Not Seeing Anything After Logging In
Overview
If you log in to your Sunset account and see a blank page, minimal information, or aren't sure what to do next, there are several possible explanations. Most commonly, either you've already completed the signup process and we're working on your search, or there's a technical issue preventing the page from loading correctly.
You May Have Already Finished
If you've uploaded your death certificate and completed all the required information, congratulations - you're done with your part! Sunset is now working on your account search in the background.
Here's what happens after you complete onboarding:
We verify your death certificate and authorization documents (1-3 business days)
We begin the comprehensive account search across thousands of institutions
You'll receive email updates as the search progresses
The interface doesn't always clearly communicate that you've finished the signup process. If you log in and don't see obvious next steps or action items, that's often a good sign - it means we have everything we need from you and the search is underway.
Check Your Email
Look for messages from Sunset (@hellosunset.com) in your inbox:
"Documents Received - Verification in Progress"
"Verification Complete - Search Starting"
"Account Search Update"
These emails confirm that your signup is complete and we're actively working on your search. If you received any of these messages, nothing further is needed from you right now. We'll email you when accounts are discovered or when we need additional information.
Check your spam/junk folder if you don't see these emails in your main inbox.
If You Haven't Completed Signup
If you don't see any confirmation emails and your account appears blank or incomplete, you may need to finish the setup process:
Log out completely from your Sunset account
Close all browser tabs with Sunset open
Open a fresh browser window
Log in again at hellosunset.com
Look for prompts to "Begin Search," "Resume Setup," or "Upload Death Certificate"
Follow any on-screen instructions to complete the required steps
The signup process typically requires:
Basic information about the deceased (full name, date of birth, date of death, last known address)
Your relationship to the deceased
A certified death certificate upload
Confirmation of your authority to access account information
Troubleshooting Technical Issues
Blank page or endless loading:
Refresh the page (Ctrl+R on Windows, Cmd+R on Mac)
Log out and log back in
Clear your browser cache and cookies:
Chrome: Settings → Privacy and Security → Clear Browsing Data
Safari: Preferences → Privacy → Manage Website Data → Remove All
Firefox: Options → Privacy & Security → Clear Data
Try opening Sunset in an Incognito or Private browsing window (this bypasses cache issues)
Try a different browser entirely (if you're using Safari, try Chrome, or vice versa)
Mobile-specific issues:
Update your mobile browser (Safari or Chrome) to the latest version available in the App Store or Google Play
Switch from cellular data to Wi-Fi, or vice versa
Close all other apps running in the background
Restart your phone completely
Try accessing Sunset from a desktop computer instead
Page shows old or outdated information:
Your browser may have cached an older version of the Sunset interface. Try:
Hard refresh: Ctrl+Shift+R (Windows) or Cmd+Shift+R (Mac)
Clear browser cache completely (see instructions above)
Open in Incognito/Private mode to see the current version
Stuck in a signup loop:
If you keep seeing the same modal window or form even after clicking "Continue" or "Submit":
Check that you've filled out all required fields (look for red text or asterisks)
Try using a different email address if the system says your email is already registered
Disable browser extensions that might interfere (ad blockers, password managers, privacy tools)
Try a completely different device
If the loop continues after trying these steps, reply to any message from Sunset or email [email protected]. We can manually advance your account to the next step and investigate what's blocking your progress.
If You Used Sunset Before
If you created a Sunset account before mid-2024, you may be seeing an outdated version of our platform. We've significantly upgraded our search capabilities and user interface.
To access the new system:
Start a new search using the current interface
Any previous information or findings will be incorporated
The updated platform provides better status tracking and communication
You don't need to create a new email address - just log in and begin a fresh search with the improved tools.
Account Shows Minimal Information
If you can log in but only see very basic information (your name, the deceased's name, but nothing about search status), this typically means one of two things:
Your death certificate is still being verified - you should see a status message about verification in progress
You've completed everything and the search has begun - check your email for confirmation
In either case, you don't need to take additional action unless we request specific information.
What Should You See When Logged In?
Depending on where you are in the process, your account should show:
Early stage (signup incomplete):
Prompts to upload death certificate
Forms requesting information about the deceased
Instructions for next steps
Middle stage (verification):
"Documents Under Review" or similar status message
Estimated verification timeline
No action required from you
Active search:
"Search in Progress" status
Current search phase
Timeline for completion
Potentially a list of discovered accounts (if any have been found)
Accounts found:
Names of financial institutions where accounts were located
Ability to click each institution for more details
Options to request account closure and fund transfer
Still Not Sure What You're Looking At?
If you've tried the troubleshooting steps above and still aren't certain whether you've completed signup or what you should be seeing, that's okay - we're here to help.
Reply to any message from Sunset, or email us directly at [email protected] with:
A brief description of what you see when you log in
Whether you've uploaded a death certificate
Any error messages you're encountering
We'll review your account status and let you know exactly where you are in the process and whether any action is needed from you.
Need Help?
Reply to any message from Sunset or email [email protected] and we'll review your account, clarify your current status, and resolve any technical issues preventing you from accessing your information.