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Troubleshooting and Support


We understand it can be stressful experiencing technical difficulties when watching a live stream. We have outlined some troubleshooting tips below.

If you're continuing to experience problems, please don't stress, the video will be available to watch on this private page 30 minutes after the end of the Live Stream.

I cannot access/ find the live stream of a loved one 

Should you have any difficulties accessing the private page of your loved ones service, please contact our team via the live WebChat at the bottom corner of this page for immediate support. 

As the live stream webpage is a private page, it cannot be googled or searched on our website. If you have been given the website link, please try pasting it directly into your website address bar.

There is no sound/the sound is low

Please make sure the volume on your device is turned up or is not on mute.

When the live stream starts, the video may load with the volume on mute. If this happens, an unmute button will appear on the inside of the video box. Simply click on this button to start the sound.

The live stream is freezing

There could be two reasons why you are experiencing freezing during the live stream. Poor internet at the church/venue or poor internet on your device. As a first step, please try refreshing your web browser.

If we are experiencing poor internet connection at the church/venue, an update will be added to the top of the private page, so you are aware in advance.

The live stream may also freeze due to the internet speed on your own device. For the best viewing, we recommend that you are using a fast internet with a download speed between 5mbps to 10mbps.

Check your internet speed here:

If you are experiencing poor internet connection on WiFi, you may like to watch the stream on your phone using a 4G connection.

If you continue to experience difficulties, a recording of the live stream will always be available to view on the private page later that day.

The live stream has not started

The live stream generally starts 10 minutes prior to the service start time. If you do not automatically see the video go live, please try refreshing your webpage.  If the video does not automatically play, press the play button on the screen.

How do I refresh the private page?

Depending on your device, the refresh button can be found at the top of the webpage, normally next to the address bar. Alternatively, you can right click on the page and press refresh in the menu that appears.

The refresh button may look like the following:


I still need help

Please use the live WebChat button on the bottom of your screen to contact one of our friendly support team.

Simply click on the button that looks like this:


I have just viewed, and so beautifully filmed. This is so special to have, not only for us but for a great many family members unable to attend, from Europe and Ireland. I was impressed by your complete professionalism and caring nature.

Ann, Wentworth Falls

Telling stories of loved ones for 10+ years

We understand that this time is difficult - that’s why we’re here to help tell the story that you want to tell, of your loved one.