Sometimes a document you upload can't be used, and we'll ask for another copy. This is routine and doesn't mean you did anything wrong. Usually the image just isn't clear enough, or the information on it doesn't match what's in your account.
Why We Ask for a New Copy
The image isn't clear enough
This is the most common reason. Certain elements have to be readable, both for validation and for the institutions we send documents to:
The official seal, where the state uses one
The registrar's signature
Full legal name, date of birth, date of death, and place of death
Typical problems are low light, motion blur, glare from a lamp or flash, a shadow across the page, a corner cut off, or a photo taken at an angle.
The information doesn't match your account
For example, the certificate reads Robert James Peterson Jr. and your account says Bob Peterson, or a date of birth is off by a digit.
Before re-uploading, work out which one is wrong. If the certificate is right and your entry was wrong, correct your account details first, then re-upload the same certificate. If the certificate itself contains an error, you'll need an amended copy from the vital records office.
It's not a certified death certificate
Hospital records, funeral home invoices, obituaries, cremation certificates, and copies marked "informational, not for legal use" can't be accepted. You'll need a certified copy from a government vital records office.
Pages are missing
Some states issue multi-page certificates, and some print on both sides. Include everything.
How to Re-upload
Log in and use the same upload button you used the first time. The new file replaces the old one automatically. On a phone you can photograph the document directly, or choose an existing image or PDF.
Upload a PDF or any common image format, including JPG, PNG, and HEIC from an iPhone. Keep files under 10MB.
Getting a Clear Photo
Lay the document completely flat and smooth out folds. If it's been folded a long time, press it under a few books first.
Put it on a dark surface. White paper on a white counter is hard for a camera to read.
Use bright, even light. Near a window on an overcast day is close to ideal.
Turn the flash off. It causes glare that can wipe out a whole section of text.
Turn off Live Photo on iPhone, which can introduce blur.
Hold the phone directly above the document, parallel to the surface, not at an angle.
Tap the screen to focus before you shoot, and use the volume button to take the photo.
Take a few, then zoom in and pick the sharpest one.
For a raised seal, angled light helps. The shadow is what makes the embossing visible in a photo.
A scanner works better than a phone if you have access to one. Scan at 300 DPI or higher. Most office supply stores offer scanning for around a dollar a page.
Difficult Situations
Old or faded documents
Maximize your lighting and consider a scanner. If the original is too deteriorated to read, request a fresh certified copy from vital records. They print from their records, so you'll get a clean one even for an old death.
The certificate has a factual error
Contact the vital records office that issued it. You'll complete an amendment application, provide documentation of the correct information, and pay a fee. It typically takes a few weeks. Don't try to work around it, since institutions will reject a certificate that conflicts with other records.
The death occurred outside the US
Requirements vary by country. Documents may need certified translation, and some countries require an apostille. Contact us and we'll tell you what's needed.
The file is too large or won't upload
Compress the PDF or reduce the image resolution, and rename the file to something simple without special characters. If it still won't go through, email it to [email protected] with your loved one's full name in the subject line and we'll attach it for you.
What Happens Next
Validation runs automatically as soon as the new file is uploaded, so you'll know right away. If it still doesn't pass, you'll see what's blocking it.
Need Help?
If you're unsure whether a document will work, send it to us before going to the trouble of ordering a new one. We can usually tell you immediately.
Chat with us in the app, call (385) 707-0082, or email [email protected] with your loved one's name. We reply to email within one business day.