Troubleshooting

A page is not loading

Refresh the page once.
Confirm that your internet connection is active.
Wait briefly after a deployment, then refresh again.
Sign out and sign back in.
Try the same page in a private browser window.

A page or action is missing

Confirm that the correct profile is selected.
Some pages appear only for particular profile types.
Editing actions depend on your access to the selected profile.
Administration pages are available only to authorized staff.
Donation actions appear only when the recipient and destination are eligible.
Some social sign-in and passkey actions depend on the current domain.

A verification message did not arrive

Confirm the email address.
Check spam and filtered folders.
Wait briefly, then request a new message.
Use only the newest code or link.

A save was rejected

Read the message beside the affected field.
Apply a suggested capitalization correction only when it is accurate.
Check required names, dates, countries, identifiers, URLs, and amounts.
If another editor changed the same Website Studio draft, reload and reconcile your work with the newer revision.
A verified legal entity may need administrator-led replacement rather than an ordinary edit.

Information looks out of date

Refresh the page. If the information remains incorrect, note the profile name, page, and field involved before contacting Homeward support.

A payment or recurring gift failed

Open Giving → Giving overview → Donation activity to confirm the actual transaction status. For a recurring gift, update the Wallet account if needed and review whether the schedule was automatically paused.

Do not retry repeatedly while a transaction is still Pending.

What to include in a support request

The page address
The selected profile
The action you attempted
The exact visible error message
The approximate time
A screenshot with private data removed

Never send a password, email code, authenticator code, recovery code, full card number, or OAuth token.