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Note: Recharge is rolling out a new merchant portal experience. You may notice that some articles still reflect the old navigation. We are in the process of updating our guides to reflect these changes.

Browser Troubleshooting Guide

Relevant to: Shopify Checkout Integration Recharge Checkout on BigCommerce BigCommerce Integration Migrated Shopify Checkout Integration

If you are having trouble accessing the Recharge app or making changes within the app, the issue may be related to your browser. This guide lists supported browsers and tips for troubleshooting browser issues.

Update: Recharge has removed support for TLS v1.1 to better protect the data of anyone accessing the Recharge app and customer portals. If you have trouble loading Recharge pages, your browser may need to be updated to support TLS v1.3. Visit the external guide How to update your web browser to find instructions specific to your browser.

Supported browsers

Recharge supports up to the last two versions available for each supported browser. If you are using a version of a supported browser that is older than the last two versions, we cannot guarantee full functionality. We recommend keeping your browser up to date. 

Troubleshoot browser issues

If you are having trouble accessing Recharge or making changes, check the following:

  • Check that you’re using a supported browser.
  • Make sure your browser is up-to-date and you are using the latest available version.
  • Try accessing Recharge from a different browser. If you do not encounter the same issue, the problem is likely isolated to the first browser.
  • Open the Recharge app in incognito or a private browser. It will turn off extensions or add-ons that may affect Recharge.

If the issue does not appear in a private browser or when using a different browser, try the following steps to resolve the issue:

  • Clear your cache. For more information, visit Refresh your cache.
  • Make sure to update your browser to the latest version.
  • Confirm if Javascript and cookies are enabled on your browser. If not, they will need to be enabled to access Recharge. To see what is enabled, visit What is my browser.
  • Disable browser extensions and add-ons.

I am getting the message "Sign in with your Shopify store"

This can happen when cookies are disabled in your browser, specifically in Google Chrome. 

  1. On your computer, open Chrome.
  2. At the top right, click More Settings (the three vertical dots).
  3. Click Settings.
  4. Under Privacy and security click Cookies and other site data.
  5. Click the radio button for Allow all cookies.
Note: You may need to restart the browser after making these changes.

The settings may be different depending on your browser. Visit Enable cookies to see an explanation on how to enable and disable third-party cookies.

I see a blank page when accessing the app

Some browsers may block pop-ups or redirections. If you encounter a blank page while accessing the Recharge app, you may need to enable pop-ups to access the website:

Google Chrome

If you are using Chrome, you can also click the Pop-up blocker icon and disable the settings. Access the page by clicking the link provided.

some-google-chrome-extensions-are-blocking-middle-click-actions-popup-blocker-png-1000_430.png

Safari 

If you are using Safari (version: 14.1.1), you may need to edit your privacy settings.

  1. Click Safari in the top menu and select Preferences.
  2. Click Privacy in the pop-up.
  3. Deselect Prevent cross-site tracking and Block all cookies. 

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