Q: I came in from the invitation email, but the page asks me to “select an organization”? Your organization has in fact already been fixed by the invitation link. You can skip past that text and go straight to registering or logging in. This is leftover wording in the current version and does not affect the flow.
Q: What if the memorial space has no name? If the Account Manager had not yet named it when opening it, the system first names the space using your registration name, and you can adjust it in the content later.
Q: I want to recall a member invitation that has been sent but not yet joined? The current member list only offers “Resend” and does not yet provide a revoke button. When you need to recall one, please contact your Account Manager for help.
Q: Why can’t I see “Time Letters”? Time Letters is only open to “Honoree (isHonoree)” accounts. If you are not an Honoree account, this feature does not appear in the interface — this is a deliberate privacy design. The Honoree flag is set by the Account Manager.
Q: If I delete a photo by mistake, can it be recovered? We are sorry, but on the family side there is no recycle bin after deletion, and it cannot be restored by yourself. The system reminds you before deleting, so please be sure to reconfirm.
Q: Will the drag-order of records be kept? Yes (since 2026-07-23). Drag-ordering is now saved and stays unchanged after a refresh. When releasing, remember to drop the record card onto another record card for it to take effect (dropping into the gap between cards does not apply).
Q: I can’t find a download button in the lightbox? The current version of the lightbox (enlarged view) does not yet provide a dedicated download button.
Q: I can’t find “choose from album” when changing the cover? Changing the cover opens the file picker directly for you to choose a new image; the current version does not provide a path to choose from an existing album.
Q: I regret transferring the Primary Manager role / deleting my account? Transferring the Primary Manager role is an irreversible action; deleting an account has no grace period. Neither can be restored by yourself, so if it was a mistake, please contact your Account Manager as soon as possible for help through the customer-service process.
When You Need Help
This manual covers the actions a Primary Manager can complete on their own in the current version. For any feature that is “not provided in the current version” (revoking an invitation, downloading from the lightbox, choosing a cover from an album, recovering from a mistake, and so on), or anything you are unsure about, you are always welcome to contact your Account Manager for help. May this space hold your longing and love for your family member well.
This manual was written based on UAT test screens and the platform’s current implemented behavior. Screens and behavior may change with version updates; please take the platform’s current presentation as authoritative in actual use.