire mesh, continually monitored by HD motion cameras and access restricted by security badge readers and IRIS (eye scanning) technology.

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Are controls in place to safeguard my data?

  • Yes.  The safeguards employed by our datacenter facilities are re-certified annually by independent security auditors against the international standard SSAE 16.
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Doesn't uploading executable files pose a security risk?

  • No.  There is no way for your stored files to be executed on our servers.  This is a benefit for software developers or others who want to store copies of important programs.  Unlike some of the file storage sites, you cannot click on a stored file and have it automatically "launch".  We only enable users to upload, download, or delete stored files to eliminate the potential of your data being compromised.
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Can unauthorized individuals gain access to my information?

  • We have taken every reasonable approach possible to ensure that your data is never seen by unauthorized users. Our hardware firewalls and enterprise-level web application firewall actively protects TheOneFile website and database from sophisticated hacker attacks. All suspicious access activity is monitored 24 x 7, unauthorized access attempts are blocked, and all access activity is tracked and recorded. We employ round-the-clock network and application surveillance that is specifically designed to block hacker attempts. Additionally, we provide you (In the Online HELP) with password guidance so you can create highly secure passwords. Having a strong password, and making sure you never give it to others, is one of the best safeguards you can have.
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