Basic Troubleshooting Steps

If you’re running into an issue with our site or app, please try the steps below before contacting support. These simple checks resolve most problems.

1. Refresh the Page or App

• Fully close the page or app, then open it again.
• If you’re using a browser, click the refresh button or press Ctrl + R (Windows) or Command + R (Mac).

2. Check Your Internet Connection

• Make sure you’re connected to Wi‑Fi or mobile data.
• Try opening another website or app to confirm your connection is working.
• If nothing loads, restart your router/modem if you can.

3. Try a Different Browser or Device

• If you’re on a computer, try another browser (for example: Chrome, Firefox, Edge, Safari).
• If possible, try the same action on a different device (another computer or your phone/tablet).

4. Clear Cache and Cookies (Web Browsers)

Steps will vary by browser, but generally:

1. Open your browser settings.
2. Find the section for Privacy, History, or Clear browsing data.
3. Clear cached images/files and cookies (you usually don’t need to clear passwords).
4. Close the browser completely, then reopen it and try again.

If you need detailed steps, search online for “clear cache and cookies in [your browser name]”.

5. Disable Browser Extensions (If Applicable)

• Temporarily turn off ad blockers, password managers, or other extensions.
• Refresh the page and test again.
• If it works with extensions disabled, re‑enable them one by one to find the cause.

6. Restart Your Device

• Restart your computer, phone, or tablet.
• After it starts back up, try the same action again.

Still Having Trouble?

If you’ve tried all of the steps above and it’s still not working, reply to this article or your support ticket and include the following:

1. A short description of what you were trying to do.
2. The exact error message you’re seeing (if any).
3. The browser and device you’re using.

Please also attach a screenshot of the issue, including the full browser window or app screen. This helps us quickly see what you’re seeing and speeds up troubleshooting.