Support that helps you stay ready when the service matters
Whether you are setting up a new licence, preparing media or resolving an issue close to a service, Tribute Director support helps you move forward with clarity and confidence. Start with the guidance below, or contact support with the key details so we can focus on the right fix quickly.
Choose the right support path
Start with the option that best matches the moment, from first setup through to live-service support.
New to Tribute Director
Get the installation, licence and first-service checks in place before the software is needed in front of a family.
- Install the latest stable version
- Open and test an existing service project
- Confirm audio, display and remote control behaviour before the day
Preparing for a service
Use these checks to confirm the project, room output and backup media are ready well before guests arrive.
- Check every media item is present
- Test the projected or chapel display
- Keep a backup copy of the service media
Something urgent
When a service is close, keep the setup steady and focus on the fastest reliable path.
- Keep the current working setup open
- Use backup media if required
- Email support with “Service-critical” in the subject
Getting started with confidence
For a first install or a new operator, a short, careful test gives everyone confidence before a full service is built.
First setup checks
Start with the computer, media folders and output devices that will be used on the day. A complete test run is the best way to confirm the setup is ready.
- Install Tribute Director on the computer that will run the service
- Open the application and confirm it starts normally
- Create or open a test service
- Add sample photos, music and video
- Play the service from start to finish in the actual room where possible
Operator readiness
A calm operator workflow keeps the service moving smoothly, even when timing is tight.
- Check the running order
- Know how to pause, skip and replay items
- Keep the service plan and emergency contacts nearby
Licence, account and billing support
Clear help for activation, purchase records, account access and App Store-managed purchases.
Licence and activation
Most activation issues can be resolved quickly when the purchase details and exact message are available.
- Check your internet connection
- Confirm the licence belongs to the correct account
- Make sure the activation limit has not been reached
- Send the licence email address and error text to support if it still will not activate
Account and billing
We can locate the right record faster when you include the details that identify the purchase, without sending full card details.
- Account email address
- Order or invoice number if available
- Product or licence type
- Brief description of the billing issue
App Store purchases
Apple manages App Store purchases directly. We can help identify the right Tribute Director product path, while subscription changes, billing updates and refunds are handled through your Apple account.
- Check your Apple ID purchase history
- Use Apple subscription management for renewals or cancellations
- Contact Apple Support for App Store refund requests
Pre-service readiness checklist
Complete these checks in advance, confirm the room behaves as expected and keep the working setup unchanged once it is ready.
Media
Confirm every file is available locally and plays cleanly from the service computer.
- Photos display clearly
- Music and audio tracks play at the expected volume
- Videos open without missing codec or format errors
- Slideshows and service items are in the correct order
Room output
Test the exact screens, projector, HDMI path and sound system that will be used in the room.
- External display is detected
- The audience screen shows the correct output
- Audio is routed to the venue sound system
- The operator screen remains usable
Backup plan
Prepare a simple fallback so the service can continue smoothly if equipment or media behaves unexpectedly.
- Keep a copy of service media on a USB drive
- Have important tracks available outside the project
- Keep the last known working version installed
- Know who to contact at the venue
Media troubleshooting
If media will not play or appears incorrectly, start with the file itself, then confirm Tribute Director can access the same file in the expected location.
- Confirm the file has not been moved or renamed
- Try playing it in the operating system media player
- Use a common format such as MP4 for video or MP3/WAV for audio
- Replace damaged files before the live service
Display troubleshooting
Display issues are usually resolved by checking the operating system display settings, the cable path and the projector or TV input.
- Reconnect HDMI or display cables
- Confirm the projector or TV is on the correct input
- Check whether displays are mirrored or extended
- Restart the display path before guests arrive
Remote control troubleshooting
Remote control features rely on the local network. Keep the operator computer and control device on the same trusted network wherever possible.
- Check the operator computer and mobile device are on the same network
- Avoid guest Wi-Fi networks that isolate devices
- Allow local network access if prompted
- Restart the browser or reconnect the remote device
Service-critical issues
If a problem appears immediately before or during a funeral, memorial or ceremony, prioritise the stable path over last-minute changes.
Do this first
Keep anything that is already working in place. The goal is to protect the service flow while you gather the details needed for support.
- Do not install updates immediately before a service
- Do not rebuild a working project unless necessary
- Use backup media or a fallback player if time is short
- Record the exact error message or behaviour
When contacting support
Include the details that let us understand the situation quickly and respond with the most relevant guidance.
- Put “Service-critical” in the subject line
- Include the service time and timezone
- Describe what changed before the problem appeared
- Attach screenshots or photos where useful
Contact support
For technical support, licence questions or account help, email Tribute Director support with a clear description and any screenshots that show what is happening.
- Email: support@tributedirector.com
- Include your Tribute Director version
- Include your operating system
- Explain whether the issue is urgent or service-critical
Feature requests and feedback
We value practical suggestions from funeral directors, celebrants, venue operators and technical teams using Tribute Director in real services.
- Describe the workflow you want to improve
- Explain when the request matters during a service
- Send examples or screenshots if helpful
- Email: support@tributedirector.com
Useful links
Quick access to product information, purchase options, downloads, policies and support resources.