Troubleshooting Basics

Overview

If something in TheyDo isn't working as expected, a few quick checks can often resolve the issue without needing to contact support. Work through the steps below in order.

Steps

  1. Check the TheyDo status page. Before troubleshooting locally, visit status.theydo.com to see if there's an active incident or planned maintenance. If there is, the team is already on it and you'll see updates there as they come in. You can also subscribe to email notifications directly from the status page.
  2. Refresh the page. Press Cmd + R (Mac) or Ctrl + R (Windows).
  3. Clear your browser cache. Cached data can sometimes cause display issues or outdated content to appear. Clear your cache and reload TheyDo.
    • In Chrome: Settings > Privacy and security > Clear browsing data
    • In Firefox: Settings > Privacy & Security > Clear Data
    • In Safari: Develop > Empty Caches (enable the Develop menu in Advanced settings first)
  4. Try a different browser. TheyDo works best in up-to-date versions of Chrome, Firefox, Edge, or Safari. If you're seeing issues in one browser, testing in another can help rule out a browser-specific problem.
  5. Make sure your browser is up to date. Running an older version of your browser can cause compatibility issues. Check your browser settings to confirm you're on the latest version.
  6. Disable browser extensions. Some extensions (ad blockers, VPNs, or privacy tools) can interfere with how TheyDo loads. Try disabling them temporarily and reload the page.
  7. Try an incognito or private window. This rules out issues caused by cached data or extensions, since incognito mode disables most extensions and starts with a clean slate.
  8. Check your network connection. If TheyDo is loading slowly or timing out, confirm your internet connection is stable. If you're on a corporate network, check that TheyDo's domains aren't being blocked by a firewall or proxy.

Tips

  • If you're on a shared or managed device, your IT team may have network restrictions in place that affect TheyDo. It's worth looping them in if the issue is consistent.
  • If a specific feature isn't working as expected, note what you were doing and what happened — that context is helpful when contacting support.

Still having issues?

If none of the above resolves the problem, contact TheyDo Support with a description of the issue and any relevant details (browser, operating system, steps to reproduce).