A: The Memorial Candles are online representations of love and tribute only. No physical candle will be lit in memory of a loved one.

A: Please contact the funeral home to make the correction for you.

A: This is most likely due to your screen resolution. The minimum system requirement is 1024 x 768 pixels.

A: If there is an error with your Memorial Candle message, please contact the funeral home to make changes. If there is a technical error, email info@onlinefuneraltributes.com.

A: InternetSecure, the credit card processing company that manages the online credit card transactions, declined your transactions. Even though your credit card company may have approved, the transaction must still be approved by both companies. Your credit card will show the transactions, however the additional ones will be refunded and shown on your statement within 72 hours. Please Note: FrontRunner Professional DOES NOT process any credit card transactions. NO funds are deposited to our accounts unless approved by both the credit card company and InternetSecure.

A: Please make sure that all information you enter is exactly the same information associated with your credit card account. The name, address and phone number must be the same as what's on record with your credit card company. If your credit card is a VISA and you have entered the information correctly, your card may be refused because it is not set up as being Verified by VISA. Please discuss this security feature directly with VISA rather than your bank.

A: You can purchase a Memorial Candle without a valid email address, however your receipt will be emailed to the address entered. You could enter an email address of a friend or family member who would be willing to print off a hard copy of the receipt for you. Please Note: All information entered to purchase a Memorial Candle is NOT distributed or used to send mass online solicitations. At FrontRunner Professional, we have the highest level of online security in place to keep your information safe.

A: In order to modify your Memorial Candle, please email info@onlinefuneraltributes.com and include the following information: Funeral Home Name: Deceased Name: Date of Purchase: Receipt Number: Your Name: Your Email Address: Once the information is received, your order will be changed and confirmed within 2 business days. Your refund may take up to 72 hours to show on your credit card statement.

A: The message will appear as soon as the transaction is processed / once your payment receipt is issued. If you do not receive a receipt, the transaction was not processed.

A: You may need to clear your internet history / cache in your web browser. Press F5 key on your keyboard but if that doesn't work, you will need to delete your history. Since the settings are different for each browser, review your browser's settings and help documentation to determine how to delete the history.

A: Please email info@onlinefuneraltributes.com the following information: - The name of the funeral home - The name of the deceased - The payment receipt number - The EXACT name on the credit card that was used to purchase the candle

A: In order to modify your Memorial Candle, we will need you to email the following information to info@onlinefuneraltributes.com: - Funeral Home Name - Deceased Name - Date of Purchase - Receipt Number - Your Name - Your Email Address After we have received this information, your Memorial Candle will be changed and confirmed within 2 business days. Your refund may take up to 72 hours to show on your credit card statement.

A: FrontRunner Professional does not gather or store any credit card information. The online page where you enter your personal information is located on a secure site managed by Internet Secure, a Verisign registered company. It has the highest standards of security and privacy on the internet. All of the information gathered is highly encrypted and is not stored, sold or divulged in any way other than to approve the transaction with your credit card company.

A: There are many reasons why a credit card transaction may not be approved. The most common reasons are: incorrect card number; incorrect password; incorrect expiry date, the address does not match credit card statements; the card is blocked for e-commerce use: and the cardholder has exceeded or is close to the credit card limit. Please contact your credit card company for more information.

A: If you have not cleared your computer's cache or disabled the cookies, you should be able to open up the condolences page to make any changes. If you do not see this option, please contact the funeral home to help make the change.

A: You are able to make five transactions on the same card in a 24-hour period.

A: The funeral home determines with the family the preferred method (if any) of notifications. Families are able to login to the Book of Memories where they can see all updates. There is also an option to be notified via email.

A: No, there are no hidden fees. FrontRunner Professional only receives $29.95 for the candle purchase. Any additional fees are generated by credit card companies or financial institutions.

A: Internet Secure is attempting to approve your purchase but your credit card company is declining the transaction. This is usually caused by incorrect information submitted during the purchasing process. Please ensure that your address information is exactly the same as what appears on your statement. Your credit card account will display a credit of any failed transactions within a couple of business days.

A: The Book of Memories requires a minimum screen resolution of 1024 x 768 pixels. You should still be able to view the Book of Memories using a lower resolution but the page will not display the way it was designed. The resolution of 1024 x 768 was chosen after determining the most common resolution as more people opt for larger monitors. 640 x 480pixels - .06% market share 800 x 600pixels - 4.5% market share 1024 x 786pixels - 37% market share The remaining % are higher resolutions. To change your monitor's resolution, visit the following website that provides step by step instructions: http://www.helpwithpcs.com/tipsandtricks/changing-screen-resolution-win-xp.htm