So, you've encountered an issue or an error code while using the website. Let's walk through some steps to isolate what the problem may be.
First, it may seem redundant, but trying another browser to see if this is a browser-related error will significantly help resolve your issue. Please note which browsers you encounter the error in, as you can use this information when contacting us.
Secondly, we can look into a browser's console to see if there is a specific error message, which will provide our support team with a huge clue about solving the problem. We only ask that you try to reproduce the issue with your browser’s developer console open—first with the Console tab visible, then with the Network tab visible.
Record your screen or capture a screenshot of any error message, then send it to us along with a description of your experience.
Need help creating a screenshot or a screen recording? Have a look here!
For Google Chrome:
- Right-click on the page where you're experiencing the issue, and select Inspect from the menu
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In the developer tools panel that opens, select the Console tab
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Ensure that the Console tab remains open when reproducing the issue. If you do not immediately see errors, refresh the page or perform the action again while the console is open, to capture any error messages
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Next, switch to the Network tab in the same developer tools panel
- Reproduce the issue again. The Network tab must be open before reproducing the issue, to properly capture network activity. Refresh the page or repeat the action that causes the issue to record relevant network logs
Sharing both of these will give us more insight into where the error is occurring.
Check out the official Chrome developer page if you would like any more in-depth information and visual guidance.
For Firefox:
- In Firefox, navigate to Tools > Browser Tools > Web Developer Tools
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In the developer tools panel that opens, select the Console tab
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Ensure that the Console tab remains open when reproducing the issue. If you do not immediately see errors, refresh the page or perform the action again while the console is open, to capture any error messages
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Next, switch to the Network tab in the same developer tools panel
- Reproduce the issue again. The Network tab must be open before reproducing the issue, to properly capture network activity. Refresh the page or repeat the action that causes the issue to record relevant network logs
Mozilla, the company that develops the Firefox browser, has provided additional information and screenshots of what you should see here.
For Microsoft Edge:
- Right-click on the page you are having an error on and click Inspect
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In the developer tools panel that opens, select the Console tab
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Ensure that the Console tab remains open when reproducing the issue. If you do not immediately see errors, refresh the page or perform the action again while the console is open, to capture any error messages
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Next, switch to the Network tab in the same developer tools panel
- Reproduce the issue again. The Network tab must be open before reproducing the issue, to properly capture network activity. Refresh the page or repeat the action that causes the issue to record relevant network logs
Have a look at Microsoft's documentation for further detailed steps and visuals.
For Safari:
- Open Safari Settings
- Go to the Advanced tab > enable Show features for web developers
- Once the Develop menu is enabled, you can find it in the Safari menu bar
- Tap on Develop > click on Show Web Inspector
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In the developer tools panel that opens, select the Console tab
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Ensure that the Console tab remains open when reproducing the issue. If you do not immediately see errors, refresh the page or perform the action again while the console is open, to capture any error messages
-
Next, switch to the Network tab in the same developer tools panel
- Reproduce the issue again. The Network tab must be open before reproducing the issue, to properly capture network activity. Refresh the page or repeat the action that causes the issue to record relevant network logs