When you experience unexpected behaviour on a website, there can be many reasons. When you think about it there is a lot of parts working together and it is inevitable you will have the odd challenge from time to time.

When you reach out to our Customer Support Team, we may ask you to  complete a few steps to help diagnose the problem. This will help us find a solution to your problem. 


This clears your browser cache for the website you are on. This forces it to load the most recent version of that page. Cache makes the Website load faster from day to day, but when changes are made to a website this may not always show the most current version due to Cache.

Clicking the “Refresh” arrow on your browser address bar is not a hard refresh. Here’s how you can clear your cache through a hard refresh on any browser:

Google Chrome

  • Windows - Hold down Ctrl and then press F5 on your keyboard.
  • Mac - hold down Cmd and Shift and then press R on your keyboard.


  • For Windows users: hold down Ctrl and then press F5 on your keyboard.
  • Mac users: hold down CMD and Shift and then press R on your keyboard

Safari (Mac Only) 

  • Go to Safari > Empty Cache, or hit Opt + Cmd + E
  • To refresh, click the refresh button on the address bar or press Cmd + R

Microsoft Edge (Formerly Internet Explorer) 

  • Hold down Ctrl and then press F5 on your keyboard.


Please use this with caution as there are a few options you can select to delete data. Unlike a hard reset, this will delete previously stored data such as cookies, history, and passwords. This will allow your computer to save a new copy of this data the next time to access the website.


  • In the top right-hand corner, click on the three dots. Then history and then click on the “history” heading again. On the Left-hand side click “clear browsing history” You will be presented with the following box.

Please ensure all 3 options and selected. Then click on “Advanced”.

Please ensure only the first 4 options are selected. Then click “Clear Data” Close Chrome, and Re-open.


  • In the top right-hand corner, click on the three lines. Then History, then Clear Recent History. Please select the Time range to clear to Everything.

Safari (Mac)

  • Select the “History” Option then Clear History. Choose how far back you want to clear history. We recommend all time.
  • Close Safari and Re-open.

Please ensure all options and ticked, then click OK. Close Chrome and Re-open

Microsoft Edge (Formerly Internet Explorer) 

  • In the top right-hand corner, click on the three dots, then settings. In the next screen, select Privacy, Search and Services on the left-hand side. You will see the heading “Clear Browsing Data” Click on the “choose what to clear” button.

Please only select the first 4 options. Then click “clear Now” Close Edge and reopen. Please note that RosterElf is not supported on Internet Explorer. If you are having troubles, please first update your browser.


A restart will fix so many PC problems is that it will clear your Random Access Memory (RAM). While you are working on the computer, you open and close many programs. There were many logs and temporary caches created in the background process which you do not know about. You do not realize that the footprints are left behind by the background processes.

Mac (OSX)

In the top left-hand corner, click on the Apple Logo. Then select “restart”

Windows 10

In the bottom left-hand corner, click on the windows logo. Then select the power icon and select “restart”

If you are still having challenges, please contact our Customer Support Team