Display or browser problems
What to check when a guide looks wrong, loads slowly or behaves oddly on a particular device or browser.
Updated
Guides work in current versions of Safari, Chrome, Edge and Firefox, on phones, tablets and computers.
The guide looks wrong
Reload the page. A guide opened before a change shows the old version until it is reloaded.
Check the browser is up to date. Very old browsers are the most common cause of layout problems.
Try another browser. If it looks right in one and wrong in another, the problem is the browser rather than your guide.
The guide will not load at all
Check the connection. A guide needs an internet connection. A guest who has just arrived may have no signal and not yet be on your Wi-Fi.
Check the guide is active. An inactive guide shows a not-found page.
Check the link is complete. Messaging apps sometimes wrap long links across two lines, and only part gets tapped.
Images are not appearing
Usually a slow or intermittent connection. Reloading once the guest is on Wi-Fi normally resolves it.
If an image never appears on any device, re-upload it from the media library.
Something works for you but not for a guest
You are signed in and they are not. Open the guide in a private browsing window to see what they see — this catches inactive guides and content hidden in that particular guide.
Private browsing and stored preferences
Guests using private or incognito mode start fresh each visit. That is normal and does not affect their ability to read the guide.
Still stuck?
Send us the guide address, the device and browser, and a description or screenshot of what the guest sees. That is usually enough for us to reproduce it.
