Unclear Confirmation

Overview

We're actively improving our user interface and confirmation messaging to make it crystal clear when you've successfully completed each step of the Sunset process. However, during this transition period, you may sometimes complete an action - like finishing onboarding, uploading a document, or submitting information - without receiving an obvious confirmation that it worked.

This can create uncertainty: "Did that go through? Am I done? Should I do something else?" The good news is that even if the on-screen confirmation isn't perfectly clear, we send email confirmations for all major milestones. If you're ever unsure whether something was completed successfully, your email inbox is the best place to check.

Common Situations with Unclear Confirmation

Finished Onboarding but No Clear "You're Done" Message

This is one of the most common sources of confusion. You've entered all the required information about the deceased, uploaded the death certificate, answered questions about your relationship and authority, and then... the screen just shows your dashboard with no obvious indication of what happens next.

What you might see:

What actually happened:

How to confirm you're done:

If you don't see a confirmation email:

Uploaded Document but Unsure if It Went Through

You selected a file, clicked upload, saw a loading spinner, and then... maybe something changed on screen, maybe it didn't. You're not sure if the death certificate actually uploaded.

What you should see (ideally):

What you might see instead:

How to confirm your upload worked:

If still unclear after 24 hours:

Updated Information but No Feedback

You corrected your address, updated the deceased's name spelling, or changed other account details, clicked "Save," and then nothing obvious happened.

What you might see:

How to confirm your changes were saved:

Submitted a Request but No Response

You requested account closure, asked for fund transfer, or submitted some other request through the Sunset interface, but didn't receive immediate feedback about whether it was received.

What should happen:

What might happen instead:

How to confirm your request was received:

Why Confirmation Might Be Unclear

We're Working on Interface Improvements

Sunset is actively updating our user interface to provide clearer, more prominent confirmations at every step. During this transition:

Email confirmations are consistently sent even when on-screen confirmations aren't perfect, which is why checking your email is the most reliable way to confirm completion of any step.

Processing Happens in the Background

Many Sunset processes - verification, account searching, institution outreach - happen on our backend servers, not in real-time on your screen. This means:

Browser or Connection Issues Can Mask Confirmations

Sometimes technical factors prevent confirmation messages from displaying:

Even if you don't see the on-screen confirmation due to technical issues, the action typically still completed successfully on our servers, and you'll receive email confirmation.

What to Look for in Confirmation Emails

Sunset sends several types of confirmation emails throughout your journey:

Initial Setup Confirmations:

Document Receipt Confirmations:

Verification Status Updates:

Search Progress Updates:

Account Discovery Notifications:

Request Acknowledgments:

If you completed an action but haven't received the corresponding email within 24 hours, either:

How Long to Wait for Confirmation

Different actions have different expected confirmation timelines:

Immediate (within seconds to minutes):

Short delay (within hours):

Medium delay (1-3 business days):

Longer delay (varies, 1-6 weeks):

General rule: If an action feels like it should have immediate feedback (like uploading a file) but you see no on-screen confirmation, check your email within 24 hours for confirmation. If you see no email after 24 hours, reach out to support to confirm the action completed.

Troubleshooting Confirmation Issues

No Email Confirmation Received

If you completed an action but received no email:

On-Screen Confirmation Appeared Then Disappeared

Sometimes you see a success message briefly, then the page refreshes and you're not sure what happened:

What likely occurred:

How to confirm:

Completed Same Action Twice Due to Uncertainty

If you weren't sure whether something worked, you might have done it twice (uploaded the same document again, submitted the same information again, etc.).

Don't worry:

You don't need to contact us about duplicates unless you accidentally uploaded the wrong document the second time and want the first version used instead.

Dashboard Shows No Change After Completing Action

You uploaded a document or submitted information, but your dashboard looks exactly the same:

Likely explanations:

What to do:

Examples of Unclear Confirmation Scenarios

Example 1: Onboarding Completion

Sarah completed all onboarding steps - entered her father's information, uploaded his death certificate, and provided her relationship and authority. The final screen showed a basic dashboard with her father's name but no clear message about what happens next.

What Sarah should do:

Example 2: Document Upload

Michael uploaded his mother's death certificate. He saw a loading spinner for about 30 seconds, then the page returned to the upload screen with the upload button still visible. He's not sure if he should upload again.

What Michael should do:

Example 3: Information Update

Jennifer corrected her address in her profile, clicked "Save," and the page seemed to reload but showed no success message.

What Jennifer should do:

Example 4: Account Closure Request

David clicked "Request Closure" on a Chase Bank account, but after clicking, the page just returned to his dashboard with no obvious confirmation.

What David should do:

When in Doubt, Ask

The most important thing to remember: if you're unsure whether something worked, we're here to help clarify. It's always better to ask than to wonder or assume.

Email [email protected] with:

We'll check our system and give you a definitive answer about whether:

We're Improving Confirmation Clarity

We know that unclear confirmations create unnecessary anxiety during an already difficult time. We're actively working to:

Immediate improvements:

Ongoing improvements:

Until these improvements are fully rolled out, email confirmations remain your most reliable source of confirmation for completed actions.

Need Help?

If you're unsure whether you've completed a step, whether an action went through, what you should do next, or if you simply want confirmation that everything is proceeding normally, reply to any message from Sunset or email [email protected].

Include:

We'll review your account status and provide clear answers about where you stand and whether any action is needed from you.

Remember: During this period of interface updates, it's completely normal to be uncertain about confirmations. Don't hesitate to reach out - we'd rather confirm everything is fine than have you worry unnecessarily.