Questions to ask the customer:

• Which browser are you using (Chrome, Safari, Edge, Firefox)?
• Are you on a computer or a mobile phone?
• What issue are you trying to fix (site not loading, old version showing, login problems)?
• Can you try opening the website in an incognito/private window first?

Procedures:

• Quick test: Open the website in an incognito/private window. If it works there, it is likely a cache issue.
• Hard refresh (Desktop): Windows = Ctrl + F5 (or Ctrl + Shift + R), Mac = Cmd + Shift + R.
• Chrome (Desktop): Settings → Privacy and security → Clear browsing data → Select “Cached images and files” → Clear data.
• Edge (Desktop): Settings → Privacy, search, and services → Clear browsing data → Choose what to clear → Select “Cached images and files” → Clear now.
• Firefox (Desktop): Settings → Privacy & Security → Cookies and Site Data → Clear Data → Select “Cached Web Content” → Clear.
• Safari (Mac): Safari → Settings/Preferences → Advanced → Enable “Show Develop menu” → Develop → Empty Caches.
• iPhone Safari: Settings → Safari → Clear History and Website Data.
• Android Chrome: Chrome → Settings → Privacy and security → Clear browsing data → Select “Cached images and files” → Clear data.
• After clearing cache, fully close and reopen the browser, then reload the page.
• If the issue persists, collect a screenshot and escalate to technical support.

Priorities:

• High (1h): Cache is blocking checkout, lead forms, or a live campaign landing page.
• Medium (1 day): The issue affects normal browsing/login for a single user or device.
• Low (2 days): General guidance request without urgency.