Question: Are the candles real or simply virtual (online) images of support and tribute?

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

Question: How do I correct my spelling error after purchasing a candle?

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

Question: Why can’t I see several words in my memorial candle message?

Answer: This is most likely due to your screen resolution. The minimum system requirement is 1024 × 768 pixels. To change your monitor’s resolution, visit the following website that provides step by step instructions.

Question: Who can I contact to discuss my Memorial Candle purchase?

Answer: 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@memorialcandlesupport.com. If this is regarding a charge on your statement, please contact your credit card company.

Question: How can I resolve an issue with a candle purchase? I was charged four times even though I received three rejection notices. My credit card company says all went through.

Answer: 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.

Question: Why won’t my candle purchase go through when my credit card company says that my card is fine?

Answer: 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.

Question: What should I do if I don’t have an email address but would like to purchase a Memorial Candle?

Answer: 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.

Question: How can I change my candle purchase from one duration/fee to another?

Answer: In order to modify your Memorial Candle, please email info@memorialcandlesupport.com and include the following information:

  • Funeral Home Name
  • Deceased Name
  • Date of Purchase
  • Receipt Number
  • The EXACT Name on credit card used for purchase
  • 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.

Question: When will my candle message be visible? I ordered one but I’m not certain if it was processed.

Answer: 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.

Question: Why is my message not appearing on the candle?

Answer: 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. The cache is where your browser files are stored so you don’t have to download file every time you need them. When we update files, caches need to be cleaned because the cached data is out of date. Different versions will have different steps. Try this link – choose your web browser and version to access the appropriate steps for your computer.

Question: What do I do if my candle is not showing up even though I have received a payment receipt?

Answer: Please email info@memorialcandlesupport.com the following information:

  • Funeral Home Name
  • Deceased Name
  • Date of Purchase
  • Receipt Number
  • The EXACT Name on credit card used for purchase
  • 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.

Question: Will my credit card information be given/sold to any third party companies for promotional purposes such as advertisements, contact lists, etc?

Answer: 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.

Question: Why does my credit card continue to be declined?

Answer: 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.

Question: How do I go back to add a condolence message?

Answer: 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.

Question: Am I only able to make one purchase per day with my credit card?

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

Question: Is the family notified about all purchased memorials?

Answer: The funeral home determines with the family the preferred method (if any) of notifications.

Question: Are there hidden fees? I received an email that confirmed the price of a memorial candle but my credit card statement showed the cost was different.

Answer: No, there are no hidden fees. FrontRunner Professional receives only the purchase price of the candle selected. Any additional fees are generated by credit card companies or financial institutions.

Question: Why was my credit card charged multiple times but the payment receipt shows declined transactions?

Answer: 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.

Question: I’m trying to access information about funeral services but the website says I don’t have the correct monitor resolution. What should I do to make sure I can see everything?

Answer: The Book of Memories requires a minimum screen resolution of 1024 × 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. To change your monitor’s resolution, visit the following website that provides step by step instructions.

Question: I have lit a candle by check but don’t see where to send the check to. What address should it be sent to?

Answer: Checks can be mailed to:
FrontRunner Professional
6A Clarence Street
Kingston, Ontario
K7L 5H8

FAQs on Memorial Candles for the Funeral Home E-Commerce →

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