Missing cases, actions or account access

Start by checking which funeral home is selected and whether the page reports a connection or loading problem.

I cannot find a case

Clear the register filters and search the name or case number. Turn on Include archived. If it is still missing, ask an owner to check your location access.

Do not create another case until you know the record is genuinely missing.

A button or section is missing

Check your role. Financial sections and controls differ between Admin Staff, Arranger and Funeral Director.

Also check the record state. Archived cases restrict editing; signed statements cannot have their lines changed. An unavailable payment or messaging provider can prevent its actions even when your role is correct.

My invitation does not work

Use the invited email address. If another account is already signed in, sign out and try again with the intended account.

Ask a manager or owner to resend or renew the invitation from People → Pending Invites.

I cannot sign in

Use the password-reset option on the sign-in screen if needed and check your inbox and spam folder. Use the newest reset message.

For an authenticator problem, follow Two-step sign-in. Ask support for recovery if you have no accessible enrolled factor. Do not share a colleague's account to bypass the problem.

Ask for help

If you can sign in, open Help & support and include the page, action, time and visible error. If you cannot sign in, contact your manager or use the external support contact supplied to your firm. Remove case numbers and family details from the initial report. Do not include passwords, private links, Social Security numbers or unredacted case screenshots.

See Contact support for reports, attachments and help when you cannot sign in.