Before reaching out to the Support team, we recommend trying the following troubleshooting steps. These actions can help resolve common issues quickly.
If you're using Factorial on a web browser
Follow these steps in order, starting with the least disruptive:
-
Restart your device and log in again
This can resolve temporary issues affecting your session. -
Check for browser updates and install the latest version
Make sure your browser is up to date. -
Check your device software and update if necessary
Ensure your operating system is running the latest version. -
Try a different browser (e.g., Chrome, Firefox, Safari)
This helps determine if the issue is browser-specific. -
Test on another device to see if the issue is device-specific
Log in from a different computer or device. -
Clear cache and cookies in your browser — make sure to select “All time” as the time range
This ensures all stored data is removed, not just recent activity.
If you're using the Factorial mobile app
Follow these steps in order:
-
Restart your device and try again
This can fix temporary issues with the app. -
Check for app updates in the App Store (iOS) or Google Play (Android)
Make sure you’re using the latest version of the app. -
Make sure your device software (iOS or Android) is updated to the latest version
Keeping your device updated helps prevent compatibility issues. -
Clear cache and app data from your device settings (this will log you out of the app)
This removes stored data and may resolve persistent issues.
If the issue persists after trying all the steps above, please contact the Support team and provide as much detail as possible about the problem.
When to Contact Support
If the problem persists after trying all the steps above:
- Collect the following information:
- Device model
- Operating system and version
- Browser type and version (if on web)
- App version (if on mobile)
- Contact Factorial Support and provide these details along with a description of the issue.
This ensures our team can investigate faster and provide an effective solution.
Tips and Best Practices
- Always update your browser and app regularly for best performance.
- Clearing cache and cookies solves many loading or display issues.
- Trying on a different device helps identify whether the problem is local or system-wide.