If you're experiencing issues while using BetterUp, it's possible that the problem is related to your browser or internet connection. By following thee troubleshooting steps below, you can potentially resolve the issue on your own or provide valuable information to our Support Team, helping us assist you more effectively!
For Web Browser
Check your Internet Connection:
- Ensure you have a stable internet connection and check its speed. A slow or unstable connection can lead to issues with loading BetterUp. Check your internet speed here.
- If you are experiencing low speeds, reset your network or contact your internet provider.
Check Your Browser:
- Ensure that you are using a supported browser and that it is the latest version for your operating system. We recommend using the latest version of Chrome or >Safari.
Try a Different Browser:
- Open or log into BetterUp using a different browser. If the issue resolves, it might be specific to the first browser. When contacting the Support Team, let us know the browsers you've tried.
Use Private Browsing:
- Open BetterUp in a private or incognito window. This turns off extensions and add-ons that could interfere with BetterUp. If the issue is resolved in private browsing, proceed to the next steps.
Disable Browser Extensions:
- Temporarily disable any browser extensions that might be causing conflicts with BetterUp.
Restart Your Network Equipment:
- Restart your router or modem to clear its cache.
Try a Different Device or Connection:
- If possible, try accessing BetterUp from a different device or using a different wireless network. If the issue doesn't occur, the problem may be related to your initial device or connection.
If you've attempted the steps above and are still running into issues, contact our Support Team. When reaching out, let us know which steps you've already taken. If necessary, we may request a screenshot of the issue to better understand.
How to Take a Screenshot:
(Note: If you're using an operating system or device not covered in the screenshot guide, please consult the relevant documentation or contact us for further assistance.)
For Mobile App Users
Update the App:
- Ensure that you have the latest version of the BetterUp app installed on your mobile device. Check the app store for any available updates.
Restart the App:
- Close the BetterUp app completely and then reopen it to see if the issue persists.
Restart Your Mobile Device:
- Sometimes, a simple restart can resolve temporary glitches. Restart your mobile device and try accessing BetterUp again.
Check Internet Connection:
- Ensure you have a stable internet connection, either through Wi-Fi or mobile data. A slow or unstable connection can lead to issues with loading BetterUp. Check your internet speed here.
- If you are experiencing low speeds, reset your network or contact your internet provider or mobile carrier.
Clear App Cache (Android):
- If you're using an Android device, you can try clearing the app's cache. Go to "Settings" > "Apps" > "BetterUp" > "Storage" > "Clear Cache."
Reinstall the App:
- If the problem continues, try uninstalling and reinstalling the BetterUp app.