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Browser Troubleshooting Guide – Login & Loading Issues

Troubleshooting steps to use for merchants struggling to log into the Merchant Portal. 

🖥️ Desktop

Chrome

  1. Hard refresh: Ctrl + Shift + R (Windows) / Cmd + Shift + R (Mac)
  2. Open Incognito: Ctrl + Shift + N (Windows) / Cmd + Shift + N (Mac)
  3. Clear cache: Settings → Privacy & Security → Clear Browsing Data → Cached Images & Files
  4. ⭐ If none of the above work — Clear Site Data:
    • Right-click anywhere on the page → Inspect
    • Go to the Application tab
    • In the left panel, select Storage
    • Click the Clear site data button
    • Refresh the page and try logging in again

Safari (Mac)

  1. Hard refresh: Cmd + Option + R
  2. Open Private Window: Cmd + Shift + N
  3. Clear cache: Develop → Empty Caches (enable Develop menu via Safari → Settings → Advanced)

Firefox

  1. Hard refresh: Ctrl + Shift + R (Windows) / Cmd + Shift + R (Mac)
  2. Open Private Window: Ctrl + Shift + P (Windows) / Cmd + Shift + P (Mac)
  3. Clear cache: Settings → Privacy & Security → Clear Data → Cached Web Content

Edge

  1. Hard refresh: Ctrl + Shift + R (Windows)
  2. Open InPrivate window: Ctrl + Shift + N
  3. Clear cache: Settings → Privacy, Search & Services → Clear Browsing Data → Cached Images & Files

📱 Mobile

iOS – Safari

  1. Hard refresh: Pull down on the page to reload
  2. Private browsing: Tap the Tabs icon → tap Private → open a new tab
  3. Clear cache: Settings (phone) → Safari → Clear History and Website Data

iOS – Chrome

  1. Hard refresh: Tap the ⋮ menu → Refresh
  2. Incognito: Tap the ⋮ menu → New Incognito Tab
  3. Clear cache: Tap ⋮ → Settings → Privacy → Clear Browsing Data → Cached Images & Files

Android – Chrome

  1. Hard refresh: Tap the ⋮ menu → Refresh
  2. Incognito: Tap the ⋮ menu → New Incognito Tab
  3. Clear cache: Tap ⋮ → Settings → Privacy → Clear Browsing Data → Cached Images & Files

Android – Samsung Internet

  1. Hard refresh: Tap the ↺ refresh icon
  2. Private mode: Tap the ☰ menu → Turn on Secret Mode
  3. Clear cache: Settings (phone) → Apps → Samsung Internet → Storage → Clear Cache

💡 General tips if none of the above work:

  • Try a completely different browser
  • Try a different network (e.g. switch from WiFi to mobile data or vice versa)
  • Restart the device entirely