Tech Support & Help Center
We're here to make your experience smooth and worry-free. Whether you need help with a memorial page, an offering, or your account — find answers below or reach out directly.
Last updated: April 2026
FAQs
Common questions and quick answers about memorials, offerings, and privacy.
Refund Policy
When refunds apply and how to request one.
Digital Delivery
What you receive, how, and when — all digital, no shipping.
How It Works
Create, review, and publish a memorial in 3 simple steps.
Documentation Policy
What proof you'll receive and when to expect it.
Cultural Disclaimer
Who we are, what we offer, and our boundaries.
1. Contact Support
Support Hours
Mon – Fri, 9:00 – 18:00 (CST)
Weekend messages answered next business day
2. What to Include in Your Request
To help us resolve your issue as fast as possible, please include:
- Order number and the email address used at checkout
- Memorial page URL (if already published)
- Issue description — what happened and what you expected
- Screenshots if possible (especially for display or access issues)
- Your preferred outcome — edit, resend link, refund check, etc.
Including your order number and email helps us find your account instantly — most requests are resolved within 12–24 hours when details are provided upfront.
3. Quick Troubleshooting
Try these steps before contacting support — they resolve most common issues:
📧 Didn't receive emails?
Check your spam/junk folder for emails from @qiyuanmemorial.com.
Add us to your contacts, then request a resend via support.
🔗 Can't open the memorial link?
Try an Incognito/Private window. If that works, clear your browser cache.
You can also add ?v=1 to the end of the URL to force a refresh.
✏️ Need to edit your page?
Minor text and image edits are free within 48 hours after publishing. After that, contact support and we'll help — response time may vary.
💳 Payment duplicated?
Contact us with your order number. We'll verify and refund any duplicate charges in full — typically within 1–3 business days.
📄 Documentation not received?
Documentation is delivered within 48 hours after fulfillment. If you haven't received it, check spam first, then contact us — we'll follow up immediately.
🔒 Privacy settings not working?
Verify your privacy level (Public / Private / Invite-only) in your memorial settings. If issues persist, contact support with the page URL.
4. What Our Support Covers
- Memorial pages: creation, editing, privacy settings, publishing issues, contributor access
- Remembrance offerings: order status, fulfillment updates, documentation delivery
- Account: login issues, email changes, data requests
- Payments: billing questions, duplicate charges, refund requests
- Technical issues: page display problems, broken links, browser compatibility
All services are digital — no physical shipping is involved. For delivery details, see our Digital Delivery Policy.
5. Data & Privacy
We use your information solely to deliver and maintain your memorial services. We do not sell or share personal data with third parties.
- You can request access, correction, or deletion of your data at any time
- Documentation materials are stored for 7–30 days and deleted upon request
- Memorial content is retained while your page is active
For full details, see our Privacy Policy.
6. Response Times
- General inquiries: within 24 hours (weekdays)
- Urgent issues (payment, access): within 12 hours
- Weekend messages: answered the next business day
- Refund requests: reviewed within 1 business day; processed in 5–10 business days
For the fastest response, use WhatsApp for quick questions or email with your order number for account-specific issues.
Still Need Help?
Email us with your order number and a brief description — we'll take care of it.
