4 min read

Guide

Are you having trouble with monday.com? We know how frustrating it can be when you run into unexpected behavior. Read through the following options to find the support you need.

If you are:

• experiencing an issue while using monday.com in the desktop app, visit this article.
• experiencing an issue with integrations or automations, fill out our contact form.
• using a web browser and a board or item will not load, please read on. Our support team has outlined a few simple steps for you to try.
• using a web browser and experiencing any other issue, take a look at this article.

Step 1: Try Incognito

Try replicating the issue in an Incognito window.

Seems like an odd step, right? Allow us to explain! An Incognito window allows you to browse privately. Other people who use your device won’t see your activity. Incognito browsers achieve this by creating a temporary session separate from your usual browser activity and then deleting any cookies associated with this unique session. An incognito session is not impacted by your usual cookies, cache, etc. This means that an incognito window is a handy way to check whether local cookies are causing your issues with monday.com. It's also a great way to check whether any browser extensions or cache issues are causing the problem.

Here are quick instructions on how to open an Incognito browser tab in a few commonly used browsers.

Google Chrome

The easiest way to open an Incognito window is with a keyboard shortcut combination. First, make sure you're in a Chrome window. On Windows, you can use Ctrl-Shift-N. On a Mac, you can use Command-Shift-N.

Mozilla Firefox

Incognito mode in Firefox is called Private Browsing. You can open Private Browsing using a keyboard shortcut. First, make sure you're in a Firefox window. If you're on Windows, use: Ctrl-Shift-P. If you're on a Mac, use: Command-Shift-P.

Microsoft Edge

Incognito mode in Edge is called InPrivate. You can open an InPrivate browser tab using a keyboard shortcut. First, make sure you're in an Edge window. For Windows, use the combination of Ctrl-Shift-N. For a Mac, use: Command-Shift-N.

If the shortcuts aren't working for you and you'd like a slower (but more visual) way to open a private browsing window, check out the instructions on Computerworld.

If using an incognito window resolves the issue, try clearing your cache or removing extensions. If it does not resolve the issue, move on to Step 2.

Step 2: Check your browser

Supported Browsers

Occasionally, we find that this issue comes down to the browser. Try accessing monday.com through a different web browser.

We recommend using the latest version of Google Chrome to have the best experience when using monday.com. The platform also works well in the latest version of Firefox. If you prefer, you can use the latest version of Safari or Microsoft Edge.

Browser Version

If switching your browser doesn't work, make sure your chosen browser is up-to-date. To make sure your browser is up-to-date, you can click here. If you use an older version of your browser, it's likely that you will experience some technical troubles.

If you're still running into the same issue, proceed to the next step!

Step 3: Record your screen

Still not working? We've got you covered.

We want to see a screen recording. Show us the issue, describing any important details about the behavior. Please also give us a full description of the workflow you have set up. You can use loom.com to record for free! 

In your message to us, let us know that you read this article and tried the above steps, include the link to your loom video, and the following details:

• Does the loading error occur specific to this board or item or does it occur on multiple boards or items?
• Are others on your account experiencing this same behavior?
• When did this begin happening? (The more specific the better!)
• Switch to another network connection (i.e. different wifi or mobile-generated hotspot wifi). Does the issue persist?
• Please log onto your monday.com account on a non-work computer. Does this issue persist?
• In the case that we need to escalate this issue to our developers, do you provide consent that the developer can log into your account on your behalf to troubleshoot this bug?

When you've compiled your message, send it our way. Having this information in our first interaction will ensure that we reach a speedy resolution.

We're looking forward to helping you!

If you have any questions, please reach out to our team right here. We’re available 24/7 and happy to help.