Sometimes your web browser keeps showing an old version of a page, fails to load something correctly, or throws an unexpected error in Careswitch. Most of the time this is caused by your browser holding on to a saved copy of the app (its cache) or a stale sign-in (stored in cookies). This article walks you through the quickest fixes first and saves the full cache-and-cookie wipe for when you really need it.
A few things to know before you start:
Clearing cookies will sign you out of Careswitch (and most other sites). Careswitch keeps your session in a single cookie, so once it's gone you'll need to sign back in.
Signing back in is quick and passwordless: you enter your email or mobile number and a 6-digit code. There is no password to remember.
Careswitch does not show a "new version available" banner. When the app updates, you get the latest version automatically the next time you load it. Refreshing is how you pull it in immediately.
First, figure out which problem you have
You'll fix things faster if you match the symptom to the right tool:
A page looks stale or out of date (old layout, missing a feature you know shipped) — this is a cache issue. Start with a hard refresh.
You got logged out unexpectedly, you're stuck on the sign-in screen, or you see an "Unauthorized" error — this is a session issue. Sign out and back in, and only clear cookies if that doesn't work.
You're using the Careswitch app on your phone and it's misbehaving — clearing your computer's browser cache won't touch the phone app. Update or reinstall the app instead (see the mobile-app section below).
Quick fix 1: hard refresh
A "hard refresh" reloads the current page while ignoring your saved copy, pulling fresh files from the network. Because Careswitch caches its files per release, a hard refresh resolves the large majority of "stale page" problems on its own — no full wipe and no sign-out needed.
On Windows: hold Ctrl and press Shift and R at the same time.
On Mac: hold Command and press Shift and R at the same time.
Remember: there is no "refresh to update" prompt in Careswitch. If you've been waiting for one, don't — a hard refresh is how you get the newest version right now.
Quick fix 2: sign out and back in
If your problem is a login loop, an unexpected logout, or an "Unauthorized" message, your session simply needs to be reset. You don't have to wipe cookies for every site — Careswitch has a built-in sign-out that resets just your Careswitch session.
Open your profile menu (your avatar in the sidebar or account menu).
Click Sign Out.
On the sign-in screen, under Email or mobile number, enter your email or phone number and click Sign in.
Enter the 6-digit code that's sent to you to finish signing in.
If signing out and back in fixes it, you're done — there's no need to clear your cache or cookies.
If those don't help: clear cache and cookies
Still stuck after a hard refresh and a fresh sign-in? Now it's worth clearing your browser's cache and cookies. Remember this signs you out of Careswitch and other sites, so save any open work first. Follow the steps for the browser you use.
Google Chrome
In the top-right corner of the browser, click the three dots menu (⋮).
Click Delete browsing data (in some versions this is under More tools and called Clear browsing data).
At the top of the window, open the Time range menu and choose All time.
Make sure the boxes for Cookies and other site data and Cached images and files are checked.
Click Delete data (or Clear data).
Close and reopen the browser, then sign back in to Careswitch.
Microsoft Edge
In the top-right corner of the browser, click the three dots menu (…).
Click Settings.
In the menu on the left, click Privacy, search, and services.
Scroll down to the Clear browsing data section and click Choose what to clear.
Open the Time range menu and choose All time.
Make sure the boxes for Cookies and other site data and Cached images and files are checked.
Click Clear now.
Close and reopen the browser, then sign back in to Careswitch.
Mozilla Firefox
In the top-right corner of the browser, click the three lines menu (☰).
Click Settings.
In the menu on the left, click Privacy & Security.
Scroll down to the Cookies and Site Data section and click Clear Data.
Make sure the boxes for Cookies and site data and Cached web content are checked.
Click Clear, then confirm if you are asked.
Close and reopen the browser, then sign back in to Careswitch.
Safari (Mac)
In the menu bar at the top of the screen, click Safari, then click Settings (called Preferences in older versions).
Click the Privacy tab.
Click Manage Website Data.
Click Remove All, then click Remove Now to confirm.
Close the Settings window.
To also clear the cache, click History in the top menu bar, click Clear History, choose all history from the menu, and click Clear History.
Close and reopen Safari, then sign back in to Careswitch.
After clearing: signing back in
Once you've cleared cookies you'll be signed out of Careswitch — that's expected. To get back in:
Go to Careswitch. You'll land on the Sign in screen.
Under Email or mobile number, enter your email address or phone number, then click Sign in.
Enter the 6-digit code that's sent to you. There is no password step.
Using the Careswitch app on your phone
Careswitch runs both in a web browser and as a native app on iOS and Android. Clearing your computer's browser cache and cookies has no effect on the phone app — they're separate. If the phone app is the thing acting up:
Update the Careswitch app to the latest version from the App Store (iPhone) or Google Play (Android).
If updating doesn't help, delete and reinstall the app, then sign back in with your email or mobile number and 6-digit code.
Make sure your phone's operating system is up to date too — the Careswitch app requires a recent version of iOS or Android, and the app stores will tell you if your device is too old to install or update it.
Still seeing the problem?
If you've tried the steps above and Careswitch still isn't loading correctly in your browser, test the same page in a private/incognito window or a different browser. That tells you where the problem lives:
It works in incognito or another browser — the original browser still had bad cached state. Redo the hard refresh and the cache/cookie clear in that browser, then sign back in.
It fails everywhere — this isn't a cache problem. Reach out to our support team and tell them the browser and device you're using and exactly what you see on screen, so we can help you faster.
Frequently asked questions
Will clearing cookies log me out of Careswitch?
Yes. Careswitch keeps your session in a single cookie, so clearing cookies signs you out. Just sign back in with your email or mobile number and the 6-digit code that's sent to you.
Do I need a password to sign back in?
No. Careswitch sign-in is passwordless. On the Sign in screen you enter your Email or mobile number, then the 6-digit code — there's no password field.
Is there a faster way to fix being logged out than clearing all my cookies?
Yes. Use Sign Out from your profile menu and sign back in. That resets your Careswitch session without touching cookies for other sites, and it fixes most login loops and unexpected logouts.
Will I get a "new version available" prompt when Careswitch updates?
No. There's no update banner. Careswitch loads the latest version automatically the next time you open it, and a hard refresh (Ctrl+Shift+R on Windows, Command+Shift+R on Mac) pulls it in immediately.
How do I do a hard refresh?
On Windows, hold Ctrl and press Shift and R. On Mac, hold Command and press Shift and R. This reloads the page while ignoring the saved copy.
The Careswitch app on my phone is acting up — should I clear my browser cache?
No. Your computer's browser cache is separate from the phone app. Update or reinstall the Careswitch app from the App Store or Google Play, and make sure your phone's operating system is up to date.
I cleared my cache but the page still looks broken — what now?
Open the same page in a private/incognito window or a different browser. If it works there, your original browser still had bad cached data, so repeat the clear and sign back in. If it's broken everywhere, it's not a cache issue — contact support with your browser, device, and what you see on screen.