If PetPocketbook isn't loading correctly, appears to be down, or parts of the website aren't displaying as expected, your browser may be loading an older, cached version of the website.
Browser cache issues can occasionally occur after website updates or other changes, or when your browser continues loading an older version of the site. Clearing your browser cache forces your browser to download the latest version of PetPocketbook.
Step 1: Check if it's a cache issue
The quickest way to determine whether your browser cache is causing the problem is to open PetPocketbook in an Incognito (Chrome/Edge) or Private Browsing (Safari/Firefox) window.
If PetPocketbook works normally in an Incognito or Private Browsing window, the issue is almost certainly your browser cache.
You'll simply need to clear your browser cache using the steps below.
If PetPocketbook still doesn't load in an Incognito or Private Browsing window, please contact our support team for assistance.
How to open an Incognito or Private Browsing window on desktop
Google Chrome
Click the three-dot menu (⋮) in the upper-right corner.
Select New Incognito Window.
Keyboard shortcuts:
Windows:
Ctrl + Shift + NMac:
⌘ + Shift + N
Microsoft Edge
Click the three-dot menu (⋯).
Select New InPrivate Window.
Safari
Click File.
Select New Private Window.
Firefox
Click the menu button (☰).
Select New Private Window.
Using Incognito or Private Browsing on mobile
iPhone (Safari)
Open Safari.
Tap the Tabs button (two overlapping squares).
Tap the Private button at the bottom (or tap the tab group selector and choose Private).
Tap the + button to open a new Private tab.
iPhone or Android (Chrome)
Open Chrome.
Tap the three-dot menu (⋮).
Select New Incognito Tab.
Microsoft Edge (Mobile)
Open Edge.
Tap the three-dot menu.
Select New InPrivate Tab.
Firefox (Mobile)
Open Firefox.
Tap the mask/private browsing icon (or open the menu and select New Private Tab).
Step 2: Clear Your Browser Cache
Important: When clearing your browser cache, make sure the time range is set to all time. If you only clear recent browsing data, your browser may continue loading an older cached version of the website.
Google Chrome
Open Chrome
Close all PetPocketbook tabs
Click the three-dot menu (⋮) at the top-right corner of Chrome
Hover your cursor over History.
Click on Open History Page.
Click on Delete browsing data.
Set the Time range to All time.
Optional:
Keep selected Cookies and other site data and Cached images and files
Deselect Browsing history or Download history
Click Delete data.
Close Chrome completely.
Reopen Chrome and visit PetPocketbook again.
Google Chrome iOS
Close all PetPocketbook tabs
Click the three-dot menu (⋮) at the bottom-right corner of Chrome
Go to Settings.
Scroll down to Privacy and Security.
Tap Delete browsing data.
Set the Time range to All time.
Optional:
Keep selected Cookies and other site data and Cached images and files
Deselect Browsing history or Download history
Click Delete data.
Close Chrome completely.
Reopen Chrome and visit PetPocketbook again.
Microsoft Edge
Click the three-dot menu (⋯).
Select Settings.
Navigate to Privacy, search, and services.
Under Clear browsing data, click Choose what to clear.
Set Time range to All time.
Select Cached images and files.
Click Clear now.
Restart Edge and reopen PetPocketbook.
Safari desktop
Open Safari.
Close all PetPocketbook tabs.
Click Safari in the computer's menu bar at the top left of the screen
Click Settings (or Preferences).
Click the Privacy tab.
Click Manage website data.
A pop-up will appear. Wait a few seconds for all of the data to load.
Then, you can do one of the following:
Click Remove all; or
Search for PetPocketbook from the pop-up, click on PetPocketbook, then click Remove.
Safari iOS
Close any PetPocketbook tabs you currently have open in Safari.
Open your iPhone's Settings app.
Scroll down and tap Apps.
Scroll down and tap Safari.
Scroll to the bottom and tap Advanced.
Tap Website Data.
In the search bar, type PetPocketbook and tap the blue search button on the keyboard.
Tap Edit in the bottom-right corner.
Tap the red circle next to petpocketbook.com, then tap Delete.
Firefox
Close all PetPocketbook tabs.
Click the menu button (☰) in the top-right corner.
Click Settings.
Click Privacy and security.
Click Clear browsing data in the Browsing data section.
Change When to Everything.
Optional:
Keep selected Cookies and other site data and Temporary cached files and pages
Deselect Browsing & download history, Saved form info, and Site settings.
Click Clear.
Restart Firefox and reopen PetPocketbook.
Firefox iOS
Close all PetPocketbook tabs.
Click the three-dot menu (⋮) in the bottom-right corner.
Click Settings.
Scroll down to Data Management.
Tap Website Data.
Tap Clear All Website Data.
Close Firefox and re-open.
If you access PetPocketbook from a saved shortcut on your phone's Home Screen
If you've saved the PetPocketbook website to your phone's Home Screen, your device may continue loading an older cached version of the site after a website update.
To determine if this is the issue:
in an Incognito (Chrome/Edge) or Private Browsing (Safari/Firefox) window instead of tapping the Home Screen shortcut.
Go to www.petpocketbook.com.
If PetPocketbook loads correctly there, the Home Screen shortcut is likely using cached data.
If the Home Screen shortcut is the issue, delete the existing PetPocketbook shortcut from your Home Screen and re-add it (here's how). Then you should be all set!
Still having trouble?
Contact our support team, and we'll be happy to help troubleshoot the issue with you to get you back up and running as quickly as possible.