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General Troubleshooting
General Troubleshooting

When you experience problems with the SponsorUnited platform, follow these basic troubleshooting steps in an attempt to resolve the issue.

Updated over a week ago
  1. Refresh the page. This may seem like a simple step, but it can often fix minor problems. To refresh a page, simply click the refresh button on your browser or press the F5 key (or CMD+R, Mac) on your keyboard.

  2. Refresh your cache and cookies. Your browser's cache and cookies can sometimes become corrupted, which can lead to problems. To refresh your cache and cookies, follow the instructions for your specific browser.

  3. Check your browser storage. Some browsers, such as Chrome, allow you to store files and data in your browser's local storage. If these files become corrupted, it can cause problems. To check your browser storage, follow the instructions for your specific browser.

  4. Log out and log back in. Click your name in the top right corner of the SponsorUnited platform. Select “Logout” from the dropdown. To log back in, enter your email and password on the login screen.

  5. Try a different browser. If you are experiencing problems with one browser, try using a different one. This can help determine if the problem is with your browser or with the SponsorUnited platform.

  6. Use Incognito Mode. Incognito Mode is a special mode in your browser that allows you to browse the web without saving your history, cookies, or other data.

  7. Restart your computer. Sometimes, a simple restart can fix problems that you are experiencing. To restart your computer, simply hold down the Ctrl+Alt+Delete keys and then select Restart.

  8. Try on a different device. If you are experiencing problems with a website or app, try logging in on a different device. This can help to determine if the problem is with your device or with the website or app itself.

  9. Try a different network. If you are experiencing problems with a website or app over a wifi network, try using a different network, such as your cellular data. This can help to determine if the problem is with your network or with the website or app itself.

If You Still Need Help

  • If you are still unable to resolve the problem, reach out to SponsorUnited’s On-Demand team using the messenger located in the bottom right corner of the platform (or email us at clientservices@sponsorunited.com).

  • When reaching out, share as much information as possible, including screenshots and specific error messages you may have received as well as what steps you have already taken to try to resolve the issue.

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