This guide helps with
- Resolve the most common issues on a mobile device
- Refresh or restart to clear temporary glitches
- Check your connection and app or browser version
- Switch to a computer if a task is tricky on mobile
- Know who to contact if problems continue
4 min read
What's happening
Phones are handy for checking your account on the go, but they can occasionally struggle where a computer wouldn't — usually because of a patchy connection, an out-of-date app or browser, or simply the smaller screen making buttons harder to use. None of this means anything is wrong with your account.
Most mobile issues clear with a few quick steps.
Try this first
- Check you have a stable internet connection, and try switching between wi-fi and mobile data.
- Close the app or browser fully and reopen it.
- Restart your phone — this clears a surprising number of glitches.
- Make sure your app or mobile browser is up to date.
Step by step
- Fully close the portal in your app or browser, not just minimise it.
- Reopen it and sign in from the Help Centre.
- If a button or form is hard to use, try turning your phone sideways for a wider view.
- If a task still won't work, try the same step on a computer, where larger pages can be easier.
If that didn't work
If the problem is with a particular action — such as a download or an error message — our guides on downloading documents and clearing a portal error cover those in more detail and apply on mobile too.
Who to contact
If your phone keeps giving you trouble, contact us through the Help Centre. And remember, everything you need to resolve your account can be done without a phone — a guest payment using your reference number is always available.
Good to know
- Mobile issues are usually connection, app version, or screen size.
- Restarting the app or phone clears many glitches.
- Keep your app or browser up to date for smooth use.
- Switch to a computer if a task is awkward on mobile.
FAQ
The portal works on my computer but not my phone. Why?
Phones can be affected by a weaker connection, an out-of-date app or browser, or the smaller screen. Updating and restarting usually sorts it; otherwise a computer is a reliable fallback.
Should I update my app?
Yes. An out-of-date app or browser is a common cause of mobile problems. Keeping it current helps everything run smoothly and securely.
Can I do everything on my phone?
Most things, yes. For a fiddly task it can be easier on a computer, but you can always pay and contact us from anywhere using just your reference number.
Still stuck? Our team is happy to help you sort it out.