Help Center/Passwords & security/Website not loading

Website not loading? Fix your browser.

A page that won't open, looks broken, or shows a scary warning. Work through these fixes in order, in Edge or Chrome.

About 10 minutesWindows 11Edge and Chrome
Which browser?Microsoft Edge or Google Chrome. Pick your tab where the steps differ.
Heads-upClearing cookies logs you out of websites. Have passwords ready.
About 10 minutesMost problems are fixed by step 2 or 3.

Is it one site, or every site?

Open a different website, such as a news site. That tells you where the problem is.

A
Other sites work, only one fails. Carry on with the fixes below. If it still fails at the end, the site itself may be down. Wait a while or try later.
B
Every site fails. Your internet is the problem, not the browser. Go to Internet or Wi-Fi not working?.
Two panels: one where only one site fails and one where every site fails
1 One site fails · 2 Every site failsClick picture to enlarge

Fixes, in order

Try each step, then check the page again before going on.

  1. Refresh the page

    Press F5 on your keyboard, or click the circle arrow beside the address bar. Still wrong? Do a hard refresh: hold Ctrl and press F5. That loads a fresh copy instead of an old saved one.

    F5 key on the left and Ctrl plus F5 on the right
    1 Refresh · 2 Hard refreshClick picture to enlarge
  2. Try a private window

    Press Ctrl + Shift + N. In Edge this opens an InPrivate window and in Chrome an Incognito window. Type the website address there. A private window starts clean, with no saved cookies and no extensions (Edge and Chrome turn extensions off there unless you allowed them).

    If the site works there, the problem is saved data or an extension in your normal window. Do steps 3 and 4. If it fails there too, skip to step 5.

    An InPrivate browser window and the Ctrl Shift N keys
    1 Ctrl + Shift + NClick picture to enlarge
  3. Clear cookies and cache

    Press Ctrl + Shift + Delete to open the delete window. If that doesn't open it, use the menu steps for your browser.

    In Microsoft Edge

    1. Open Settings

      Click the three dots at the top right, then Settings. Click Privacy, search, and services on the left. Find Clear browsing data (some versions say Delete browsing data) and click Choose what to clear.

    2. Choose what to delete

      Set Time range to All time. Tick Cookies and other site data and Cached images and files. Leave Passwords unticked. Click Clear now.

      Edge Delete browsing data dialog with All time, cookies and cache ticked and a Clear now button
      1 All time · 2 Cookies + cache · 3 Clear nowClick picture to enlarge

    In Google Chrome

    1. Open Settings

      Click the three dots at the top right, then Settings. Click Privacy and security on the left, then Delete browsing data.

    2. Choose what to delete

      On the Basic tab, set Time range to All time. Tick Cookies and other site data and Cached images and files. Click Delete data.

      Chrome Delete browsing data dialog with All time, cookies and cache ticked and a Delete data button
      1 All time · 2 Cookies + cache · 3 Delete dataClick picture to enlarge
    What you'll lose: you will be signed out of websites and some site settings reset. Your bookmarks and (if you left it unticked) saved passwords stay. Make sure you know your passwords first (see Strong passwords). Want to keep it light? Use Last 24 hours instead of All time.
  4. Turn off extensions

    Extensions are little add-ons (coupon finders, PDF tools). Some break websites. In the address bar type edge://extensions (Edge) or chrome://extensions (Chrome) and press Enter. Switch each extension off, then reload the page. If it works, switch them back on one at a time to find the culprit, and message us about it.

    Extensions page with a switch for each extension
    1 Switch off · 2 Switch offClick picture to enlarge
  5. Update your browser

    An old browser can fail on new websites. Type edge://settings/help (Edge) or chrome://settings/help (Chrome) into the address bar and press Enter. It checks for updates by itself. If it asks you to Restart, save your work first.

    Edge About page saying Microsoft Edge is up to date, with a Restart button
    1 Address to type · 2 Restart if askedClick picture to enlarge
  6. Restart the computer, then try once more

    Click Start, then Power, then Restart. If the site still fails, message us with the website address and a screenshot (see Take a screenshot).

A pop-up says "Your computer is infected, call this number"

This is a scam. Real security warnings never ask you to phone a number. The page is trying to frighten you into calling criminals who will ask for money or remote access to your computer. Never call the number.
  1. Close the browser

    Press Alt + F4 to close the window. If it won't close, press Ctrl + Shift + Esc to open Task Manager, click your browser (Microsoft Edge or Google Chrome) in the list, then click End task.

    A red full-screen warning claiming the computer is infected with a phone number, with advice to close it and not call
    1 Close it · 2 Don't callClick picture to enlarge
  2. Message Skytech

    Tell us what you saw. Do not reopen the same page. If the browser asks Restore pages? when you open it again, ignore it or close it with the X; do not click Restore. If you already called, or typed in a password or card number, tell us right away.

"Your connection isn't private"

This full-page warning means the browser could not prove the website is who it says it is. Sometimes the computer's clock is wrong. Sometimes someone is interfering with the connection, which is more likely on public Wi-Fi.

Browser warning Your connection isn't private with a Go back to safety button and an Advanced link
1 Go back to safety · 2 Don't continueClick picture to enlarge
On a bank, shop or any sign-in page
Click Go back to safety. Do not click Advanced and continue. Tell us.
Every site shows it
Check the date and time in the bottom-right corner are right. If they are wrong, tell us.
On hotel or airport Wi-Fi
Don't continue. Switch to your phone's hotspot (see 5 safety habits).

Back in business

If the page now loads, you're done. If not, message us with the website address and what you see.

Still not working?

It works on my phone but not on my computer.

That points to your computer's browser. Repeat the fixes above, especially a private window and extensions. If that doesn't help, message us.

It works in Edge but not Chrome (or the other way round).

Use the one that works for now, and tell us. The other browser likely has an extension or old saved data causing it.

The page loads but looks broken or is missing buttons.

Do a hard refresh (Ctrl + F5), then clear the cache (step 3).

A site says I must turn off my ad blocker.

Some sites do. For work websites you trust, you can pause the blocker for that site. For anything else, close the page. If unsure, ask us first.

I called the number on a scary pop-up.

Stop talking to them and message us right away. Don't give any information or let them connect to your computer. If you did, tell us immediately.

Related guides

Internet or Wi-Fi not working?

If every website fails.

Read guide

5 safety habits

Including public Wi-Fi.

Read guide

How to spot a scam email

Scams come by email too.

Read guide

Still stuck? We'll sort it out.

Message us the website address and a screenshot of what you see.

Email us

Pictures are simplified drawings. Your screen may look slightly different depending on your device and version. Updated October 2026.