Technical Support Requests
Overview
While we strive to make Sunset as smooth and intuitive as possible, you may occasionally encounter technical issues, have questions about how something works, or need assistance with a specific feature. Our support team is here to help with any technical problems, account questions, or confusion about the platform.
Before reaching out for support, there are several basic troubleshooting steps that often resolve common issues quickly. If those don't work, we're ready to dive deeper into your specific situation and get you back on track.
Try Basic Troubleshooting First
Many technical issues can be resolved with simple troubleshooting steps that take just a few minutes. Before contacting support, try these basic fixes:
Refresh the Page
The simplest fix that works surprisingly often:
Press Ctrl+R (Windows) or Cmd+R (Mac)
Or click the refresh/reload button in your browser
Wait for the page to fully reload
Try your action again
When this helps:
Page appears frozen or outdated
Buttons aren't responding
Information doesn't seem current
Upload appears stuck
Log Out and Log Back In
Clears your session and often resolves state-related issues:
Click your profile or settings icon
Select "Log Out" or "Sign Out"
Close the browser tab completely
Wait 10-15 seconds
Open a new browser tab
Navigate to hellosunset.com
Log in with your credentials
Try your action again
When this helps:
Stuck in a loop returning to the same screen
Account information appears incorrect
Features seem unavailable that should be there
Getting unexpected error messages
Clear Browser Cache
Removes stored data that might be causing conflicts:
Chrome:
Settings → Privacy and Security → Clear Browsing Data
Select "Cached images and files" and "Cookies and other site data"
Choose "All time" for time range
Click "Clear data"
Restart browser and try again
Safari:
Preferences → Privacy → Manage Website Data
Click "Remove All"
Confirm removal
Quit and reopen Safari
Firefox:
Options → Privacy & Security → Cookies and Site Data
Click "Clear Data"
Check both boxes
Click "Clear"
Restart Firefox
When this helps:
Page displays incorrectly or looks broken
Old information persists even after updates
Features work on other devices but not this one
Getting strange visual glitches
Try a Different Browser
Tests whether the issue is browser-specific:
If using Chrome, try Safari or Firefox
If using Safari, try Chrome
If using Edge, try Chrome or Firefox
When this helps:
Issue persists after clearing cache
Browser extensions might be interfering
Your current browser may have a compatibility issue
Try Incognito or Private Mode
Opens a fresh session without extensions or cache:
Chrome: Ctrl+Shift+N (Windows) or Cmd+Shift+N (Mac) Safari: File → New Private Window Firefox: Ctrl+Shift+P (Windows) or Cmd+Shift+P (Mac)
Then navigate to hellosunset.com and log in.
When this helps:
Determining if browser extensions are causing problems
Testing if cache is the issue without clearing everything
Quick way to see the "clean" version of the site
Restart Your Device
Sometimes a full restart resolves underlying issues:
Save any work in other applications
Completely shut down your device (not just sleep)
Wait 30 seconds
Power back on
Try Sunset again
When this helps:
Multiple applications are having issues
Device has been running for days without restart
Memory or resource constraints might be causing problems
Check Your Internet Connection
Verify you have stable connectivity:
Try loading other websites to confirm internet is working
If on WiFi, try switching to cellular data (or vice versa)
Move closer to your WiFi router if signal is weak
Restart your router if other sites are also slow
When this helps:
Pages load very slowly or time out
Uploads fail repeatedly
Getting connection error messages
When to Contact Technical Support
If basic troubleshooting doesn't resolve your issue, or if you have questions that aren't covered in our help articles, it's time to reach out to our support team.
Contact support when:
Technical issues persist: You've tried the basic steps above and the problem continues
Something is clearly broken: Error messages appear, features don't work, or the site behaves unexpectedly
You need account-specific help: Questions about your verification status, search progress, or specific findings
You're confused about how something works: Uncertain about a process or feature
You want to report a bug: Noticed something that seems wrong or inconsistent
You need help with a time-sensitive matter: Approaching a deadline and encountering obstacles
You have questions about your specific situation: Unique circumstances that may require personalized guidance
How to Submit a Support Request
You have two primary ways to contact our technical support team:
Option 1: Email Support (Recommended for Most Issues)
Send an email to: [email protected]
This is best for:
Non-urgent issues where a response within 24 hours is acceptable
Complex problems that need detailed explanation
Issues where you can provide screenshots or attachments
Questions that benefit from written responses you can refer back to
Response time: Usually within 24 hours, often much faster for urgent issues
Option 2: Submit a Bug Report Through the Platform
If available in your account:
Look for a "Report a Problem" or "Submit Bug Report" button
Fill out the form with details about the issue
Include any relevant screenshots
Submit the report
This is best for:
Clear technical bugs you want logged in our system
When you're already logged in and can easily provide context
Issues that are immediately reproducible
The support team receives these reports and will respond via email.
Best Practices for Support Requests
The more information you provide in your initial support request, the faster we can diagnose and resolve your issue. Here's how to craft an effective support request:
Include a Clear Subject Line
Good examples:
"Unable to upload death certificate - file appears too large"
"Verification failing despite correct information"
"Page freezes when clicking on Chase Bank account"
"Question about search timeline and status"
Poor examples:
"Help!"
"Not working"
"Question"
"Problem with Sunset"
The specific subject line helps our team prioritize and route your request to the right person.
Describe the Problem Specifically
Instead of: "The site isn't working."
Try: "When I click the 'Upload Death Certificate' button, a loading spinner appears for about 5 seconds, then the page returns to the dashboard with no confirmation that anything uploaded. This has happened three times today."
Include these details:
What you were trying to do: "I was attempting to upload my father's death certificate"
What happened instead: "The page froze and a gray overlay appeared"
What you expected to happen: "I expected to see an upload confirmation message"
How many times it occurred: "This has happened four times over the past two days"
Specify When It Happened
Include:
Date: "This occurred on November 6th, 2025"
Approximate time: "Around 2:30 PM Mountain Time"
If it's ongoing: "This has been happening repeatedly since yesterday"
This helps us check server logs and identify any system-wide issues that occurred at that time.
Identify Your Device and Browser
Include:
Device: "iPhone 13" or "Windows laptop" or "MacBook Pro"
Browser: "Safari" or "Chrome version 119" or "Firefox"
Operating system: "iOS 17" or "Windows 11" or "macOS Sonoma"
Example: "I'm using Chrome on a Windows 10 laptop"
Why this matters: Some issues are specific to certain browser/device combinations, and knowing this upfront saves time in troubleshooting.
List What You've Already Tried
This prevents us from suggesting solutions you've already attempted:
Example: "I've already tried:
Refreshing the page
Logging out and back in
Clearing my browser cache
Using Incognito mode
Trying on my phone instead of computer
The issue persists across all of these attempts."
This tells us the issue is more complex and helps us skip basic troubleshooting.
The Importance of Screenshots
Screenshots are incredibly valuable for technical support. A picture truly is worth a thousand words when diagnosing technical issues.
When to include screenshots:
Always include screenshots for:
Error messages (capture the full message and any error codes)
Pages that display incorrectly (show what you're seeing vs. what you expected)
Buttons or features that don't work (circle or highlight the problematic element)
Verification issues (show the information fields, but redact sensitive data like full SSN)
Upload problems (show where the process gets stuck)
How to take effective screenshots:
On Windows:
Press Windows + Shift + S to open snipping tool
Select the area you want to capture
Screenshot saves to clipboard - paste into email with Ctrl+V
Or use Windows + PrintScreen to capture full screen
On Mac:
Press Cmd + Shift + 4 to select an area
Or Cmd + Shift + 3 to capture full screen
Screenshot saves to desktop
Attach to email
On iPhone:
Press Side Button + Volume Up simultaneously
Screenshot appears in bottom corner - tap to edit if needed
Save to Photos, then attach to email
On Android:
Usually Power + Volume Down simultaneously
Or use gesture (swipe with three fingers on some devices)
Find in Gallery or Photos app
What to capture in your screenshot:
For error messages:
Capture the entire error message, including any error codes
Include the surrounding context (what page you were on)
If possible, include the browser address bar showing the URL
For display issues:
Capture the full page or the specific area that looks wrong
If it's a comparison issue ("this used to look different"), describe what changed
Include enough context to show what page you're on
For functional issues:
Capture the button or feature that isn't working
Add an arrow or circle (using editing tools) to highlight the exact element
Include any status messages or indicators nearby
Privacy considerations when taking screenshots:
Redact sensitive information:
Full Social Security Numbers (you can leave last 4 digits visible if relevant)
Full bank account numbers
Credit card numbers
Full addresses (street name is usually sufficient for support purposes)
Phone numbers (unless the issue is specifically about a phone number field)
It's okay to show:
Names (yours and the deceased's - we need this to identify your account)
Dates of birth and death
City and state
Email addresses
General account information
Use your phone's or computer's built-in editing tools to blur or draw boxes over sensitive information before sending.
Examples of Effective Support Requests
Example 1: Technical Issue with Upload
Subject: Death certificate upload fails at 50% - PDF file
Body: "Hi Sunset support team,
I'm trying to upload my mother's death certificate (Margaret Ann Chen, DOB 3/15/1951, DOD 10/12/2024) but the upload keeps failing.
What happens: I select the PDF file (named 'death-certificate-chen.pdf', file size 3.2 MB), click upload, and a progress bar appears. It reaches about 50% and then freezes. After about two minutes, I get an error message saying 'Upload failed - please try again.'
I've tried:
Uploading four times over the past two days (most recently today, November 6th around 3 PM)
Refreshing the page between attempts
Logging out and back in
Using Incognito mode
Reducing the file size to 2.1 MB (still failed)
Device: MacBook Pro, macOS Ventura 13.4 Browser: Chrome version 119
I've attached two screenshots: one showing the progress bar stuck at 50%, and one showing the error message.
Can you help me get this uploaded? Please let me know if you need me to email the file directly instead.
Thank you, [Your name]"
Why this is effective:
Clear subject line
Specific description of the problem
Included relevant details (file name, size, deceased's name)
Listed troubleshooting already attempted
Provided device and browser information
Included screenshots
Offered alternative solution (emailing file)
Example 2: Verification Question
Subject: Verification failing - name spelling question
Body: "Hi,
My verification keeps failing for my father's account. I think it might be a name issue, but I'm not sure how to fix it.
His death certificate shows his name as 'Robert James Peterson Jr.' but I initially entered it as 'Robert Peterson' in my Sunset account. I've since updated it to match the certificate exactly, including the 'Jr.' suffix, but verification still fails.
The error message says 'Unable to verify deceased information - please check name and date of birth.'
I've triple-checked that:
Name now matches the certificate exactly: Robert James Peterson Jr.
Date of birth matches: 04/15/1952
Social Security Number is correct (I verified against his SS card)
Last address matches what was on his recent mail
Is there something else I should check? Or does the system take time to process the updated name before retrying verification?
This is time-sensitive as I need to submit probate documents by November 30th.
Device: iPhone 13, Safari Issue started: November 4th, still occurring as of this morning (November 6th)
Screenshot attached showing the verification error message.
Thank you for your help, [Your name]"
Why this is effective:
Clear description of the issue
Shows exactly what was corrected
Lists what has been verified as correct
Asks specific questions
Mentions time sensitivity (helps with prioritization)
Includes device and browser
Provides timeline
Example 3: General Question
Subject: Question about search timeline and what happens next
Body: "Hi Sunset team,
I completed onboarding and uploaded my husband's death certificate on October 28th. I received an email on November 1st saying 'Verification Complete - Search Starting.'
Since then, I haven't received any updates and my dashboard just shows 'Search in Progress.'
Questions:
Is this normal? How long does the search typically take?
Will I be notified when accounts are found, or do I need to check my dashboard regularly?
Is there anything I should be doing on my end while the search is running?
I'm not concerned that anything is wrong - I just want to make sure I understand the process and timeline so I know what to expect.
Thank you, [Your name]
P.S. I'm managing the estate for Michael Patterson, DOB 7/22/1968, DOD 10/15/2024, in case you need to look up my account."
Why this is effective:
Clear subject line indicating it's a question, not an urgent problem
Provides context and timeline
Asks specific, numbered questions
Sets expectations (not complaining, just wants information)
Includes identifying information to help support locate the account
What to Expect After Submitting a Support Request
Once you've submitted a support request:
Confirmation: You should receive an automated confirmation that your email was received, usually within minutes. If you don't see this, check your spam folder.
Initial Response: Our support team typically responds within 24 hours, often much faster for urgent issues or simple questions.
For critical issues blocking your progress, mark your email as "URGENT" in the subject line and we'll prioritize it.
Resolution: Depending on the complexity:
Simple questions or clarifications: Usually resolved in 1-2 email exchanges
Technical bugs: May take 1-3 days to investigate and fix
Account-specific issues: Often resolved within 24-48 hours
Complex problems: May require back-and-forth communication to diagnose
Follow-up: We may ask clarifying questions or request additional screenshots to better understand the issue. Responding quickly to these requests helps us resolve your issue faster.
Types of Support We Provide
Our technical support team can help with:
Account and Login Issues:
Can't log in or forgot password
Account appears locked
Email address needs to be updated
Two-factor authentication problems
Document Upload Problems:
Upload fails or freezes
File size or format issues
Unclear if document was received
Need to replace a document
Verification Issues:
Verification failing despite correct information
Questions about what information is needed
Help updating information for verification
Understanding verification error messages
Search Status Questions:
Timeline and what to expect
Understanding current status
Haven't received expected updates
Questions about discovered accounts
Technical Bugs:
Pages not loading correctly
Buttons not working
Error messages appearing
Features behaving unexpectedly
Feature Questions:
How to use a specific feature
Where to find certain information
Understanding what options are available
Guidance on next steps
Account Closure and Transfer:
How to request account closures
Status of pending closures
Questions about fund transfers
Issues with specific institutions
What Support Cannot Help With
Our technical support team focuses on platform functionality and your Sunset account. We cannot provide:
Legal advice: We're not attorneys and can't advise on legal matters, probate procedures, or estate law. Consult with an estate attorney for legal guidance.
Financial advice: We can't recommend investment strategies or advise on financial decisions. Consult a financial advisor for these questions.
Tax guidance: We can't provide tax advice or guidance. Consult a CPA or tax professional.
Institution-specific policies: We can help facilitate communication with financial institutions, but can't override their internal policies or requirements.
Guaranteed timelines from third parties: We can't control how quickly financial institutions respond or process requests.
Response Time Expectations
Standard support requests: Within 24 hours Urgent issues: Within 4-8 hours (mark subject line as URGENT) Simple questions: Often within 1-2 hours during business hours Complex technical issues: Initial response within 24 hours, resolution may take 1-3 days
Business hours: Monday-Friday, 9 AM - 6 PM Eastern Time (some coverage on weekends)
Tips for Faster Resolution
Be specific and detailed in your first email - reduces back-and-forth
Include screenshots - helps us see exactly what you're seeing
List what you've already tried - prevents suggesting solutions you've attempted
Respond promptly to our follow-up questions
Use a descriptive subject line - helps us route and prioritize appropriately
Include your account identifiers (your name and deceased's name) - helps us locate your account quickly
Following Up on an Existing Request
If you've already contacted support and need to follow up:
Reply to the original email thread rather than starting a new email. This keeps all communication in one place and gives our team full context.
If you haven't heard back within the expected timeframe:
Check your spam folder
Wait at least 24 hours for non-urgent issues
For urgent issues, reply to your original email with "Following up - urgent" in the subject
Need Help?
For any technical issues, questions about your account, confusion about the platform, or problems you can't resolve with basic troubleshooting, email [email protected].
Our team is here to help you successfully navigate the estate settlement process, and we're committed to resolving any technical obstacles quickly so you can focus on what matters.