Technical Support

I can't log in to my account

If you're having trouble logging in, try the following steps:

1. Make sure you're using the correct email address associated with your account
2. Check that Caps Lock is not enabled when entering your password
3. Clear your browser's cache and cookies, then try again
4. Try using a different browser or an incognito/private window
5. If you signed up using Google or social login, make sure you're clicking the same login method

I forgot my password

Click the "Forgot Password" link on the login page and enter your email address. You'll receive an email with instructions to reset your password. Check your spam folder if you don't see it within a few minutes.

Note: If you signed up using Google or another social login provider, you'll need to reset your password through that provider instead.

I'm getting a "session expired" error

For security, your login session expires after a period of inactivity. Simply log in again to continue. If you're being logged out frequently:

• Make sure cookies are enabled in your browser
• Check that your browser isn't set to clear cookies automatically
• Disable any browser extensions that might be blocking cookies

I see "unauthorized" or "access denied" errors

This typically means your session has expired or there was an authentication issue:

1. Log out completely by visiting /api/auth/logout
2. Clear your browser cookies for this site
3. Log back in with your credentials

How do I update my profile information?

To update your profile:

1. Log in to your account
2. Click on your profile icon in the top navigation
3. Select "Profile" from the dropdown menu
4. Make your changes and click "Save"

How do I change my email address?

Your email address is managed through your login provider. If you signed up with an email and password, you can update it in your profile settings. If you used Google or social login, you'll need to manage your email through that provider.

How do I delete my account?

We understand that you may want to delete your account. Please note that this action is permanent and will remove all your memorials and data. To request account deletion, please contact us at the email address below with your account details.

My memorial isn't showing on the public site

There are a few reasons why your memorial might not be visible:

• Pending Review: New memorials are reviewed before being published. This usually takes less than 24 hours.
• Privacy Settings: Check that your privacy level is set to "Public" if you want anyone to find it, or "Unlisted" if you only want people with the direct link to view it.
• Not Published: Your memorial may be in draft state. Check your dashboard to publish it.
• Content Issues: If there were concerns about the content, you may have received a notification with details.

I can't upload photos

If you're having trouble uploading photos:

• Make sure your image is in JPG, PNG, or WebP format
• Check that the file size is under 10MB
• Try using a different browser
• Ensure you have a stable internet connection
• If on mobile, try using the desktop site

How do I edit or delete a memorial?

To manage your memorials:

1. Log in to your account
2. Go to your Dashboard
3. Find the memorial you want to edit
4. Click "Edit" to make changes or "Delete" to remove it

Note: Deleted memorials cannot be recovered. Consider changing the privacy level to "Private" if you want to hide it temporarily instead.

Privacy level options explained

• Public: Anyone can find and view your memorial. It will appear in search results and on the public memorials page.
• Unlisted: Only people with the direct link can view your memorial. It won't appear in search results or public listings.
• Private: Only you can view the memorial when logged in. Perfect for drafts or personal memories you want to keep private.

Supported Browsers

For the best experience, we recommend using the latest version of:

• Google Chrome
• Mozilla Firefox
• Microsoft Edge
• Safari (Mac/iOS)

Internet Explorer is not supported. Some features may not work correctly on older browser versions.

The site looks broken or isn't working correctly

Try these troubleshooting steps:

1. Refresh the page (Ctrl+F5 or Cmd+Shift+R for a hard refresh)
2. Clear your browser cache and cookies
3. Disable browser extensions temporarily
4. Try a different browser
5. Check your internet connection
6. If on mobile, try the desktop site