You log in expecting to see something, and the page looks empty or nearly empty. Almost always this means your search is running normally. Occasionally it means something technical is in the way. Here's how to tell the difference.
Most Often, Nothing Is Wrong
Sunset holds all search results until every search you requested has finished. Nothing appears piece by piece. That means there's a stretch, usually 7 to 14 days, where the honest answer is that we're working and there's nothing yet to show you.
During that time you should see a status for each category you selected, reading not started, in progress, or finished. Your debt search might say finished while your bank search still says in progress. That's the search working exactly as intended.
If you're seeing those statuses, you're done with your part. Nothing is required from you, and we'll email you the moment results are released.
Did You Finish Setting Up?
Setup is complete once you've provided:
Your loved one's details, including name, date of birth, date of death, Social Security number, and last known address
Your own details and your relationship to them
A photo of your government-issued ID, such as a driver's license
A copy of the death certificate
Both your ID and the death certificate are validated instantly and automatically. There's no review queue and no waiting period, so if validation succeeded, your search started right away.
If you're not sure you finished, log out, close the tab, open a fresh window, and log back in at hellosunset.com. Any incomplete step will prompt you.
If the Page Is Actually Blank
A completely blank page, or one that never stops loading, is a technical problem rather than a status. Try these in order:
Refresh the page with Ctrl+R on Windows or Cmd+R on Mac
Log out fully and log back in
Hard refresh with Ctrl+Shift+R or Cmd+Shift+R to clear a cached version
Open Sunset in a private or incognito window, which bypasses cache and extensions
Try a different browser
On a phone, also try switching between Wi-Fi and cellular, closing background apps, or restarting the device. If it works on a computer but not your phone, use the computer for now and let us know.
Stuck on the Same Screen
If you keep landing back on the same form after clicking continue:
Check for required fields you may have missed, usually marked in red
Disable browser extensions, especially ad blockers and privacy tools
Try a different device
If the loop continues, tell us. We can move your account past the step from our side and find out what's blocking it.
Still Not Sure What You're Looking At?
Ask us and we'll tell you exactly where your account stands and whether anything is needed from you.
Chat with us in the app, call (385) 707-0082, or email [email protected]. It helps to include your loved one's name, a description of what you see when you log in, and any error message. We reply to email within one business day.