Most technical problems in Sunset come down to a handful of symptoms, and most have a quick fix. Here's what to do for each.
A useful rule: if anything takes more than a minute to load, something has gone wrong. Don't keep waiting. Refresh and try again.
Stuck on the Same Screen
You complete a step, click continue, and land right back where you started.
Refresh the page and click continue again
Check for a required field you missed, usually flagged in red
Log out fully, close every Sunset tab, wait half a minute, and log back in
Open Sunset in a private or incognito window, which clears session data and disables extensions
If it still loops, tell us. We can move your account past the step from our side and find out what's causing it.
Page Loads but Nothing Responds
Buttons don't work, forms won't submit, clicking does nothing.
Check whether the page is still loading, indicated by a spinner in the browser tab
Wait 15 seconds in case a response is delayed, then refresh
Clear your browser cache and cookies, then restart the browser completely
Try a different browser or device
If other websites work normally and only Sunset freezes, let us know which page and what you were doing.
Loading Spinner That Never Stops
This means a request to our servers either failed or never completed.
Give it a full 60 seconds, then refresh
Check your internet by loading another site
Log out and back in, then retry
If one specific action always hangs, tell us which one. That's usually a backend issue we can find and fix.
A Pop-up That Keeps Coming Back
Try clicking the continue or submit button inside the window rather than the X, since the form may be waiting on a required field. Look for anything flagged in red, and try clicking outside the window to dismiss it.
If it keeps blocking you, send us a screenshot. We can either supply the information it's waiting for or bypass it for your account.
Page Looks Broken or Half-Loaded
Missing buttons, overlapping text, images that don't appear. This is nearly always caching or an extension.
Hard refresh with Ctrl+Shift+R or Cmd+Shift+R
Clear your browser cache
Disable extensions, particularly ad blockers, script blockers, and privacy tools, or just use a private window to test
Update your browser
Uploads That Fail
Uploads are the most failure-prone part of any web app, since they involve large files and depend on connection quality.
Check the file size. Keep it under 10MB. Phone photos are usually fine, high-resolution scans often aren't.
Rename the file to something simple with no apostrophes, parentheses, or symbols. "death-certificate.pdf" rather than "John's Death Certificate (final) #2.pdf".
Switch connection between Wi-Fi and cellular.
Convert the format, image to PDF or the reverse.
If a file is too large to compress reasonably, email it to [email protected] with your loved one's full name in the subject line and we'll attach it to your account.
Upload seemed to work but the document isn't there
Refresh, then log out and back in. If it still isn't showing after 30 minutes, upload it again or contact us and we'll check whether the file arrived.
Phone-Specific Problems
Browser crashes or closes. Close background apps, restart the phone, update your browser, and make sure you have free storage.
Buttons hard to tap. Try landscape orientation or zoom in slightly.
Safari acting up on iPhone. Try Chrome, or clear Safari data under Settings, Safari, Clear History and Website Data.
Reporting a Bug
Worth telling us about when the same problem recurs after troubleshooting, when it blocks a step you need to complete, when you get an actual error message, or when something works on one device but not another.
Include a screenshot, what you were doing, what happened instead, your device and browser, roughly when it happened, and what you already tried.
We'll check our logs for that time, try to reproduce it, and either give you a workaround, fix it, or move your account past the blockage while we sort it out.
Need Help?
Chat with us in the app, call (385) 707-0082, or email [email protected]. We reply to email within one business day. If a technical problem is blocking something time-sensitive, say so and we'll prioritize it.