How to troubleshoot common tech issues

Most tech issues resolve in under a minute. Here are the most effective steps to try before reaching out to support.

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From the web

1. Hard refresh your browser

Clears Ontop's cache without affecting other sites.

• Chrome: Ctrl + F5 (Windows/Linux) or Cmd + Shift + R (Mac)
• Firefox: Ctrl + Shift + R (Windows/Linux) or Cmd + Shift + R (Mac)
• Safari: Option + Cmd + E

2. Log out and back in

Refreshes your session and clears temporary errors.

3. Clear your cache and cookies

Old data can interfere with recent updates. Clear your browser's cache and cookies.

4. Try an incognito window

If the issue disappears in incognito mode, the culprit may be a browser extension or stored cache.

5. Check your internet connection

Restart your router or switch to a different network to rule out connectivity issues.

6. Disable browser translation tools

These can interfere with the platform. Set your language directly in Ontop instead.

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From the app

1. Clear the app cache

Android:

1. Go to Settings → Apps
2. Select the Ontop app
3. Go to Storage → Clear cache

iOS:

1. Go to Settings → General → iPhone Storage
2. Select the Ontop app
3. Tap Offload app

2. Log out and back in

Refreshes your session and clears temporary errors.

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Trying to access contracts or invoices?

Contracts, amendments, and invoices are only available from the Ontop web platform, not from the app.

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Still having issues?

Reach out from the app or at [e-mail]. We're here.