General Troubleshooting Guide

Troubleshooting is all about isolating problem areas. The steps below are our standard recommended steps when trying to solve an issue.

Please run through the following steps prior to contacting Support. We recommend doing them in the order listed.

1. Update browser
2. Update apps
3. Clear cookies and cache
4. Try a different browser
5. Try Incognito or Private mode
6. Try a different connection
7. Reset Modem and Router
8. App troubleshooting
9. Try a different device

Update Browser

Make sure your browser is up to date. Browsers are regularly updated for improvements, which can resolve issues. You can check for updates in most browsers by going to the "Help" menu then selecting "Check for updates".

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Update Apps

If you're experiencing problems with an app, check for a new version on the Apple or Google Play store. Many devices are set up to autoupdate, but in case yours is not or an update wasn't successful, please check.

We also highly recommend using the latest version of your phone's OS.

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Clear cookies and cache

Your internet cache is a series of (usually) innocuous files that are downloaded to your computer whenever you visit a website. Those files are usually graphics, fonts, and other visual elements. After time they can become corrupted or out of date. 

Cookies store user information such as whether or not a site remembers your login info. Like your cache, these can get corrupted or out of date. 

Kapersky (internet security company) has instructions for how to do this with every browser here.

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Try a different browser

Our browser-based products work best in Chrome, however you may find better results in a different browser. If you're already using Chrome, please try Firefox. We do not recommend Safari or Edge.

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Try Incognito or Private mode

All browsers have an option to do a private session, which disables any browser extensions or addons that may be causing conflicts. Please try using the product in a private session to see if that solves the issue.

In Chrome this is called Incognito mode. Firefox calls it Private mode. In either case, go to the menu in the upper right of the browser (sometimes three dots, sometimes three lines) and choose to do a new Incognito or Private window.

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Try a different internet connection

Any other internet connection that you can try will help to isolate the problem.

• If you are on your phones data plan or a hotspot, find a wifi network you can try.
• If you are on wifi, try switching to a data or hotspot connection.
• Try a different wifi network.
• If you're on wifi, and you have the ability to do, connect directly to your router or modem with a cable.

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Reset Modem and Router

This is a regular standard troubleshooting step for isolating potential connection issues. If you've ever called your internet provider, this is probably the first thing they've recommended. We recommend unplugging both your modem and your router, waiting a couple minutes, then plug in your modem and let it boot up all the way before plugging in your router.

Your internet service provider should have instructions on how to perform this operation online.

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App troubleshooting

If you are experiencing issues using one of our apps, we recommend the following:

1. Close any open apps including ours.
2. Check your app store for updates and install.
3. Restart your device.
4. Start our app back up and try again.
5. If the problem persists uninstall the app then reinstall. (Android users: be sure to clear the app data before reinstalling.)

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Try a different device

This may not be a viable option for everyone, but a great test is to see if the same thing happens on a different device. That could be a different phone, laptop, tablet, or computer. 

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