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Basic troubleshooting steps

How to help our support team help you!

Written by Vicky Carmichael

When you get in touch with support, we may ask you to do things like hard refresh the page or look in the console. This help article explains the steps you need to follow.

How to hard refresh the page

How to clear your cache

How to send us a screenshot of the console

How to hard refresh the page

A normal refresh sometimes reloads an old, cached version of the page. A hard refresh forces your browser to fetch the latest version and clears up many display or loading issues.

  • Chrome, Edge, Firefox (Windows/Linux): Press Ctrl + Shift + R (or Ctrl + F5)

  • Chrome, Edge, Firefox (Mac): Press Cmd + Shift + R

  • Safari (Mac): Press Cmd + Option + R. If that doesn't work, hold Shift and click the reload button in the address bar.

If the problem disappears after a hard refresh, it was likely a caching issue.

How to clear your cache

If a hard refresh doesn't help, clearing your browser's cache is the next step. This removes stored files that may be out of date. Clearing the cache won't delete your bookmarks or saved passwords.

Google Chrome

  1. Open the menu (⋮) in the top-right corner

  2. Go to Delete browsing data (or More tools → Clear browsing data)

  3. Set the time range to All time

  4. Tick Cached images and files

  5. Click Delete data, then reload the page

Microsoft Edge

  1. Open the menu (⋯) in the top-right corner

  2. Go to Settings → Privacy, search, and services

  3. Under Clear browsing data, click Choose what to clear

  4. Tick Cached images and files, then click Clear now

Mozilla Firefox

  1. Open the menu (☰) in the top-right corner

  2. Go to Settings → Privacy & Security

  3. Under Cookies and Site Data, click Clear Data

  4. Tick Cached Web Content, then click Clear

Safari (Mac)

  1. In the menu bar, go to Safari → Settings → Advanced

  2. Tick Show features for web developers (or Show Develop menu in menu bar)

  3. Now open the Develop menu and choose Empty Caches

After clearing the cache, reload the page and check whether the problem is still happening.

How to send us a screenshot of the console

We may ask you to send us a screenshot of your browser's developer console so we can see any errors happening under the hood.

Open the console (DevTools / Inspector)

On most browsers you should be able to right-click anywhere on the page, choose Inspect or Inspect Element, then click the Console tab.

  • Chrome, Edge, Firefox (Windows/Linux): Press F12, or Ctrl + Shift + J (Chrome/Edge) / Ctrl + Shift + K (Firefox)

  • Chrome, Edge, Firefox (Mac): Press Cmd + Option + J (Chrome/Edge) / Cmd + Option + K (Firefox)

  • Safari (Mac): First enable the Develop menu (see the Safari cache steps above), then go to Develop → Show JavaScript Console

Capture what you see

  1. With the Console tab open, reload the page and repeat whatever caused the problem (this is often shows in red).

  2. Take a screenshot:

    • Windows: Press Windows + Shift + S, then select the area

    • Mac: Press Cmd + Shift + 4, then select the area

  3. Send the screenshot to us in your reply.

It also helps to note which browser and device you're using and the exact page (URL) where you saw the issue.

Still stuck?

Reach out to our support team with a quick description of what's going wrong and any screenshots from the steps above. The more detail you can share, the faster we can help troubleshoot.

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