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Analytics, support and your account

Read your tribute and money figures, log a support ticket, follow replies and manage your sign in details.

Updated 2026-10-19

1. Analytics: tributes, money and branches

See how your tributes are going, what you have charged and paid, and how your branches compare.

On your Dashboard, open the Analytics tab.
Choose Overview, Money or Branches at the top.
Pick a time period, such as This month or Last 12 months.
In Overview, click Show tributes that need attention to jump to those tributes.
In Money, enter Your price per tribute to see your profit. Click Download CSV for a list of your purchases.

Overview

Families invited, Videos made, Families who started and Invite to video, the typical time from invite to finished video.
Where tributes are up to: how many families are at each step, from Invited to Video made.
Needs you now: tributes Ready to review and any where the Video didn't generate.
Averages for photos and videos, voice recordings and the most-used music.

Money

Tributes, Charged to families, Paid to Tribute Creator and Profit, plus tributes per month and your latest Purchases and invoices.

Branches

Head offices with branches see each branch side by side: families invited, videos made, invite to video and Credits left. A branch running low shows Low.

Why can I not see the Money or Branches views?

Branches only shows for a head office with branches turned on. A branch may not see Money if its head office has hidden credits.

Where do I set what we charge families?

In Money, under Your price per tribute. It saves by itself.

2. Logging a support ticket

Ask for help, report a problem or suggest a feature from your Dashboard.

On your Dashboard, open the Support tab.
Click Log a ticket. If it is your first ticket, the form opens straight away.
Choose What is it about?, such as Problem or bug or Billing and credits.
If you can, choose Which part of the website?, the Related tribute and How urgent is it?.
Add a short Subject and the Details.
Add up to 3 Screenshots if they help show the problem.
Check Your name, then click Log ticket.

You see a message that your ticket has been logged, with its reference number, such as TC-123. We will reply to you in Support.

Your browser, device and website version are added to the ticket automatically to help us look into it.

A service is soon. How do I flag that?

In How urgent is it?, choose Urgent, a service is within 48 hours.

How big can a screenshot be?

Each screenshot can be up to 10 MB.

3. Replies and ticket history

Read our replies, add more information and see all your past tickets.

Open the Support tab on your Dashboard. Your tickets lists every ticket with its status and date.
A dot next to a ticket means there is a new reply.
Click a ticket to read the whole conversation. Our replies show as Tribute Creator Support.
To reply or add more information, type in the box and click Send.
Click All tickets to go back to the list.

Each ticket shows a status:

Open: logged and waiting for us.
In progress: we are working on it.
Replied: we have answered and are waiting to hear from you.
Resolved: sorted. If you reply, the ticket opens again.

Will I know when you reply?

Yes. We email you a link to the reply, and the ticket shows a new reply dot in Support.

4. Your account: name, email and password

Change your funeral home name, sign in email or password, or reset a forgotten password.

On your Dashboard, open the Settings tab and choose Account.
Click Funeral Home Settings to open it.
To change your name, type in Organisation or Name. It saves by itself and is shown to families in invite emails.
To change your email, enter it under Email Address and click Update Email. Then click the link we send to the new address to confirm it.
To change your password, enter a New password of at least 6 characters, confirm it and click Update Password.

Forgotten your password?

On the sign in page, click Forgot your password?.
Enter your email and click Send reset link.
Open the email and click the link. It works for 1 hour.
Enter a New Password, confirm it and click Update Password.

The reset email has not arrived.

Check your spam folder. If it still is not there, request a new link.

Does my email change straight away?

No. It changes once you click the confirmation link sent to the new address.

5. Closing your account

How to close your funeral home account yourself, and what is removed when you do.

Download any finished tribute videos you want to keep.
If you have branches, remove them first. See removing a branch.
On your Dashboard, open the Settings tab, then Account.
Scroll to Close account at the bottom and click Close account….
Type CLOSE, enter your password, then click Close my account.

This removes every tribute and its files, each family's link, any unused credits, and your login and settings. It can't be undone.

There is no subscription, so there is nothing else to cancel. A branch account is closed by its head office, not from the branch.

Can I get a refund for unused credits?

Unused credits are not refundable for a change of mind. This does not affect your rights under the Australian Consumer Law.