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Help a family open their link

Open Family portal on the case before issuing another link. Check the recipient, status, expiry and selected options.

The invitation did not arrive

Confirm the contact's email address. Check whether Email the link was selected and whether the creation result reported a send problem.

Ask the recipient to check spam. If the link is still visible in the creation dialog, copy it and deliver it through the agreed channel. If the dialog is closed and the link was not saved, create a new one. Withdraw an unwanted old link.

Do not treat a recorded opening as proof that the intended recipient read the message.

Issue a new link with the required options. Expiry and withdrawal cannot be undone on the old link.

If the case is archived, its links cannot provide access. See Archive a case before promising a replacement.

A document, payment or signature is missing

Check both the link and the requested item:

  • Paperwork: the document must be shared individually.
  • Payment: an open payment request must exist.
  • Signing: a pending request must have been created for signing by link.
  • The obituary: share the staff draft if you want the family to read it.
  • What they have set aside: funding belongs on a pre-need case.

The options on an issued link cannot be changed. Create a replacement if the required option was omitted.

Withdraw it immediately and create a new link for the intended recipient. Withdrawal stops further access but does not recall anything already downloaded.

The family can use the family help page for a short explanation without staff terminology.

For obituary approval, the link must offer Obituary approval for the reviewer's email and a current request must exist. Sharing a draft under The obituary is not the same as asking for approval.