How to Notify Kroo Bank After a Death in the UK

To notify Kroo Bank that an account holder has died, use Kroo’s bereavement form or contact its support team. Kroo says its specialists can help close the account and transfer any remaining funds to the executor or designated next of kin once the right checks are complete.

Because Kroo is an app-based bank, families can worry that everything depends on access to the person’s phone. It does not. You should not try to log in as the person who died. Use Kroo’s bereavement process instead.

Before you contact Kroo

Kroo’s own guidance suggests dealing with two early steps first where possible:

• register the death
• use Tell Us Once to inform relevant government departments, if the service is available for your circumstances

You can still contact Kroo if you are waiting for paperwork, but the account cannot usually be closed properly until the bank has enough evidence.

Prepare these details if you have them:

• the deceased person’s full name
• date of birth and date of death
• address and phone number linked to the account, if known
• your own name, contact details and relationship to the person
• whether there is a will
• who is executor, administrator or next of kin
• a copy of the death certificate

If you are handling several providers, use a simple tracker. GetPassage can help you build a list of accounts, upload notes and see which organisations are still waiting for documents.

How to notify Kroo Bank

Kroo says the quickest way to get started is to complete its Bereavement Form. After the form is submitted, Kroo says one of its specialists will contact you with next steps within one to two working days.

Kroo also publishes support contact routes:

Route	Details	Best for
Bereavement form	Available through Kroo’s help centre	Starting the process with structured details
Email	help@kroo.com	Sending questions or follow-up information
Phone	0800 802 1323 from the UK, or +44 1270 448008 from outside the UK	Speaking to customer service
Opening hours	Monday to Sunday, 9am to 5:30pm	Planning when to call

Keep screenshots or copies of anything you submit, including the date. If you are not the executor but are notifying as next of kin, Kroo may still need to verify who has authority to receive information or funds.

Documents Kroo may ask for

Kroo’s public bereavement guidance lists documents it may need, including:

• the death certificate
• personal ID documents for a next of kin, such as a passport or driving licence
• documents confirming the relationship between the customer and the next of kin, where the death certificate does not make this clear

Depending on the account balance and circumstances, Kroo may also ask for:

• the deceased person’s signed and witnessed will, if available
• a grant of probate or letters of administration
• additional identity verification checks
• simple forms related to closure or payment of remaining funds

Kroo’s guidance says a grant of probate or letters of administration may be needed if the remaining balance in the Kroo account is £10,000 or more. If the balance is lower, Kroo may still ask for documents depending on the wider situation, so treat the threshold as guidance rather than a promise.

What happens to the Kroo account?

The practical aim is to close the account and transfer any remaining funds to the right person. That may be the executor named in the will, an administrator appointed where there is no will, or a next of kin where the estate is simple and Kroo is satisfied with the evidence.

Do not move money out of the account using the deceased person’s phone or card. Even if you know the passcode, using someone else’s banking app after death can create legal and practical problems. Notify Kroo and let the account be handled through the bereavement process.

Probate and the £10,000 point

Probate is the legal authority to deal with someone’s estate in England and Wales when a grant is needed. In Scotland, the equivalent process is confirmation. In Northern Ireland, grants are handled through the probate system there.

Kroo states that probate or letters of administration may be required if the remaining balance in the Kroo account is £10,000 or more. This matters because probate can take time. If Kroo asks for a grant, the account may not be fully closed until the personal representative can provide it.

If the estate has several bank accounts, property, shares, debts or inheritance tax issues, take advice before promising beneficiaries a payment date. A small balance at one bank does not necessarily mean the whole estate is simple.

What if there is no will?

If there is no will, the person dealing with the estate may need to apply for letters of administration before a bank can release larger balances. The person entitled to apply depends on the intestacy rules.

For Kroo, explain honestly that there is no will and ask what it needs. Do not describe yourself as executor if there is no will. Executors are appointed by a will; administrators are appointed through the probate process.

Digital banking practicalities

Kroo’s app-based model makes the admin feel different, but the principles are the same as any other bank:

• preserve the phone if it contains useful evidence, but do not bank through it
• look for email statements or account-opening messages
• check whether salary, benefits, subscriptions or bills used the account
• tell anyone expecting payment from the account that arrangements may need to change
• keep copies of all messages from Kroo

If there are household bills linked to the Kroo account, contact those companies separately. Bank bereavement teams can close or freeze banking facilities, but they do not automatically set up new payment arrangements for utilities, rent, insurance or subscriptions.

Checklist for notifying Kroo

1. Register the death and obtain a death certificate.
2. Use Tell Us Once where appropriate.
3. Complete Kroo’s bereavement form.
4. Gather your ID and proof of relationship.
5. Find the will, if there is one.
6. Ask Kroo whether probate or letters of administration are needed.
7. Do not access the account through the deceased person’s app.
8. Track the next working-day response window and follow up if needed.

When to pause and get advice

Get advice if there are family disagreements, no will, a large account balance, debts, overseas assets, business interests or uncertainty over who should receive the money.

For a straightforward estate, the immediate task is simply to notify Kroo, provide the death certificate and ID evidence, and wait for the bank’s written instructions. That keeps the account secure and reduces the chance of mistakes later.