General troubleshooting
If you're experiencing any type of error with the client portal or a feature isn't functioning as expected, try these basic troubleshooting steps. These topics should help you to narrow down the issue and find a solution.
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Go incognito
Attempt the action again using your browser's incognito mode (also called private browsing).
If the issue doesn't happen again, proceed to the next article section.
Tip! Changing a browser is better than using incognito mode, as it retains some browser information.
Clear cache & cookies
Clear your cache and cookies. This can often resolve issues caused by stored data. Follow these steps based on your browser:
If the issue persists, move to the next topic.
Test another browser
Try using a different browser to see if the problem persists. Make note of the browser name and version if the issue is specific to one browser.
If it doesn't help, contact your accountant, describe your situation and wait for a solution. You can also report a bug if you are sure that the portal is not functioning as it should.