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Website support

What to do if you're having website problems

If you are having issues with our website or the online account, following these 4 steps may help you solve the problem.

1. Make sure your browser is up to date

Your web browser is the software you use to access the internet. You should update your browser as soon as it is out of date. If you use an older version of any browser, your online experience will likely be affected.

Updating your browser will mean:

  • your computer may be more secure
  • it’ll likely be faster to use the internet
  • you should be able to use our website and online account as intended

Supported browsers

We support the latest versions of:

  • Google Chrome
  • Microsoft Edge
  • Firefox
  • Safari
  • and Internet Explorer 11

Find out which browser you’re using and if it’s up to date.

Read more about how to stay safe online.

2. Operating systems

Check that we support your operating system. We support:

  • PCs running Windows 7 or higher 
  • PCs running MacOS 10.10 or higher 
  • Android devices running Lollipop(Android 5.0) or higher
  • Iphone/Ipads running iOS 8.1 or higher

3. Cookies

All cookies, including third-party cookies, need to be enabled in order to use our website.

Check your cookie settings.

Your third-party cookies may be set to ‘no’. If they’re currently disabled, you can read more about how to enable third-party cookies. You may need to speak to your IT department if you are using a work computer or device.

If you are using Safari, you should also disable ‘prevent cross-site tracking’. Once that's done, restart Safari to make sure the setting takes full effect.

4. JavaScript

We continue to improve the way our website works, but some elements of the website must have JavaScript enabled to give you the best online experience.

Check your JavaScript settings.

If they’re currently disabled, you can read more about how to enable JavaScript. You may need to speak to your IT department if you are using a work computer or device.

Still having trouble?

If you have tried all the above and you’re still not able to use the website as expected, please email [email protected]. When you tell us about a website or online account issue, please include screenshots and as many details as possible.

 

Last updated: 28 July 2020

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