It is very common for the service link between the video and the preview to become detached, if this happens, please view the following article.

If your video did not save on your device, please contact the Support line 701-491-9800 for an alternate upload option.

Depending on the length of your video it may take a few hours for your service to upload. Typically, it does take about half the length of the video to upload on a standard internet connection, and twice the length of the video on a poor internet connection. Afterwards the video will go through our virtual machine to make it viewable to the bereaved family and friends.

For example, if a video is one hour long, it should take about an hour and a half to be available on your website. Though this time can vary depending on your internet speeds and the resolution of the video that's uploading.

No worries, this is an easy fix. If you are on our New Portal you may edit the video within the service without deleting the video completely. Once the file is edited to your liking, you'll be able to save the changes made and start the uploading process again.

If you are on our Old Portal Please contact the Support team at 701-491-9800 and they'll be more than happy to re-upload your service with the correct edits you wish, either at beginning or end of the recording.