Having log in issues? Got a weird error on the system?
If you are encountering issues when using the admin portal or Wix Editor X - you might simply need a quick reset.
Because most software run in a browser (we call this Software As A Service) you no longer need to restart your computer to get those annoying errors to go away.
You might need to log out and back in again, you might need to clear your browser cache or use a private window as part of troubleshooting to get back up and running again.
Please choose a link below to go to the instructions needed.
Logout
Private/Incognito
Clear your Cache
Mobile Devices
Logout
Our recommended first step - no matter what type of computer or device you are using is to logout and back in again.
To log out of the PlayHQ administration portal you need to find your name at the bottom left hand corner of your browser window.
If this arrow is down, click it and some other options will appear underneath.
Here you can select logout.
Once you click logout - you will be returned to the login screen.
Login as normal.
Re-attempt the process that led you to us in the first place.
If that is not successful, you might need to get more serious with your troubleshooting and try some of the next steps.
Private/Incognito Browsing
Private or incognito browsing allows you to browse the internet without an history, cookies or prefilled login credentials which can get tangled up behind the scenes and cause all sorts of havoc.
To use a private or incognito window - you need to open it first and copy the website address you want to visit into the address bar.
Not all browsers behave exactly alike - but here is a guide for the 4 most popular browser - to use a private or incognito window session.
Chrome
Have your browser window open, in the top left there are 3 dots (known in the industry as "The Kebab Menu".
Click these dots and a menu appears
Choose New Incognito - a new window will appear - you can browse or search as normal from this window
For more information on Chrome Incognito browsing - please head to Chrome Help
Firefox (Mozilla)
Select the hamburger menu located in the top right corner, and then choose New private window.
A new window will then appear with the Private Browsing home page. A Private Browsing windows have a purple mask icon in the tab and at the top right-hand side of the window.
Safari
To start a private browsing session in Safari on a Mac/Macbook - please follow the instructions below
Microsoft Edge/Internet Explorer
To start a private browsing session in Microsoft Edge/Internet Explorer, select the three dot menu in the top right corner and then select New InPrivate window. You can also press Ctrl + Shift + N on your keyboard.
A new Edge private browsing window will then appear. You will know this is a private browsing session because this will be indicated on the home page in addition to information about what InPrivate browsing does and does not do. There will also be a blue InPrivate logo in the top-right corner of the window.
Clearing your cache
In many ways, a cache can be beneficial, it allows webpages to load quickly by storing images, code, and other files to avoid redownloading them repeatedly every time you visit a site. Essentially, a cache makes it easy to quickly retrieve data, which in turn helps devices run faster.
However, sometimes a website may not behave in a way that we expect it to, in which case, clearing the cache can help fix the issue. In other words, sometimes there can be a difference between the version the stored cache on your computer and the version that is being loaded from the web. This can lead to glitches and clearing the cache can often help when nothing else seems to.
The process of clearing your cache varies between different web browser.
Chrome
Go to the three-dot menu located at the upper right-hand side of Chrome, then select More tools > Clear browsing data. You can also press Ctrl + Shift + Delete.
This will open a dialog box to delete your browsing history, as well as your download history (it won't delete the actual downloaded files), cookies, cached images, and files. By selecting Advanced, you can also delete passwords, auto-fill data, site settings and hosted app data.
You can choose to clear information from the last hour, 24 hours, 7 days, 4 weeks, or all of it. Select the Cached images and files and press Clear data.
Firefox (Mozilla)
When using Firefox, go to the hamburger menu located at the top-right hand corner of the screen and select Settings.
Before clearing your cache check the Sync section in the main menu located on the left-hand side —if you've signed on with a Mozilla Firefox account, your history (plus bookmarks, tabs, passwords, and preferences) may be synced with your other PCs and devices using Firefox, even on smartphones. If you do not wish for cache to be cleared on other devices, please ensure you are signed out of Firefox.
In, select Privacy & Security. This section will allow you to adjust a range of security settings as you please, however, to clear your cache, scroll down to History.
Set Firefox to remember, to never remember, or use custom settings for history e.g., remember history, but not cookies.
You will then have an option to Clear History, when this button is selected, a pop-up window will appear. Pick a time range to clear (one, two, four, or 24 hours—or everything), and what data to remove (history, logins, forms/search, cookies, and cache). Once you are satisfied with this, select OK to confirm the clear.
Safari
Microsoft Edge/Internet Explorer
There are several ways to find the browser history on Microsoft Edge. The quickest way is to press Ctrl + Shift + Delete. You can also type edge://settings/clearBrowserData in the address bar. Alternatively, select the three dots in the top right-hand corner and select Settings > Settings (again) > Privacy, search, and services > Clear Browsing Data and then select Choose what to clear.
You will also see an option to Choose what to clear every time you close the browser, you will be able to select from a range of options. You can activate these by turning the toggle on.
A dialog box will then appear, select Cached images and files (and any other info you would like to delete), then select Clear now.
For information regarding error messages on PlayHQ, please click here.
Mobile Devices
Safari (iOS)
Private Browsing
Open Safari on your iPhone and click the icon at the bottom that looks like two squares one behind the other as per below
For iOS 14
Once you click on this you will see an option to make it private and open a new tab
You will then see this window (or similar)
For iOS 15 - Similar to iOS 14 - touch the icon as per below
The window that opens is slightly different to iOS 14 - it has tabs and other options
Touch Private and then you get the next window
Once you have a private window - you can browse to sites as you normally would.
iPad
For iPad - you can open Safari as normal and click the icon as per below (same icon as iPhone, just in different location)
Then you have the option to open a Private window - select private
You then get this screen
You can then browse sites as you normally would
Clearing cache/history on iOS
iPhone
To clear your internet cache/browsing history on your iPhone you need to do this via the phone and app settings
Open settings
navigate/scroll to safari in the settings menu
Click on Safari to open up the options and scroll down until you see Clear History and Website data as per below
Select Clear History and Website Data and you will get the below
Select the Clear History and Data .
NB :Your Cache/Website history will be cleared and you can go back into Safari and browse normally (note your bookmarks/favourites are not affected by this process.
iPad
Open Settings on your iPad
Scroll down in settings until you see Safari on the left - select it and options will open on the right
Scroll down on the right until you see Clear History and Website Data
Select to clear and you are presented with a Clear or Cancel option - click/press clear to clear the data
NB :Your Cache/Website history will be cleared and you can go back into Safari and browse normally (note your bookmarks/favourites are not affected by this process.