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Troubleshooting

If you are experiencing any issues with the website then first, please make sure your device and web browser is up to date. You can fix most issues by clearing the cache and cookies of your web browser. This is because it stores old versions of the website for improved performance, but if we update the website, your browser may not pick up the changes and try to load one of these old versions.

How to clear your cookies and cache

On Chrome

1. Click on the 3 dots in a vertical line on the top right corner
2. Click on History
3. Click on Clear browsing data on the left sidebar
4. In the popup that appears, choose a ‘time range’ and the options Cookies and Other site data and Cached Images and files
5. Click on Clear data

On Microsoft Edge

1. Click on the 3 dots in a horizontal line on the top right corner
2. Click on Settings
3. Under the Clear browsing data option, click on Choose what to clear
4. Select the checkbox Cookies and saved website data and Cached data and files
5. Click on the Clear button

On Firefox

1. Click on the 3 vertical lines on the top right corner
2. Click on Library and then History
3. Click on Clear Recent History
4. In the popup that appears, choose a ‘time range’ and the options Cookies, Cache, etc.
5. Click on Clear Now

On Safari

1. On the keyboard, press Command+Y
2. Click on Clear browser history
3. In the popup that appears, select the time range and then click on Clear History

The keyboard shortcuts for the same are:

• For windows, “Ctrl+Shift+R”
• For Mac, “Command+Shift+E”

The above steps should clear your browser cache and cookies. However, if you still have problems, please contact us.

Although Member Self Service (MSS), should work fine with most mobile devices, we cannot support any particular mobile device due to the vast range of hardware and software versions available.