> For the complete documentation index, see [llms.txt](https://support.paycargo.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://support.paycargo.com/troubleshooting/troubleshooting.md).

# Troubleshooting

Troubleshooting helps identify and correct problems. It focuses on what is not working as expected. Use the steps below to resolve common website issues.

### <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.

For successful cache clearing:

* **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, use one of these 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 can resolve unexpected platform issues, including visual errors and failed payment attempts.

#### <mark style="color:$primary;">Clear cache and cookies: 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. It helps identify whether your browser causes 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* **Bypassing cached data and cookies**, which are common sources of loading issues or outdated information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, saved data, extensions, or profile settings may cause it. Using a private window is often the fastest first troubleshooting step.

#### <mark style="color:$primary;">Open a private window: 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>

Some browsers and devices may not work as well with our platform. PayCargo works on any platform, but you may encounter issues on a specific browser or device:

* **Use a different browser.** PayCargo works best in Google Chrome. Use Chrome when you retry the action. If you already use Chrome, try another browser, such as Microsoft Edge.
* **Use a different device.** PayCargo works best on a laptop or desktop. If you are paying from a mobile browser, retry on a laptop or desktop. If you already use a laptop or desktop, try a mobile device.
* **Check for pop-up blockers.** PayCargo uses pop-ups during payments. If you cannot see certain fields, check your settings and allow pop-ups.

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

Our team may need to take further action before you can retry.

If the steps above do not resolve the issue, our Support team can help.

To help us resolve the issue, provide:

* Your **company name, email,** and **username** on PayCargo
* The **transaction number** you are trying to pay
* The **vendor** you are trying to pay
* The **payment method**, such as a credit card or Automated Clearing House (ACH)
* Any **error message** you receive and a screenshot

<i class="fa-asterisk">:asterisk:</i> If you receive a **Payment Failed** error, do not resubmit the transaction before contacting the PayCargo Support team. Retrying the payment without guidance may result in a temporary hold on part of your credit card balance.

<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">Contact support</a>


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