Something is not working on the website

If you are experiencing an issue with the website there are some steps that you can take to try to resolve the issue. If that does not solve the problem, then there is specific information we will need from you to be able to help. Please read this article to try to solve the issue for yourself first, and if that does not work, please provide the information we need in your support ticket so we can help you.

Some issues that commonly happen with websites that are due to the user's device or browser. Since users can customize their browser extensions and add-ons (like ad blockers), they may interfere with the code that is written for a website and cause errors. In our experience, some common issues like this can be things like part of the website not scrolling properly, a video not loading, not being able to see some text or poorly sized fonts, security warnings in browsers, etc.

On our website, we also use some special functionality which cause rare issues for users depending on their browser and device, such as our signature pad when executing documents like the terms and conditions.

If your issue sounds like one of the above things or aren't sure how to troubleshoot problems with websites, please:

• Try opening the website in an incognoto window, or private mode (depending on the browser) and repeat the action to see if it persists.
• Clear the cache on your browser, refresh the page, and try again. If you do not know how to do that, search the internet for "clearing my cache on {insert your browser name here}".
• Try using another device.

Nine times out of ten this resolves issues like the ones we described above. 

If you are having an issue related to your account, being able to access some content, or if the above steps don't solve the problem for you, we need information to be able to provide support. All of the following information isn't always necessary, but providing it up front will save all parties time in resolving any issues.

What We Need From You

• What you are trying to do (access the community forum, watch a video, download my documents, register for an event, sign a document, etc).
• What is actually happening (I'm redirected to the sign up page, I see an error page or message, the document isn't showing in my account, etc).
• What browser you are using (Chrome, Firefox, Safari, Brave, etc).
• What kind of device you are using (tablet, phone, desktop) and its operating system (Ubuntu, Windows, MacOs, iOS, Android, etc).
• The URL of the page you are experiencing the issue on (for example, https://www.houseofmarkus.org/user/account).
• As detailed of a description about what is happening as possible, including exact wording of error messages or what you are seeing.
• If possible, please also provide screenshots of what you are seeing when you experience the problem.

For example:

I am trying to watch the recording of last week's members' meeting. I start on the video library page ( https://www.houseofmarkus.org/library/browse/videos ) and click the video for "Weekly Members' Update and Q&A 2022-08-10". An error message pops up on my screen saying "Access Not Authorized" and the page does not update to show the video. I am using the Chrome browser on a desktop computer using the Ubuntu Linux operating system. {Screenshot of page with error message attached}

Once we have all of the information we need we will work to make sure your experience of the site is as intended.