# Troubleshooting

## What is troubleshooting?

Troubleshooting is a process used to identify what is causing a problem and correct it. It focuses on understanding what is not working as expected and taking appropriate actions to restore normal operation. The actions listed below are some of the best ways to resolve common issues when attempting to navigate our website.

### <mark style="color:$primary;">Clearing cache and cookies</mark>

Clearing cache and cookies helps refresh your browser data and can resolve issues caused by stored or outdated information.

To ensure the cache is cleared successfully, please note the following:

* **Keep only one browser tab open:** Cached data will not clear properly if multiple tabs are open within the same browser.
* **After clearing the cache:** close the browser window and reopen Chrome before continuing. You may then resume browsing with refreshed browser data.

**For Apple (macOS) users:**\
Closing a browser window does not automatically quit the application. To fully exit the browser after clearing the cache, please use one of the following methods:

* Select the application name in the top-left menu bar and choose **Quit**
* Locate the application icon in the Dock, right-click (or two-finger click), and select **Quit**

This step is one of the main ways to resolve issues within our platform that seem out of the ordinary, such as visual errors you may notice or failed payment attempts.

#### <mark style="color:$primary;">How to Clear Cache and Cookies Internet Browser Support Links:</mark>

<i class="fa-google">:google:</i> **Google Chrome:** [Clear cache & cookies](https://support.google.com/accounts/answer/32050?hl=en\&co=GENIE.Platform%3DDesktop)

<i class="fa-edge">:edge:</i> **Microsoft Edge:** [How to manage and clear your cache and cookies](https://www.microsoft.com/en-us/edge/learning-center/how-to-manage-and-clear-your-cache-and-cookies?form=MA13I2)

<i class="fa-firefox">:firefox:</i> **Firefox:** [Clear cookies and site data in Firefox](https://support.mozilla.org/en-US/kb/clear-cookies-and-site-data-firefox)

<i class="fa-safari">:safari:</i> **Safari:** [Clear cookies in Safari on Mac](https://support.apple.com/guide/safari/manage-cookies-sfri11471/16.1/mac/13.0)

### <mark style="color:$primary;">Using a private/incognito window</mark>

A private window creates a clean browsing session, which helps isolate the root cause of the issue by:

* **Bypassing cached data and cookies**, which are common sources of loading issues or outdated information
* **Signing you out by default**, helping determine whether the issue is related to user-specific settings, permissions, or account synchronization
* **Disabling most browser extensions**, which can interfere with site functionality
* **Simulating a first-time visit**, making it easier to identify whether browser settings are contributing to the issue

If the issue does not occur in a private window, it is likely related to saved browser data, extensions, or profile settings in your standard browsing session. Using a private window is often the fastest and most effective first step in diagnosing these types of errors.

#### <mark style="color:$primary;">How to open a Private Window Internet Browser Support Links:</mark>

<i class="fa-google">:google:</i> **Google Chrome:** [Browse in Incognito mode](https://support.google.com/chrome/answer/95464?hl=en\&ref_topic=9845306\&sjid=7705920699730589857-NA)

<i class="fa-edge">:edge:</i> **Microsoft Edge:** [Browse InPrivate in Microsoft Edge](https://support.microsoft.com/en-us/microsoft-edge/browse-inprivate-in-microsoft-edge-cd2c9a48-0bc4-b98e-5e46-ac40c84e27e2)

<i class="fa-firefox">:firefox:</i> **Firefox: Private Browsing:** [Use Firefox without saving history](https://support.mozilla.org/en-US/kb/private-browsing-use-firefox-without-history)

<i class="fa-safari">:safari:</i> **Safari**: [Keep your browsing history private in Safari and Maps](https://support.apple.com/guide/personal-safety/keep-your-browsing-history-private-ips375e6d608/web)

### <mark style="color:$primary;">Using a different browser/device</mark>

Sometimes issues may arise as some internet browsers or devices may not be as compatible with our platform. Though PayCargo is able to be accessed through any platform, there are times you may encounter issues on one browser or device compared to another:

* **Use a different internet browser.** PayCargo is most compatible with the Google Chrome browser. We would recommend using this browser when reattempting your action on PayCargo. If you are already using the Google Chrome browser, please reattempt using another browser, such as Microsoft Edge.
* **Use a different device.** PayCargo is most efficient when used on a laptop or desktop. If you are attempting to make your payment on your mobile browser, please reattempt your payment on a laptop or desktop. If you are already using a laptop or desktop, please make an attempt on your mobile device.
* **Ensure there are no pop-up blockers.** PayCargo uses pop-ups during the process of making payments on the platform. If you experience an issue where you do not view certain fields, please review your settings to confirm that you have allowed pop-ups to occur.

### <mark style="color:$primary;">Contact Support</mark>

Some errors may require further actions by our team before you are able to reattempt your intended action.&#x20;

If you have already tried the troubleshooting steps above with no success, our Support Team is available to assist you.&#x20;

To help us resolve the issue as efficiently as possible, please be prepared to provide the following information:

* Your **company name, email,** and **username** on PayCargo
* **Transaction number** attempting to pay
* The **Vendor** you are attempting to pay
* The **payment method** you are using to make your payment (i.e. credit card or ACH)
* Any **error message** you may have received when attempting your action with a screenshot

<i class="fa-asterisk">:asterisk:</i> If you receive a **Payment Failed** error, please do not attempt to resubmit the transaction until you have contacted the PayCargo Support Team. Retrying the payment without guidance may result in a temporary hold on a portion of your credit card balance by your card issuer.

<a href="mailto:support@paycargo.com?subject=Troubleshooting%20help&#x26;body=Hello%2C%0D%0A%0D%0AI%20need%20help%20troubleshooting%20an%20error.%20Here%20are%20my%20details.%0D%0A%0D%0AYour%20company%20name%20in%20PayCargo%3A%0D%0AEmail%20addresss%3A%0D%0APayCargo%20username%3A%0D%0ATransaction%20number%20attempting%20to%20pay%3A%0D%0AThe%20Vendor%20you%20are%20attempting%20to%20pay%3A%0D%0APayment%20method%20(i.e.%20credit%20card%2C%20ACH%2C%20etc.)%3A%0D%0AError%20messages%20(include%20screenshots)%3A" class="button primary">Connect with Us!</a>


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