Browser Troubleshooting Steps
Mark Weisberg avatar
Written by Mark Weisberg
Updated over a week ago

Suppose your browser is having an issue and is one of our supported browsers. In that case, we always recommend checking for updates and running any available updates before contacting support, as this often resolves any problems. We also recommend clearing your browser cache and trying the workflow again.

If, after updating your supported browser and clearing your cache, you still experience issues, we will need further information in order to troubleshoot.

We will need information via your Console logs if the issue relates to the checkout process.

  1. Refresh your screen and/or go out of that view and go back

  2. Open your browser inspector (or Dev Tools) by right-clicking the mouse in the browser, and going to the Console tab in the new window that opens. If you're using Chrome, if you don’t see the Develop menu in the menu bar, choose Safari > Preferences, click Advanced, then select “Show Develop menu in menu bar”

  3. Proceed to update your credit card

  4. Look in the Console for red errors, if there are red errors, expand the errors and take a screenshot & send it to support

  5. If no errors are in the Console, then go to the Network tab and do the same for the red errors if they are there

  6. If no errors in either the Console or Network tab, please state this information

  7. Please provide the last 4 digits of the new credit card number you just tried and the Devs will look in the logs.

  8. Please let us know what browser was used, and the browser version

  9. Please let us know what desktop or laptop device and model you were using

If the issue relates to any other workflow not relating to payments, we will need your HAR file. Make sure to clear your cache and browser history before performing these steps.

For Firefox Browsers -

  1. Start Firefox Developer Tools in Network mode (Top right menu > Developer > Network, or ctrl-shift-E)

  2. Reproduce the issue

  3. Save the capture by right-clicking on the grid and choosing "Save all as HAR"

  4. Export the capture to a HAR file

  5. Send this file to support along with a description of the steps you took to reproduce the issue

For Chrome Browsers -

You can record your HTTP session using the Network tab in the Developer Tools in Chrome.

  1. Open the Developer Tools from the menu (Menu > More Tools > Developer tools), or by pressing Ctrl+Shift+C on your keyboard

  2. Click on the Network tab

  3. Look for a round button at the top left of the Network tab. Make sure it is red. If it is grey, click it once to start recording.

  4. Check the box next to the Preserve log

  5. You can use the clear button (a circle with a diagonal line through it) right before trying to reproduce the issue to remove unnecessary header information

  6. Reproduce the issue

  7. Save the capture by right-clicking on the grid and choosing "Save as HAR with Content"

  8. Send this file to support along with a description of the steps you took to reproduce the issue

For Safari Browsers -

  1. Open the Develop menu and select Show Web Inspector.

  2. Click the Network tab and complete the activity that is causing issues.

  3. Click the Export icon on the far right of the network tab and save the HAR file.

  4. Send this file to support via your support ticket along with the steps you took to reproduce the issue

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