How to Troubleshoot Common Technical Issues

If you're experiencing technical issues on our platform, don’t worry! Many common issues can be resolved with just a few simple steps.

These technical issues, also known as platform errors, may include messages such as:

• Error with guard (cache)

• Some payments are missing information (date or amount)

• No available payment methods

• Inactive account

Here are some quick actions you can take to resolve them:

1. Perform a Hard Refresh
This clears the cache for the Ontop platform without affecting other pages.

Chrome:

• Windows/Linux: Press Ctrl + Reload or Ctrl + F5

• Mac OS: Press Cmd (⌘) + Shift (⇧) + R or Shift (⇧) + Reload

Firefox:

• Windows/Linux: Press Ctrl + Shift (⇧) + R or Ctrl + F5

• Mac OS: Press Cmd (⌘) + Shift (⇧) + R or Shift (⇧) + Reload

Safari (Mac OS):

• Press Option + Cmd (⌘) + E

2. Log out and log back in
Signing out and back in can refresh your session and fix temporary issues.

3. Clear your browser cache and cookies
Stored data can cause compatibility issues. Try clearing your browser’s cache and cookies.

4. Use incognito or private browsing mode
Open an incognito window to check if the issue is related to browser extensions or cached data.

5. Check your internet connection
Make sure you have a stable connection. If needed, restart your router or try using another network.

6. Avoid using translation tools
Translation tools can cause display or functionality errors. Use the platform’s built-in language settings or reach out to support if needed.

🔔 Important: If the issues persist, please reach out to our support team for personalized assistance.

If you still have questions, feel free to contact
your Account Manager or reach out to our support team via chat 😊