How to Create an Online Memorial - Help Centre

Question 1

How do I create a memorial?

Accepted Answer

Creating your first memorial page is simple. Follow these steps:1. Click Create Memorial – Start from the homepage by clicking the "Create Memorial" button.2. Choose a plan – Select the subscription tier that best fits your needs.3. Enter initial details – Provide basic information about the memorial and consent to our policies.4. Complete payment – You'll be redirected to Stripe's secure checkout to complete your subscription.5. Create your memorial – After payment, you'll be taken to your Account page where you can create your memorial page(s).Note: Sign-in is automatic – you don't need to create an account separately. Your account is created during checkout.

Question 2

How do I create an account?

Accepted Answer

Creating an account on Light the Way is quick and simple:Visit the Light the Way website and click Sign Up.Enter your email address and choose a password, or sign up using your Google account.Verify your email address by clicking the link sent to your inbox.Once verified, you can start creating your first memorial page.After signing up, you will be on the free plan. You can upgrade to a paid subscription at any time to unlock additional features such as more storage, background music, and advanced customisation options.

Question 3

How does the free trial work?

Accepted Answer

What is the free trial?We offer a 2-day free trial on the Remembrance plan so you can explore the platform and start setting up your memorial before committing. Your card details are required at sign-up to ensure a seamless experience, but you will not be charged during the trial period.Will I be charged during the trial?No. Your card is authorised but not charged until the trial ends. If you keep your subscription after the trial, your card will be automatically charged at the plan rate you selected.What happens after the trial ends?After 2 days, your subscription begins automatically and your card will be charged. You will receive an email when your trial starts confirming when it will convert.What happens if I cancel during the trial?If you cancel during the trial, you will not be charged. Your memorial, content, and account will be preserved for 5 days after cancellation. After that, your data will be permanently deleted. If you change your mind within those 5 days, you can subscribe and your content will be restored.Can I get another free trial?No. The free trial is available once per customer. If you have previously used a trial, any new subscription will begin with immediate billing.

Question 4

How do I control who can see my memorial page?

Accepted Answer

Each memorial has a unique secure URL. Only people with the link can access the memorial. You control who receives the invitation link. Memorials are not indexed by search engines and are not listed in public directories. By default, the memorial is private, and only those you invite can access it. You can change the memorial's custom URL anytime if needed, and any previously shared links will automatically redirect to the new URL.

Question 5

What features does Left This World offer?

Accepted Answer

Left This World is a digital memorial platform that helps you create a lasting, personal tribute to someone you've lost. Here's an overview of what you can do.Create a Memorial Page — Set up a dedicated page with your loved one's name, dates, a profile photo, and a short tribute message. You can choose from a range of background images to set the right tone for the page.Write a Biography — Tell their life story in your own words. Add details about their achievements, interests, and family connections. If you'd like some help getting started, our AI biography assistant can create a draft based on the details you provide.Photo and Video Gallery — Upload photos and videos to create a visual collection of memories. Add captions, rearrange the order, and view them as a slideshow. Guests can also browse the gallery and view media in a full-screen lightbox.Guest Book — The guest book is where family and friends come together. Guests can post written messages, share photos and videos with their posts, and embed YouTube videos. Everyone can like posts and leave comments, creating a shared space for memories and support.AI Writing Assistance — Our AI tools are there to help when the right words are hard to find. The biography assistant helps you write a life story, the eulogy writer helps you prepare a speech for the service, and condolence message suggestions give guests a gentle starting point when they're not sure what to say.Service Details and Calendar — Add details for a funeral, memorial service, or celebration of life — including the date, time, location, parking information, dress code, and any other practical details. Guests can download a calendar file (.ics) or add the event directly to Google Calendar.Family Tree — Build an interactive family tree showing parents, children, siblings, and spouses. Add names, photos, dates, and short descriptions for each family member. Guests can explore the tree to understand the family connections.Background Music — Choose tracks from our music library and build a playlist that plays softly when guests visit the memorial page. You can select which tracks to include, set the order, and preview them before saving.Privacy and Guest Management — You decide who can see your memorial. Invite guests by sharing a link, and manage their access at any time. You can also choose which sections of the memorial — biography, gallery, service details, family tree — are visible to visitors.Content Moderation — As the memorial owner, you have full control over what appears on the page. You can review posts and comments, remove anything inappropriate, and manage content reports. Guests can also flag content that they feel isn't appropriate.Custom URL and Sharing — Give your memorial a personalised web address that's easy to remember and share. Copy a shareable link to send to family and friends so they can visit the page directly.Collaborators — Invite trusted family members to help manage the memorial alongside you. Collaborators can help with content, moderation, and keeping the page up to date.YouTube Video Embeds — Guests can embed YouTube videos directly into their guest book posts — whether it's a favourite song, a video tribute, or a recording of a special moment.Email Notifications — Stay informed about activity on your memorial. Receive notifications when guests post messages or when new content is added, and manage your notification preferences from your account settings.Every memorial is different, and you don't have to use every feature — just the ones that feel right. For a detailed comparison of what's included in each plan, visit our pricing page.

Question 6

What are the different subscription plans available?

Accepted Answer

We offer two subscription plans to honour your loved one:Remembrance Plan: Create 1 memorial page with 25 photos and 3 videos in the gallery, and up to 50 guests per memorial.Legacy Plan: Create up to 3 memorial pages with 100 photos and 10 videos per gallery, and up to 60 guests per memorial. Includes everything in the Remembrance Plan with increased capacity.Both plans include professional memorial websites with guest books, photo and video galleries, interactive features (candle lighting, memory sharing), custom URLs and page styling, content moderation and privacy tools, data export capabilities, and secure hosting.

Question 7

How do I use the background music player on a memorial page?

Accepted Answer

Memorial pages can include background music that plays as visitors browse. Here's how to use the music player:On desktop, you'll see a floating music player in the bottom-right corner with controls to play/pause, skip to the previous or next track (if multiple tracks are available), and mute/unmute the audio.On mobile, tap the music icon in the top-right corner to open the music panel. This shows the currently playing track title and provides Play, Previous, Next, and Mute controls.The music will continue playing as you navigate between different sections of the memorial. If you'd prefer silence, simply click the mute button or pause the music.Note: Background music is configured by the memorial administrator and may not be available on all memorial pages.

Question 8

How do I add service details to my calendar?

Accepted Answer

Memorial pages with service information include an 'Add to Calendar' button. When you click this button, you can either download a calendar file (.ics) that works with Apple Calendar, Outlook, and other calendar apps, or add the event directly to Google Calendar. The button appears on the Service Details section of the memorial page when the service date and time have been configured by the page administrator. The calendar event will include the service date, time, location, and any notes that were added.

Question 9

How do I like posts and comments?

Accepted Answer

To show appreciation for a post or comment, select the candle icon beneath it. This lights a virtual candle as your reaction, and the total number of candle reactions is displayed on the post. If you change your mind, simply select the candle icon again to remove your reaction. Both guests and memorial owners can react with candles, helping to highlight meaningful contributions to the memorial.

Question 10

How do I access my billing information and invoices?

Accepted Answer

To access your billing information and invoices, go to Account Settings and click on Manage Subscription. This will open the Stripe Customer Portal where you can view your billing history, download invoices, see payment methods, update billing information, and view upcoming charges. All billing is handled securely through Stripe.

Question 11

How do I moderate or delete inappropriate posts?

Accepted Answer

Deleting Your Own PostsIf you've created a post on a memorial page:Find your post on the memorial pageClick the three dots (⋮) in the top right corner of your postSelect "Delete" from the menuConfirm the deletion when promptedImportant: Deletion is permanent and cannot be undone. Posts can only be deleted within 24 hours of creation. After this time, posts become permanent.Reporting Inappropriate PostsIf you see a post that violates community guidelines:Click the three dots (⋮) in the top right corner of the postSelect "Report" from the menuConfirm the report when promptedThe report will be sent to the memorial page administrator for review. They can view all reported content in the Reports section of their account settings.For Memorial Admins: Reviewing ReportsIf you're the administrator of a memorial page:Go to your Account SettingsNavigate to the Reports sectionReview reported posts and take appropriate actionMark reports as Resolved or Dismissed based on your review

Question 12

How do I manage my privacy settings?

Accepted Answer

Your privacy settings are in Account Settings under "Privacy & Email Consent".What you can do:Email preferences – Choose whether to receive marketing emails (security and account emails are always sent)Review policies – See when you last accepted our Privacy Policy and Terms of Service, with links to read them in fullConsent changes:If you need to withdraw consent for our policies, you can do so in Account Settings. Note that withdrawing consent will pause your account and set your memorial pages to private until you re-accept.Memorial page privacy:Memorial pages are private by default – only people with the invite link can view them. You can copy your memorial's invite link from Account Settings under "Memorial Pages".

Question 13

How do I organise my photo and video gallery?

Accepted Answer

To manage your gallery, go to the Gallery tab on your memorial page. As an admin, you can upload photos and videos in the Media Gallery Management section.Reordering Photos and VideosYou can change the display order of items in two ways:Grid View: Hover over a photo to reveal the arrow buttons, then click the arrows to move the item left or right. Your changes are saved automatically after a short pause.List View: Use the up and down arrow buttons beside each item to move it, then click Save Order to confirm and apply your changes.Bulk Actions and CaptionsEach photo or video has a checkbox so you can select multiple items.Use Select All or Deselect All to manage your selection quickly.Click Delete to remove all selected items at once.To add or edit a caption, click the caption icon on any photo or video.You can also delete individual items from the lightbox view while viewing them enlarged.

Question 14

How do I withdraw my consent for data processing?

Accepted Answer

To withdraw your consent for data processing, go to Account Settings and find the Privacy and Consent section. Review your current consent status and click 'Withdraw Consent' for specific items. Confirm your choice. Please note that withdrawing consent may disable your account, make memorial pages inactive, or limit service functionality. You can re-consent at any time to restore full functionality.

Question 15

How do I update my payment method?

Accepted Answer

To update your payment method, go to Account Settings and click on Manage Subscription. In the Stripe Customer Portal, click on Payment Methods. Add your new payment method and set it as the default. You can remove old methods if desired. Your subscription will automatically use the new default payment method for future charges.

Question 16

What happens when I reach my storage limit?

Accepted Answer

When you reach your plan's photo or video limit, you'll see a notification and won't be able to upload additional media of that type. Your existing content remains fully accessible. You can either delete some existing media to make room, upgrade to a higher plan with increased limits, or contact us if you need assistance managing your media.

Question 17

How do I report inappropriate content?

Accepted Answer

To report inappropriate content, locate the content you wish to report. Click on the three dots menu or the 'Report' button. Select the reason for reporting and add any additional details. Submit your report. You can also report through Account Settings > Reports section, contact support directly, or use memorial admin tools if you own a memorial. We review all reports and take appropriate action to maintain a respectful environment.

Question 18

What happens during the grace period when I downgrade?

Accepted Answer

During the grace period after you downgrade, you will retain access to premium features until the end of your current billing cycle. Content that exceeds the limits of your new plan will be identified, and you will receive warnings about the affected content. You have the ability to delete excess content during this period. If no action is taken, the oldest content exceeding the new plan limits will be automatically removed once the grace period ends.

Question 19

How do I delete photos or videos to free up gallery capacity?

Accepted Answer

To delete photos or videos and free up space, go to your Photo Gallery. Select the photos or videos you wish to delete, then click the Delete or trash icon. Confirm the deletion to free up storage space immediately. You can also bulk delete multiple items by enabling selection mode, checking multiple items, clicking Delete Selected, and confirming the bulk deletion. Note that deleted media cannot be recovered, so download any important files first.

Question 20

Why am I getting quota limit warnings?

Accepted Answer

Quota limit warnings appear when you are approaching or exceeding the limits of your current plan. Here are the common types of limits:Gallery Media Quota: Your memorial gallery has limits on photos and videos. Remembrance plan allows 25 photos and 3 videos; Legacy plan allows 100 photos and 10 videos per memorial. Delete older media or upgrade your plan to add more.Guest Access Quota: Each memorial page has a limit on the number of guests who can access it. Remembrance plan allows 50 guests per memorial; Legacy plan allows 60 guests per memorial. Remove inactive guests or upgrade to allow more access.Memorial Page Quota: The Remembrance plan allows 1 memorial page, while the Legacy plan allows up to 3 memorial pages. Delete unused memorials if you're at your limit.Grace Period Warnings: When downgrading plans, you enter a grace period to remove excess content. These warnings show which memorial pages or media will be automatically removed if you don't take action. Upgrade your plan to keep all content.Check your account dashboard to see your current usage against these limits.

Question 21

How do I create a custom URL for my memorial?

Accepted Answer

To create a custom URL for your memorial, go to the memorial settings. Find the 'Custom URL' field, enter your desired URL, check its availability, and save the changes. The format will be: leftthis.world/memorial/memorial-id/your-custom-url.

Question 22

How secure is my memorial data?

Accepted Answer

We take the security of your memorial data seriously. Here is how we protect it:Encrypted connections — All data transmitted between your browser and our servers is protected using HTTPS/TLS encryption, the same standard used across modern websites.Secure cloud storage — Your memorial content is hosted on Supabase, a trusted cloud platform with enterprise-grade infrastructure and regular backups.Access controls — We use row-level security policies to ensure that only authorised users can view or modify memorial content. Guest access is scoped to the specific memorial they were invited to.GDPR compliance — We comply with GDPR and other data protection regulations, giving you control over your personal data including the right to export or delete it.Regular updates — Our platform is regularly updated to address security best practices and emerging threats.Your memorial data is stored securely with automated backups to protect against data loss.

Question 23

How do I use the photo slideshow?

Accepted Answer

The photo slideshow lets you view your gallery photos in an automatic, full-screen presentation.Setting Up the SlideshowOpen the Gallery tab on the memorial page.In Gallery Management, adjust the slideshow settings:Enable or disable the slideshow feature.Set the speed: choose how long each photo displays (from 3 to 60 seconds).Toggle Slide Fade: turn on a gentle zoom-and-fade transition effect between photos.Viewing the SlideshowOpen a photo in the gallery lightbox and click the play button to start the slideshow.During playback:Controls auto-hide after 2 seconds for an immersive experience. Move your mouse or tap the screen to reveal them again.Use the previous and next buttons to manually skip between photos.Enter fullscreen mode for a distraction-free viewing experience.On mobile, swipe left or right to navigate between photos.Note: The slideshow displays photos only and will automatically skip any videos in your gallery.

Question 24

What should I do if I can't sign in?

Accepted Answer

If you're having trouble signing in, try the following troubleshooting steps based on your sign-in method:Identify Your Sign-In MethodGoogle OAuth: If you originally signed up using your Google account, use the "Continue with Google" button.Magic Link: If you originally signed up with your email address (without Google), you'll receive a sign-in link via email.Google OAuth TroubleshootingEnsure you're using the correct Google account that you originally registered with.Try signing out of all Google accounts first, then sign in to the correct one.Clear your browser cookies and cache, then try again.If Google OAuth continues to fail, try using the Magic Link option instead (enter your email address to receive a sign-in link).Magic Link TroubleshootingCheck your email inbox for the sign-in link (sent from noreply@leftthisworld.com).Check your spam or junk folder if you don't see the email within a few minutes.Magic links expire after 15 minutes - request a new link if yours has expired.Ensure you're using the same email address that you registered with.If Magic Link continues to fail, try Google OAuth instead if your account is linked to a Google account.Browser IssuesEnsure JavaScript and cookies are enabled in your browser settings.Temporarily disable ad blockers or browser extensions that might interfere with authentication.Try using private/incognito mode to rule out browser cache or cookie issues.Try a different browser (Chrome, Firefox, Safari, or Edge).Account & Technical IssuesCheck your internet connection is stable.Verify your subscription is active (expired subscriptions may limit access).Try signing in from a different device to isolate the issue.If problems persist, contact our support team with details about any error messages or specific issues you're experiencing.

Question 25

What's the difference between Draft and Live status?

Accepted Answer

Draft Status:Private: Only you can see the content.Unlimited Edits: Make as many changes as you need.No Guest Access: Visitors cannot view the content.Live Status:Accessible via Share Link: Share with others easily.Visible to Visitors: Anyone with the link can view the content.Still Editable: Continue to make changes even when live.Active Guest Book: Visitors can leave comments or feedback.

Question 26

How do I download my data?

Accepted Answer

How to download your dataGo to Account Settings and find the Data Management section. Look for the Data Export card and click the Request Data Export button.What is includedYour personal profile, each memorial's details and life story, guest book posts, service details, family tree members, and your media files as download links that stay valid for 30 days. Please save photographs and videos promptly after requesting the export.The export is a CSV file (a machine-readable spreadsheet), which satisfies the right to data portability under GDPR Article 20. Billing invoices are not part of the export; they are available any time from the billing portal in your account.To save individual photographs, videos or the guest book without a full export, use the Downloads page in your account instead.

Question 27

How do I manage service details and biography information?

Accepted Answer

Accessing the Configuration PagesTo manage service details and biography information, you'll edit them through your Account page. When you view these sections on your memorial as an admin and they don't have content yet, you'll see a "Configure Now" button that takes you directly to the right editing page.Managing Service DetailsService details include information to help guests plan their attendance:Date and Time: When the memorial service will be heldLocation and Address: Where the service will take placeParking Information: Details about where guests can parkReception Details: Information about any reception following the serviceDress Code: Guidance on appropriate attireAdditional Information: Any other important details for guestsYou can also choose whether to display service details on the biography page in addition to the dedicated service details section.Managing Biography InformationBiography information helps visitors learn about your loved one's life:Life Story: A narrative about their life, experiences, and characterAchievements: Notable accomplishments and milestonesInterests: Hobbies, passions, and favourite activitiesFamily Members: Names and relationships of important family members

Question 28

How do I manage guest access and permissions?

Accepted Answer

Viewing Guest CountYou can monitor how many guests have accessed your memorial page:Go to Account SettingsFind the Memorial Pages sectionClick to expand the memorial page cardView the guest count display showing current guests vs. plan limit (e.g., "50 / 50 guests" or "60 / 60 guests")Note: Guest limits are per memorial page, not shared across multiple memorials.Controlling Guest AccessThe main way to control guest access is through publishing and unpublishing your memorial:Published memorials: Guests with your invite code can view the memorial, post to the guest book, like posts, and upload photos to their posts.Unpublished memorials: Guests cannot see the guest book, photos, or post comments until you publish the memorial from your account page.Guest Invite CodesGuests access your memorial using an invite code. When they use the code, they provide their name and email, accept the privacy policy and terms, and confirm they are 18 or older. Each guest who accesses your memorial counts towards your plan's guest limit.

Question 29

How do I control what sections are visible to guests?

Accepted Answer

How Section Visibility WorksSection visibility is automatically controlled based on whether content exists. You don't manually toggle sections on or off - the system automatically shows or hides sections for guests depending on whether you've added content to them.Available Memorial SectionsBiography: Automatically appears in navigation for guests only when you've added biography content. Admins always see this with an "Awaiting Info" badge if no content exists yet.Guest Book: Always visible in navigation. This is the main memorial page where guests can post memories and condolences.Photo Gallery: Automatically appears in navigation for guests only when you've uploaded photos. Admins always see this with an "Awaiting Media" badge if no photos exist yet.Service Details: Automatically appears in navigation for guests only when you've added service information. Admins always see this with an "Awaiting Info" badge if no content exists yet.Admin vs Guest ViewAs the memorial creator: You always see all available sections in the navigation, even if they don't have content yet. Sections without content show an "Awaiting Info" or "Awaiting Media" badge to remind you to add content.Guests see: Only sections that have content. Empty sections are automatically hidden from their navigation menu, creating a cleaner experience.Important: To control what guests see, simply add or remove content from sections. There are no separate visibility toggle settings.

Question 30

How do I delete my account?

Accepted Answer

Important: Account deletion is permanent and cannot be undone. We recommend downloading your data before proceeding.Deletion StepsDownload your data (optional): Go to Account Settings → Data Management → Download Data to save a copy of your contentCancel active subscriptions: You must cancel any active subscriptions before deletion (subscriptions with pending cancellation are allowed)Go to Account SettingsScroll to the Delete Account sectionRead the warning and check the confirmation boxClick the "Delete Account" buttonYou'll receive a confirmation email once deletion is completeNote: The delete button will be disabled if you have an active subscription that hasn't been cancelled.

Question 31

What are the limits for each subscription plan?

Accepted Answer

Each plan includes different capacity limits:Remembrance Plan:Memorial websites: 1Guests per memorial: 50Gallery photos: 25Gallery videos: 3Photos per post: 3Videos per post: 1Gallery video size: Up to 50MBGallery video duration: Up to 3 minutesPost video size: Up to 25MBPost video duration: Up to 2 minutesYouTube embed supportLegacy Plan:Memorial websites: Up to 3Guests per memorial: 60Gallery photos: 100Gallery videos: 10Photos per post: 5Videos per post: 2Gallery video size: Up to 100MBGallery video duration: Up to 5 minutesPost video size: Up to 50MBPost video duration: Up to 3 minutesYouTube embed supportAll plans include core memorial features, photo galleries, guest books, and secure hosting.

Question 32

How do I use the guided tour and setup checklist?

Accepted Answer

Left This World includes two tools to help you get the most out of your memorial page: a guided tour and a setup checklist.Guided TourClick the Take a Tour button (or Tour on mobile) at the top of the Memorial Pages section.The tour walks you step by step through every feature on your memorial — from adding a name and photo to publishing your page.You can move forward and backward through the steps, and the tour loops continuously so you can revisit any step.Close the tour at any time by pressing the X button or the Escape key.The tour is available to both memorial owners and collaborators. Some steps (like the Eulogy Writer and guest management) are only shown to memorial owners.Setup ChecklistClick the Setup Checklist button on your memorial card.You'll see a progress tracker with key setup tasks:Add their name and datesUpload a profile photoChoose a backgroundWrite their life storyAdd service informationAdd photos to the galleryInvite family and friendsCompleted steps are marked with a tick.Click any incomplete step to jump straight to that task.The checklist is available to both memorial owners and collaborators.Tip: Use the checklist to make sure you haven't missed anything before publishing your memorial.

Question 33

What happens to my memorial pages if I cancel my subscription?

Accepted Answer

If you cancel your subscription, your memorial pages will be temporarily hidden but not immediately deleted. During this period, guests will not be able to access the memorial. Your content remains safely stored for 30 days, giving you time to resubscribe if needed. If you resubscribe within this window, all content and settings will be fully restored. After 30 days without an active subscription, memorial pages and their content are permanently removed and cannot be recovered. We recommend downloading any important content before cancelling if you do not plan to resubscribe.

Question 34

What can guests do on a memorial page?

Accepted Answer

Guests who receive an invitation link to a memorial can:View the MemorialBrowse all published memorial content including the photo gallery, guest book, and service detailsRead guest book posts and comments from other visitorsContribute to the MemorialCreate guest book posts with text, photos, videos, or embedded YouTube links (if the memorial owner has enabled guest posting)Use AI-powered condolence message suggestions to help find the right wordsComment on existing guest book postsReport inappropriate content to the memorial ownerManage Your Own ContentEdit or delete your own posts and comments within 24 hours of creationWhat Guests Cannot DoEdit or delete the memorial page itselfChange memorial settings or privacy optionsAdd photos directly to the main photo gallery (only memorial owners can do this)Invite other guests or manage accessAccess subscription or billing informationGuests have a focused experience designed for sharing memories and paying respects, while memorial management remains with the page owner.

Question 35

How do I manage my email notification preferences?

Accepted Answer

You can manage your email preferences from your Account Settings page.Marketing Emails (Optional)You can choose whether to receive promotional emails including newsletters, feature updates, tips, and special offers. To change this setting:Go to Account SettingsFind the Email Preferences sectionCheck or uncheck the Marketing & Promotions optionYour preference is saved automaticallyEssential Emails (Required)Certain emails cannot be disabled as they are necessary for your account security and service delivery:Subscription communications: Billing confirmations and cancellation noticesSecurity alerts: Important security notifications about your accountService updates: Critical changes to our terms or privacy policyThese essential emails ensure you stay informed about important account matters and legal requirements.Note for guests: Guest users do not receive marketing emails. Guests only receive essential communications related to the memorial they have access to.

Question 36

How do I use AI condolence message suggestions?

Accepted Answer

To use AI-powered condolence message suggestions when writing a guest book post:Click New Post in the guest book section of the memorial.In the post editor, click the AI Suggestions button.The AI will generate several thoughtful condolence message options based on the memorial’s context.Select a suggestion you like and use it as a starting point, then personalise it with your own memories, stories, and feelings.If none of the options feel quite right, you can regenerate suggestions to see different alternatives.These suggestions are meant to support you when it’s hard to find the right words, but your own personal touch is always encouraged to make the message truly meaningful.

Question 37

How do I use the biography draft assistant?

Accepted Answer

Using the Biography Draft AssistantGo to your Account Settings and open the Biography section.Click the Draft Assistant button to launch the AI writing tool.Answer the prompts about your loved one, including their personality, achievements, interests, and family.The assistant will create a draft biography based on your responses.Review the draft and edit it to:Add personal stories or detailsCorrect any informationAdjust the tone or styleSave the biography once you are happy with it.The draft assistant is designed to help you get started and overcome writer’s block. You can always edit the biography manually at any time, and you are never required to use the AI-generated draft.

Question 38

How do I share my memorial or a blog post?

Accepted Answer

There are two types of content you can share, and each works differently:Sharing Blog PostsBlog posts are public content and can be freely shared. Each blog post includes social sharing buttons for:Twitter/X: Share the post directly to your timelineFacebook: Share the post on your Facebook feedCopy Link: Copy the blog post URL to share via any channelSharing blog posts on social media is encouraged and helps others find helpful content.Sharing a Memorial PageMemorial pages use a private invite-link system. To share your memorial:Go to your memorial page and click the Share/Invite Guests buttonCopy the invite link that is generatedSend the link to your intended guests via a secure, private channel such as direct email or a direct WhatsApp messagePlease share carefully: Unlike blog posts, memorial pages are private. Anyone with the invite link can access the memorial, so avoid posting the link on social media or public forums. We recommend sharing only with people you know and trust.

Question 39

What is the Family Tree feature?

Accepted Answer

Family Tree Feature OverviewThe Family Tree feature lets memorial owners build an interactive visual family tree directly on a memorial page.Adding Family MembersAdd each family member with:NamePhotoBirth and death datesGender

Question 40

How long can I edit or delete my post?

Accepted Answer

For guests: Posts and comments can be edited or deleted within 24 hours of creation. After this period, the content becomes permanent and can only be removed by the memorial owner.For memorial owners: You can always moderate content on your memorial regardless of when it was posted. Through your admin settings, you can disable or remove any guest book post or comment at any time to keep your memorial respectful and appropriate.

Question 41

Can I see who made changes to my memorial?

Accepted Answer

Yes. Go to your account and open History (there is also a History button next to each memorial you own). It shows who changed what and when, including changes made by people you have invited to help, with each person named as owner or collaborator. Only you can see it, and entries can never be edited or deleted, by anyone. If something looks wrong, quote the entry's reference (it looks like #a3f9c2e1) when you contact support and we can look into that exact change.

Question 42

How do I add a photo from a post to the main gallery?

Accepted Answer

Only memorial administrators (subscribers) can promote photos to the gallery - guests cannot see this option.When viewing a post that contains photos, look for the 'Add to Gallery' button on the photo.Clicking this promotes the photo to the main photo gallery while keeping it in the original post.Once promoted, the button changes to show 'In Gallery' or 'Remove from Gallery' if you want to undo the action.This is a great way to curate the best photos from guest posts into your memorial's main gallery.

Question 43

How do I add captions to my photos and videos?

Accepted Answer

To add captions to your photos and videos, follow these steps:Go to your photo gallery.Click on the photo or video you want to caption.Click on the 'Edit' or 'Caption' field.Type your caption, describing the moment, people, or significance.Save your changes.Captions help visitors understand the context and appear when guests click or hover over images.

Question 44

How do I embed YouTube videos in posts?

Accepted Answer

To embed a YouTube video in your guest book post, simply paste the YouTube video URL into the 'YouTube Video (optional)' field below the message box. The video will automatically embed when you publish your post. You can write your message in the text area above and optionally add photos using the 'Add Media' button. The YouTube video will appear as a playable embed within your published post.

Question 45

Can I download my uploaded media?

Accepted Answer

Yes. Go to Downloads in your account, or use the Downloads button on any memorial card in your settings. Every memorial you own or collaborate on is listed there, and each photograph and video has its own download button. Files save in the original quality they were uploaded in, and the guest book exports as a CSV spreadsheet from the same page.For everything else, including the life story, service details and family tree, request a Data Export from Account Settings under Data Management. That export also includes download links for your media, valid for 30 days.Photographs and videos are saved one at a time. There is no single ZIP download of a whole memorial, by design.

Question 46

How do I navigate between different memorial sections?

Accepted Answer

To navigate between different memorial sections such as the Guest Book, Biography, Photo Gallery, and Service Details, use the navigation menu at the top left of the page. On mobile devices, tap the menu icon to access these sections.

Question 47

What happens to my data if I delete my account?

Accepted Answer

Before You DeleteWhen you request account deletion, your content is scheduled for removal. Before deleting:Download your data: Go to Account Settings → Data Management → Download Data to save a copy of your contentCancel your subscription: You must cancel any active subscriptions before deleting your account (subscriptions with pending cancellation are allowed)What Gets DeletedFor memorial page owners: All memorial pages, guest users and their content, posts, comments, media files, and account information are permanently removed.For guests: All posts, comments, likes, and media files you've shared are permanently removed.Important: Memorial page owners have 2 weeks to contact support if they change their mind. After this period, all content is permanently removed and cannot be recovered. Guest account deletion is immediate.What We RetainCertain billing and transaction records may be retained as required by law for accounting and tax purposes. All other personal data is permanently deleted.How to Delete Your AccountGo to Account SettingsScroll to the Delete Account sectionCheck the confirmation box to acknowledge the action is permanentClick "Delete Account" buttonYou'll receive a confirmation email once deletion is completeWhen you delete your account, your memorial pages will be hidden and scheduled for permanent deletion. You have 2 weeks after deletion to contact support if you change your mind and want to restore your account. After this window, all content is permanently removed and cannot be recovered.

Question 48

What video formats are supported and how are they processed?

Accepted Answer

We support common video formats including MP4, MOV, and other popular formats. All uploaded videos are automatically transcoded and optimised for web playback, with thumbnail generation for gallery display and mobile-optimised streaming. Upload time depends on file size and internet speed. Larger videos are processed in the background and may take a few minutes to appear in the gallery.

Question 49

How do I track how many guests have accessed my memorial?

Accepted Answer

To track how many guests have accessed your memorial, go to your account dashboard and select the memorial you want to track. In the Guest Access section, you can view the total number of unique visitors. This section also allows you to monitor the number of visitors against your plan limits. Additionally, you can see recent activity and when guests last visited the memorial.

Question 50

How do I handle multiple memorial pages?

Accepted Answer

Accessing Your Memorial PagesGo to Account SettingsExpand the "Memorial Pages" sectionAll your memorial pages are listed here with their detailsCreating New Memorial PagesWithin the Memorial Pages section, click "Create New Memorial" to add another memorial page. Your subscription plan determines how many memorials you can create:Remembrance plan: Up to 1 memorial pageLegacy plan: Up to 3 memorial pagesManaging Individual MemorialsEach memorial page card shows:Memorial title and detailsProfile photo and backgroundGuest count (per memorial)Quick action buttons for editing, viewing, and sharingExpand each memorial card to access:Biography and service detailsPhoto and video galleriesCustom URL settingsBackground musicSeparate ResourcesImportant: Each memorial page has its own:Guest count limit (not shared across memorials)Photo and video storage quotaUnique URL and sharing linkIndependent settings and content

Question 51

How do I manage my profile information?

Accepted Answer

To manage your profile information, go to Account Settings. Here, you can update your first and last name and upload or change your profile photo. Your email address is tied to your login and cannot be changed.To manage your subscription and billing, launch the Stripe Customer Portal from your account area. In the Customer Portal, you can:• Update your payment method and credit card details• Upgrade or downgrade your subscription plan• View your billing history and invoices• Update your billing addressYour profile information is used for account identification and appears when posting on memorial pages as an administrator.

Question 52

How do I edit memorial details (title, dates, description)?

Accepted Answer

To edit memorial details, go to the memorial page and click the 'Edit Memorial' button or the edit icon. You can update the title, description, and life dates. Additionally, you can upload or change the profile photo. Changes save automatically and appear immediately.

Question 53

How do I review content reports on my memorial?

Accepted Answer

Memorial admins can review content reports in their Account Settings under the Reports section. The Reports section has three tabs - Pending (new reports needing attention), Resolved (reports you've addressed), and Dismissed (reports you've determined don't require action). Each report shows what type of content was reported (post or comment), when it was reported, who reported it (either an admin user or a guest), and their reason for reporting. You can take the following actions: Click 'View' to open the reported content in a new tab to examine it, click 'Dismiss' if the report doesn't require action (the content is appropriate), or click 'Resolve' if you've taken action on the content (such as deleting an inappropriate post). If you need to reconsider a closed report, you can click 'Mark as Pending' to reopen it. Note: Reviewing reports only changes the report status - if content needs to be removed, you'll need to delete the post or comment separately.

Question 54

Why can't I upload my photo/video?

Accepted Answer

There are several common issues that might prevent you from uploading your photo or video:File size too large: Try compressing your file before uploading. Use recommended formats like JPEG for photos and MP4 for videos.Storage limit reached: You may need to delete old media to free up space or upgrade your plan for more storage.Unsupported file format: Convert your file to a supported format and ensure the file extension is correct.Poor internet connection: Try uploading smaller files first and check your internet speed.Browser issues: Clear your browser cache and cookies, try a different browser, or disable browser extensions.

Question 55

What are the file size limits for uploads?

Accepted Answer

File size limits vary by subscription plan:Photo Limits:Remembrance Plan: 15MB per photoLegacy Plan: 20MB per photoPhotos are automatically optimised for web viewingVideo Limits - Remembrance Plan:Gallery videos: 50MB max, up to 3 minutesPost videos: 25MB max, up to 2 minuteVideo Limits - Legacy Plan:Gallery videos: 100MB max, up to 5 minutesPost videos: 50MB max, up to 3 minutesAll video files are automatically compressed for optimal streaming and storage.

Question 56

How do I upgrade or downgrade my subscription?

Accepted Answer

To upgrade or downgrade your subscription, go to Account Settings and click on Manage Subscription. This will open the Stripe Customer Portal. From there, select your new plan and confirm the change. Upgrades take effect immediately, while downgrades include a grace period where you retain premium features until the next billing cycle. Be aware that downgrades may result in warnings if your content exceeds the new plan's limits.

Question 57

Why is my memorial page not showing up?

Accepted Answer

Check memorial status: Ensure the memorial page is set to Live, not Draft. Verify this in the memorial settings.Account issues: Confirm your account is active, check if consent has been withdrawn, and verify your subscription status.Link problems: Use the exact share link provided, check for typos in custom URLs, and try generating a new share link.Technical issues: Clear your browser cache, try using private/incognito browsing, and contact support if problems persist.

Question 58

What data do you collect and how is it used?

Accepted Answer

We take data protection seriously and are committed to transparency about how we collect, use, and protect your information.What We CollectAccount Information: Name, email address, profile photo, and authentication details.Memorial Content: Photos, videos, biographical information, stories, and guest posts you create.Usage Analytics: Page views, feature usage, and interactions to help improve our service.Billing Information: Payment details processed securely through Stripe (we never store full card numbers).How We Use Your DataProvide and maintain memorial pages and featuresProcess subscription payments and manage billingSend important notifications about your account and memorialsImprove service quality and develop new featuresEnsure security and prevent abuseThird-Party ServicesWe work with trusted service providers who help us deliver our service:Stripe: Secure payment processingSupabase: Database hosting and authenticationBunnyCDN: Media storage and deliveryBrevo: Transactional email deliverySentry: Error monitoring and service reliabilityWe never sell your data or share it with third parties for marketing purposes.Your RightsUnder GDPR and CCPA, you have the right to:Access your personal dataCorrect inaccurate informationDelete your account and associated dataExport your data in a portable formatWithdraw consent for data processing at any timeData RetentionWe retain your data for as long as your account is active or as needed to provide services. If you delete your account, we permanently remove your personal data within 30 days, except where required by law to retain certain records.For complete details, please review our Privacy Policy. Contact our support team for any privacy-related questions or to exercise your rights.

Question 59

How do I invite guests to view my memorial?

Accepted Answer

To invite guests to view your memorial, go to the memorial page and click the Share/Invite Guests button. Copy the shareable link and share it with your guest(s) via a secure channel such as direct email or a direct WhatsApp message. Guests do not need accounts to view the memorial, and you can track guest visits in your dashboard.Please note: Anyone with the link can access your memorial page, so take care with how you share it. We recommend sharing the link only with people you trust, rather than posting it publicly.

Question 60

How do I manage the guest book and posts?

Accepted Answer

The memorial includes several sections you can manage:Guest Book (Posts & Comments):All users—including memorial administrators and invited guests—can contribute to the guest book by creating posts with photos and videos. You can edit your own posts and comments within 24 hours of creation, and delete them within 72 hours. Users can light a candle for posts to show their support, and report inappropriate content if needed.Photo Gallery:Everyone can view the gallery, but only memorial administrators can upload photos and videos directly to it. As an administrator, you can also promote photos or videos from guest book posts to the gallery—these promoted media don't count against your gallery upload limits.Biography & Service Details:Memorial administrators can create and edit biography and service details from Account Settings in the Memorial Pages section. These sections help visitors learn about the person being remembered and service arrangements.Reports & Moderation:Memorial administrators can view reported posts and comments in Account Settings > Reports section, where you can review the content and mark reports as resolved or dismissed.

Question 61

How do I upload photos and videos to the Gallery?

Accepted Answer

To upload photos and videos, navigate to the Photo Gallery section. Click on Add Photos/Videos. You can either select files from your device or drag and drop them into the upload area. Wait for the upload to complete. Once uploaded, you can add captions and organise the order of your files. Supported formats include JPEG, PNG, and MP4. Upload limits depend on your subscription plan.

Question 62

Why can't guests access my memorial?

Accepted Answer

There are several reasons why guests might not be able to access your memorial:Memorial not published: Ensure that the memorial status is set to Live. Change the status from Draft to Live and save the changes.Incorrect link: Verify that you are using the exact invitation link. Check for any missing characters or typos.Guest limit reached: Check your account dashboard to see if the guest limit has been reached. Consider upgrading your plan for more guest access or wait for the monthly limit to reset.Privacy settings: Make sure guest access is enabled. Check the section visibility settings and verify that the memorial isn't set to private.Technical problems: Ask guests to try different browsers and ensure they have internet connectivity.

Question 63

How do I customise my memorial's appearance?

Accepted Answer

To customise your memorial's appearance, you can:Upload Profile Photos: Add a profile photo to personalise the memorial.Choose Background Images/Colours: Select from various background images or colours to set the tone.Edit Title/Description: Update the title and description to reflect the memorial's purpose.Add Biographical Details/Achievements/Interests: Include important life details, achievements, and interests.Include Service Details: Provide service details such as date, time, and location.Control Section Visibility: Decide which sections are visible to visitors.

Question 64

How do I cancel my subscription?

Accepted Answer

Cancellation StepsGo to Account Settings and click the "Open customer portal" button in the Subscription section.In the Stripe Customer Portal, click "Cancel plan".Choose when you want your cancellation to take effect:Cancel at period end: Keep access until your current billing period endsCancel immediately: Lose access right away (no refund for remaining time)Confirm your cancellation choice.You'll receive a confirmation email with the cancellation details.What Happens After CancellationIf you cancel at period end: You'll keep full access to your memorial pages and subscription features until your current billing period ends. After that, your memorial pages will become unavailable.If you cancel immediately: Your memorial pages will become unavailable right away. There are no refunds for the remaining time in your billing period.Grace Period & ReactivationCancelling your subscription does not delete your account. You can reactivate your subscription at any time:Go to Account SettingsClick "Choose a Plan" in the Subscription sectionSelect your plan to restore access to your memorial pages

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