Staff Portal Troubleshooting Tips

If the Staff Portal won't load, a page is blank, or something isn't working as expected, these steps resolve most issues. (For sign-in problems specifically, see Team Member unable to log in to the Staff Portal.)

🔄 Start Here: Quick Checks

• Use Chrome (latest version), which is the recommended browser.
• Clear the browser cache and cookies.
• Try an incognito or private window.
• Disable browser extensions, such as ad blockers or privacy tools.
• Try a different device.
• Check the internet connection, and if you're on a VPN, try without it.
• Navigate to your portal URL directly rather than using a saved bookmark, which can hold outdated data.

🖥️ Pages Won't Load or Appear Blank

Do a hard refresh, then clear the cache and try an incognito window. If a particular page or feature still won't load on Chrome, try another device, and note which page is affected and any error message.

🎥 Video Appointment Issues

Make sure the browser has camera and microphone permissions, and check the connection. Note that some appointments use an external video link, such as Microsoft Teams, which opens outside the Staff Portal — so use the meeting link provided rather than expecting it to play in the portal.

🐢 Slow Performance

Check the internet connection, close unused browser tabs, and clear the cache. If it's only slow on one network, try another to rule out a local connection issue.

📋 What to Share with Support

If the issue persists, contact the Wellifiy support team and include:

• The browser and version
• The device and operating system
• The page or feature affected
• What you were doing when it happened
• Any error message (a screenshot helps)
• Whether it happens across different browsers or devices