Troubleshooting
Page not loading or showing an error
If a page fails to load or shows an error after an update, do a hard refresh. A normal refresh may not be enough, because your browser can keep the previous version of the app in its cache.
| Device | Hard refresh |
|---|---|
| Mac | Press Cmd + Shift + R |
| Windows / Linux | Press Ctrl + Shift + R |
| iPhone / iPad | Close the tab completely and reopen SELF |
| Android | Tap the three-dot menu and choose Reload, or close and reopen the tab |
In most cases the app recovers by itself, but if you see a blank page or an error, this is the fix.
Why updates need a reload
SELF is improving quickly, so new features and fixes ship often. Each update needs a reload so your browser runs the latest version.
When an update is ready, look for a system message at the bottom of your screen asking you to reload. If something looks wrong after an update, do a hard refresh.
Desktop site on a phone
On a phone, use SELF in the normal mobile layout. If your browser is set to request the desktop site, SELF shows the desktop layout shrunk to fit your phone, and menus and text become too small to use. Turn that browser setting off to get the mobile layout back.
Push notifications not arriving
Turn on push notifications in Settings → Notifications, and allow notifications for SELF in your device or browser settings. Notifications tell you about things like prize draw wins and replies from the SELF team, even when the app is closed.
- iPhone and iPad. Push notifications need iOS 16.4 or later and only work in Safari, once SELF is added to your home screen. In Safari, tap Share → Add to Home Screen, open SELF from the new icon, then turn on notifications. Apple doesn't allow notifications for web apps in Chrome or Firefox on iOS.
- Android and desktop. Allow notifications when your browser asks. If Settings → Notifications says Blocked, allow notifications for self.app in your browser's site settings.
A menu item is missing
You may have hidden it. Go to Settings → Appearance → Navigation Order and tap the eye icon next to the item to show it again.
Only SELF AI, Messenger, Mail, Calendar and Vault can be hidden. Mail, Calendar and Vault are part of SELF Connect.
Check your app version
Your app version is shown under your name in Settings → Privacy → About You. When we release an update, you'll get an alert, and it's announced on self.app.
To make sure you're on the latest version, reload SELF, then check that the version number in Settings → Privacy → About You has changed.
System requirements
SELF runs in the web browser on desktop and mobile, with nothing to download. It's a Progressive Web App that relies on up-to-date browser technology, so keep your operating system and browser updated.
An out-of-date device or browser can cause sign-in problems, repeated prompts, settings that don't save, or parts of the screen appearing in the wrong place. For the best experience, add SELF to your home screen.
Something else isn't working
Try emptying your browser cache, doing a hard refresh, or using a different browser. If the problem continues, contact SELF from Settings → Contact Us.
To report a bug, use the Bug Tracker in the app so the team can see it alongside other reports.