Question 1

Try incognito mode

Accepted Answer

Try opening the application in incognito mode.   In Google Chrome: Click the three dots in the top right, then click "New Incognito Window." In Mozilla Firefox: Click the three lines in top right, then click "New Private Window." In Microsoft Edge: Click the three dots in the top right, then click "New InPrivate Window." Other browsers are not recommended or supported by Pops.   If you are not experiencing the issues in incognito mode then you're likely experiencing a local issue. Continue with the steps below.

Question 2

Reset your connection to our servers

Accepted Answer

Local issues can often be resolved by resetting your connections to our servers.    Press and hold the shift key on your keyboard, while simultaneously clicking your browser's refresh button.    If the issue is not resolved, continue with the steps below.

Question 3

Clear your history, cookies, and cache

Accepted Answer

Local issues can often be resolved by clearing your browsing history, cookies, and cache.    Begin here: Close all windows and tabs of your browser. Open a new tab. Press Ctrl + Shift +Del (Cmd + Shift + Delete on a Mac) and follow the directions below for your browser:   Google Chrome: Click the drop-down next to "Time Range" and select "All Time." Check all three boxes for "Browsing history," "Cookies and other site data," and "Cached images and files." Then click "Clear Data." Close and reopen Chrome.  Click the drop-down next to "Time range to clear" and select "Everything." Check the boxes for "Browsing & Download History," "Cookies," and "Cache." Then click "Clear Now." Close and reopen Firefox.  Microsoft Edge: Click the drop-down under "Time Range" and select "All Time." Check the boxes for "Browsing history," "Cookies and other site data," and "Cached images and files." Then click "Clear Now." Close and reopen Edge.  Other browsers are not recommended or supported by Pops.   If the issue is not resolved, continue with the steps below.

Question 4

Disable add-ons and extensions

Accepted Answer

Local issues can also be caused by extensions or add-ons.    In Google Chrome: Click the three dots in the top right corner. Then click "More Tools." Click "Extensions." Then deselect the enabled checkbox.  In Mozilla Firefox: Click the three lines in the top right corner. Then click "Add-ons." Click "Extensions" or "Appearance" panel. Select an add-on and click "Disable." Click "Restart now" (your tabs will be saved and restored after the restart).  In Microsoft Edge: Click the three dots in the top right corner. Then click "Extensions." Right click on an extension and select "Turn Off."  Other browsers are not recommended or supported by Pops.    If you continue to experience the issue, proceed with the steps below.

Question 5

Check your browser's version

Accepted Answer

Go to www.whatismybrowser.com to make sure you are using the latest version of your browser.    View our supported browsers here, if you are not using a supported version or browser, continue with the steps below.

Question 6

Try using a different browser

Accepted Answer

To establish if the issue is browser related, please try accessing the application using a different supported browser.   If using a different browser resolves the issue, we recommend uninstalling and reinstalling the problematic browser.    If this does not resolve the issue, please continue with the steps below.

Question 7

Contact our Quick Support team

Accepted Answer

Please contact our Quick Support team.

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