Overview
After you upload a death certificate or other documents, our verification team reviews them to ensure they meet legal requirements for requesting account information from financial institutions. Sometimes we need to ask you to re-upload or correct a document because the information doesn't match our records, the image quality is too poor to read, required elements are missing, or the wrong type of document was submitted.
This is a normal part of the process and doesn't mean you did anything wrong - it simply means we need a clearer or corrected version to proceed with your search. Re-uploading is quick and easy.
Why We Request Document Re-uploads
There are several common reasons we may ask you to upload a document again:
Information Mismatch
The name, date of birth, date of death, or other key information on the document doesn't match what you entered in your Sunset account.
Common examples:
Death certificate shows "Robert James Peterson Jr." but you entered "Bob Peterson" in your account
Date of birth on certificate is April 15, 1952 but you entered April 15, 1953
Last name spelling differs (Peterson vs. Petersen)
Middle name or initial is present on certificate but was omitted in your account entry
Suffix is different (Jr. vs. Sr. vs. II)
What to do: Before re-uploading, first check if your account information needs to be corrected instead. If the death certificate is correct and your entered information was wrong, update your account details first (see the "Verification Issues" article), then re-upload the same certificate. If the certificate information is actually incorrect or you have a corrected version, upload the new document.
Document Quality Issues - Blurry or Illegible
The most common reason for re-upload requests is that the document image is too blurry, dark, or unclear to read critical information.
Financial institutions require us to verify specific elements:
The official government seal (must be clearly visible, showing embossing or raised texture)
The registrar's signature
Full legal name of the deceased
Date of birth
Date of death
Place of death
Sometimes the Social Security Number (if included on the certificate)
If any of these elements cannot be clearly read in your uploaded image, we cannot proceed.
Common quality problems:
Photo taken in low light or shadow
Camera was moving when photo was taken (motion blur)
Certificate was wrinkled or folded, obscuring text
Glare from lighting reflecting off the paper
Only part of the document is in the photo frame
Image is pixelated or overly compressed
Photo was taken at an angle instead of straight-on
Certificate is faded or deteriorated (old documents)
Scan resolution is too low
Wrong Type of Document
We require a certified death certificate - an official document issued by a government vital records office with an official seal and registrar's signature.
Documents we cannot accept:
Photocopies of death certificates (even if the original was certified)
Hospital death reports or discharge summaries
Funeral home notices or memorial service programs
Obituaries or newspaper clippings
Medical examiner reports (unless they include full certification)
Informal death records
Screenshots of digital documents without official seals
If you uploaded one of these by mistake, you'll need to obtain and upload a certified death certificate instead.
Incomplete Document
Sometimes only part of the death certificate is captured in the photo or scan:
Top or bottom cut off, missing the seal or signature
Multiple pages but only one page uploaded
Sides cropped off, cutting off part of the name or dates
Back side not included (some states print information on both sides)
Missing Required Pages
Some death certificates are multi-page documents. If your certificate has multiple pages and you only uploaded one, we'll need all pages to see the complete information.
File Format or Technical Issues
Occasionally uploaded files are corrupted, won't open, or are in an unsupported format. We accept:
PDF files
JPG/JPEG images
PNG images
HEIC files (iPhone photo format)
Other formats may not process correctly.
How You'll Know a Re-upload Is Needed
When we need you to re-upload a document, you'll receive an email from Sunset explaining:
Which document needs to be re-uploaded (usually the death certificate)
Why the document couldn't be accepted (blurry, information mismatch, wrong document type, etc.)
Specific guidance on what we need (clearer image, different document, all pages, etc.)
Instructions for uploading the corrected document
The email will typically include examples or specific details about what was unclear or missing in your original upload.
How to Re-upload a Document
The re-upload process is simple and uses the same interface as your original upload:
On Desktop Computer:
Check your email from Sunset for the re-upload request
Log in to your Sunset account at hellosunset.com
Click the "Upload Death Certificate" button (or the specific document name mentioned in the email)
Select "Choose File" or "Browse" to find the corrected document on your computer
Select the file and click "Open"
Preview the document to ensure it's clear and complete
Click "Submit" or "Upload"
The new document will replace your previous upload automatically.
On Mobile Phone:
Check your email from Sunset for the re-upload request
Log in to your Sunset account from your phone's browser
Click the "Scan Death Certificate" button (or the specific document name mentioned in the email)
Choose your method:
"Take Photo" to use your camera and scan the document now
"Choose from Library" to upload an existing photo
"Browse Files" to upload a PDF
If using camera:
Position the certificate on a flat, dark surface
Ensure good, even lighting
Hold phone directly above the document
Frame the entire document in the viewfinder
Tap to focus, then capture
Review the preview to confirm clarity
Tap "Use Photo" or "Submit"
Tips for Taking a Clear Photo of Your Death Certificate
To avoid another re-upload request due to image quality, follow these best practices:
Lighting:
Use natural daylight when possible (near a window)
Avoid direct sunlight that causes glare
If using indoor lighting, ensure it's bright and even across the entire document
Position yourself so your shadow doesn't fall on the document
Avoid overhead lights that create glare on the paper
Camera Setup:
Clean your phone's camera lens first
Turn off "Live Photo" mode on iPhone (it can cause blur)
Hold the phone directly above the document, parallel to the surface (not at an angle)
Get close enough that the document fills most of the frame, but don't cut off edges
Tap the screen to focus on the text before taking the photo
Hold very still and wait for the camera to focus completely
Take multiple photos and choose the clearest one
Document Placement:
Place the certificate on a flat, solid surface (table or floor, not bed or couch)
Smooth out any wrinkles or folds
Use a dark-colored surface underneath (dark table or place a dark folder behind the certificate) to create contrast
Ensure the entire certificate is visible, including all edges, seals, and signatures
If the certificate has multiple pages, photograph each page separately and combine them (or take clear photos of each and upload as separate files if prompted)
For Very Old or Faded Certificates:
Maximum lighting is crucial
Consider using a scanner instead of a phone camera for better quality
You may need to request a new certified copy from vital records if the original is too deteriorated
Some vital records offices can provide high-quality digital copies
Using a Scanner Instead of Phone Camera
If you have access to a document scanner, this often produces better results than phone photos:
Place the death certificate face-down on the scanner glass
Ensure it's flat and straight (align with the edges of the glass)
Close the scanner lid
Scan at 300 DPI or higher resolution
Save as PDF or JPG
Review the scanned file on your computer to ensure clarity
Upload through the Sunset website
Most office supply stores (FedEx Office, UPS Store, Staples) offer scanning services if you don't have a scanner at home.
Correcting Information Mismatches
If the re-upload request mentions that information on your document doesn't match what's in your account:
Compare the death certificate to what you entered in Sunset
Determine which is correct:
If the certificate is correct and you entered information wrong: Update your Sunset account information first (see "Verification Issues" article), then re-upload the same certificate
If you entered information correctly but the certificate itself has an error: You may need to request a corrected death certificate from the vital records office
If you have a different version of the certificate that's correct: Upload that version instead
Common scenarios:
Name spelling discrepancy:
Certificate shows "Katherine" but you entered "Catherine"
Solution: Update your account to "Katherine" (matching the certificate), then re-upload
Date mismatch:
You accidentally transposed digits in the date
Solution: Correct the date in your account, then re-upload the same certificate
Amended certificate available:
Original certificate had an error that was later corrected
Solution: Upload the amended/corrected certificate (it will have an "Amended" notation)
Uploading the Wrong Document Type
If you initially uploaded a photocopy, hospital printout, or other non-certified document, you'll need to obtain a certified death certificate:
Where to get a certified death certificate:
Vital records office in the state where death occurred (online ordering usually available)
County clerk's office
City registrar's office
Some funeral homes can order on your behalf
Ordering typically takes 1-2 weeks, with expedited options available for additional fees.
How to identify a certified death certificate:
Has a raised or embossed government seal (you can feel the texture)
Includes original registrar's signature (or stamp in some states)
States "Certified Copy" or similar language
Printed on security paper (often with watermarks or special patterns)
Issued recently (even if the death occurred years ago, the certification date should be recent)
Once you receive the certified copy, upload it using the instructions above.
Multi-Page Documents
If your death certificate has multiple pages (some states issue them as 2-3 page documents):
Option 1 - Combine into one PDF:
Use a free PDF combining tool (search "combine PDF" or "merge PDF")
Upload each page photo/scan to the tool
Arrange in the correct order
Download the combined PDF
Upload the single PDF file to Sunset
Option 2 - Upload pages separately:
Take clear photos of each page
Name them logically (death-cert-page-1.jpg, death-cert-page-2.jpg)
Upload the first page through Sunset
Email the additional pages to [email protected] with the subject line: "Additional pages for [Deceased's Full Name]"
Mention in the email that you've uploaded page 1 through the website
File Size Issues When Re-uploading
If your corrected document is a very large file:
Too large to upload through the website (over 10-15MB):
Compress the PDF using a free online tool
For photos, reduce resolution or use image compression
Convert high-resolution images to PDF format (often reduces size)
Email the file to [email protected] instead (include deceased's name in subject line)
File appears smaller but still won't upload:
Rename the file to something simple with no special characters
Try converting to a different format (JPG to PDF, or vice versa)
Try uploading from a different device or browser
Check your internet connection (slow connection can cause upload failures)
What Happens After You Re-upload
Once you submit the corrected document:
You'll see a confirmation message that the upload was successful
Our verification team will review the new document (typically within 1-3 business days)
If the document now meets all requirements, you'll receive an email confirming verification is complete and the search is starting
If there are still issues, you'll receive another email with additional guidance (this is rare if you've followed the re-upload instructions carefully)
You can log in at any time to check your verification status.
Special Situations
Certificate has errors that can't be corrected: If the death certificate itself contains factual errors (wrong date, misspelled name, etc.), you may need to request an amended certificate from the vital records office. This process varies by state but typically requires:
Completing an amendment application form
Providing documentation of the correct information
Paying an amendment fee
Waiting 2-6 weeks for the corrected certificate
Once you have the amended certificate, upload it to Sunset.
Very old death (decades ago) and certificate is deteriorated: For deaths that occurred many years ago, original certificates may be faded or damaged. You can:
Request a new certified copy from vital records (they'll print from their records, not give you the old document)
Have the old certificate professionally scanned with enhancement
Contact Sunset support - we may be able to work with lower quality images for very old deaths if certain information is still legible
Death occurred outside the US: For deaths that occurred in other countries, requirements vary:
Some countries issue similar certified death certificates
Documents may need to be translated to English (use a certified translator)
Apostille or authentication may be required for some countries
Contact Sunset support for specific guidance on international death certificates
Can't Replace the Document Yourself
If you're unable to re-upload for any reason:
Email the corrected document directly to [email protected]
In the subject line, include: "Corrected Death Certificate for [Deceased's Full Name]"
In the email body, explain:
That you're re-uploading per our request
What you corrected (better image quality, added missing pages, etc.)
Any relevant details
Attach the document file
We'll manually attach it to your account and restart verification
This is especially helpful if:
You're having technical issues with the upload feature
The file is too large for the website
You're uncertain whether you're uploading correctly
You want confirmation that we received the corrected version
Avoiding Re-upload Requests
To get it right the first time:
Before uploading:
Double-check that you have a certified copy (has official seal and signature)
Verify the name, dates, and other information match what you entered in your Sunset account
Ensure you have all pages if it's a multi-page document
Take photos in excellent lighting with a steady hand
Review your photo/scan before uploading - zoom in to check if text is readable
After uploading:
Check the preview screen carefully before clicking "Submit"
If anything looks unclear, retake the photo/scan before submitting
Confirm the entire document is visible in the frame
Make sure the seal is visible and readable
Troubleshooting Re-upload Issues
Upload fails repeatedly:
File may be corrupted - try re-scanning or re-photographing
Try a different file format (PDF vs. JPG)
Reduce file size
Try from a different device
Email the file to support instead
Can't find the upload button after logging in:
Look for "Upload Death Certificate" or the name of the specific document requested
Check your email for a direct link to the upload page
If you don't see it, email support - we can provide a direct link or accept the document via email
Not sure if the new upload replaced the old one:
After uploading, you should see the new file in your account
If uncertain, email [email protected] and ask us to confirm which version we have
We can tell you the date/time of the most recent upload
Re-uploaded but still receiving requests:
Allow 1-3 business days for review after re-uploading
Check that you addressed the specific issue mentioned in our request
If you receive another request, read it carefully - it may be asking for something different than the first request
Contact support if you're confused about what's needed
Need Help?
If you're unsure how to re-upload, having trouble with the upload process, not sure if your new document will meet requirements, or have questions about what we're asking for, reply to any message from Sunset or email [email protected].
We can:
Clarify exactly what we need and why
Accept your document via email if you're having technical issues
Provide specific guidance for unusual situations
Confirm whether your corrected document meets requirements before you officially submit it
Help you understand what elements of the certificate need to be visible
Include the deceased's full name in your email so we can quickly locate your account and provide personalized assistance.