This guide helps with
- Stay calm about a temporary error message
- Try the quick fixes that resolve most errors
- Clear your browser cache when needed
- Note the details that help us if it persists
- Know who to contact for a stubborn error
4 min read
What's happening
An error message rarely means anything serious. Most are temporary and caused by a page that didn't load fully, a session that timed out, or stored browser data that has gone stale. None of this affects your account or balance.
The steps below clear the great majority of errors, and trying them won't cause any harm.
Try this first
- Refresh the page once and see if the error clears.
- Sign out, close the tab, then sign back in from a fresh tab.
- Try a different web browser, if you have one, to see if the issue follows you.
- Check your internet connection is stable.
Step by step: clear your cache
If a refresh doesn't help, stored data in your browser may be the cause. Clearing it often fixes persistent errors:
- Open your browser's settings or history menu.
- Find the option to clear browsing data or cached files.
- Choose to clear cached images and files (you do not need to clear passwords).
- Close the browser fully, reopen it, and sign in to the portal again.
If that didn't work
If the error keeps appearing, make a note of the exact wording and any error code shown, and what you were doing when it appeared. An out-of-date browser can also cause errors — our guide on browsers that aren't supported explains how to check.
Who to contact
If the error won't go away, contact us through the Help Centre with the message wording and what you were trying to do. That helps us pinpoint the cause quickly and get you back on track.
Good to know
- Most error messages are temporary and harmless to your account.
- A refresh or fresh sign-in clears the majority of them.
- Clearing your browser cache fixes many stubborn errors.
- Note the exact wording if you need to contact us.
FAQ
Does an error message mean my account is broken?
No. Errors are almost always temporary display or browser issues. Your account, balance and any arrangement are unaffected by a message on screen.
What does 'clear cache' actually do?
It removes saved copies of web pages your browser has stored. These can become outdated and cause errors, so clearing them lets the portal load fresh, correct pages.
The same error keeps coming back. What now?
Note the exact wording and any code, then contact the Help Centre. Trying a different or updated browser first can also resolve persistent errors.
Still stuck? Our team is happy to help you sort it out.