{"id":1541,"date":"2026-06-16T09:01:31","date_gmt":"2026-06-16T13:01:31","guid":{"rendered":"https:\/\/www.veloservices.ca\/portal-help\/"},"modified":"2026-06-16T09:01:31","modified_gmt":"2026-06-16T13:01:31","slug":"portal-help","status":"publish","type":"page","link":"https:\/\/www.veloservices.ca\/en\/portal-help\/","title":{"rendered":"Trouble accessing the portal"},"content":{"rendered":"<p>If you see a blank white page after logging into the portal, nothing is broken on your end \u2014 you just need to force your browser to load the latest version of the site. Here\u2019s how, depending on your device.<\/p>\n<style id=\"vs-help-css\">\n\/* center the page title (Elementor post-title widget) \u2014 scoped to this page only *\/\n.elementor-page-title .elementor-heading-title{text-align:center !important;}\n.vs-help2{font-size:16px;line-height:1.6;}\n.vs-help2 .vs-where{background:#fff4e5;border-left:4px solid #e08a1e;padding:14px 18px;border-radius:4px;margin:0 0 22px;}\n.vs-help2 .vs-quick{background:#eef4fb;border-left:4px solid #1f6fb2;padding:16px 18px;border-radius:4px;margin:0 0 30px;}\n.vs-help2 kbd{background:#1f2a37;color:#fff;border-radius:4px;padding:2px 7px;font-size:.9em;white-space:nowrap;}\n.vs-help2 .vs-dev{margin:0 0 30px;}\n.vs-help2 .vs-dev h2{font-size:1.3em;margin:0 0 .5em;}\n.vs-help2 .vs-tabs{display:flex;flex-wrap:wrap;gap:4px;border-bottom:2px solid #e2e6ea;}\n.vs-help2 .vs-tab{-webkit-appearance:none;appearance:none;background:transparent;border:0;border-bottom:3px solid transparent;border-radius:0;box-shadow:none;padding:9px 14px;font-size:.95em;font-weight:600;color:#54616e;cursor:pointer;margin-bottom:-2px;font-family:inherit;line-height:1.3;transition:color .12s ease,background .12s ease;}\n.vs-help2 .vs-tab:hover,.vs-help2 .vs-tab:focus{background:#eef1f4;color:#1f2a37;box-shadow:none;outline:none;}\n.vs-help2 .vs-tab.is-active,.vs-help2 .vs-tab.is-active:hover{color:#1f6fb2;border-bottom-color:#1f6fb2;background:transparent;}\n.vs-help2 .vs-panel{display:none;padding:14px 4px 2px;}\n.vs-help2 .vs-panel.is-active{display:block;}\n.vs-help2 .vs-panel ul{margin:.2em 0 .4em 1.2em;}\n.vs-help2 .vs-panel li{margin:.35em 0;}\n.vs-help2 .vs-still{margin-top:6px;padding:14px 18px;background:#f6f7f8;border-radius:6px;}\n.vs-help2 .vs-still h2{font-size:1.2em;margin:0 0 .3em;}\n@media (max-width:600px){.vs-help2 .vs-tab{padding:8px 10px;font-size:.9em;}}\n<\/style><div class=\"vs-help2\" id=\"vs-help2\"><div class=\"vs-where\"><strong>Do this on the portal \u2014 not on this page.<\/strong> Every step below must be done while you\u2019re on the portal itself (<a href=\"https:\/\/portail.veloservices.ca\/\">portail.veloservices.ca<\/a> \u2014 the page that shows up blank), <em>not<\/em> on this help page.<\/div><div class=\"vs-quick\"><strong>The fastest fix \u2014 a \u201chard refresh\u201d:<\/strong><br>\nOpen the portal (the blank page at <a href=\"https:\/\/portail.veloservices.ca\/\">portail.veloservices.ca<\/a>), then press:<br>\n\u2022 On Windows: <kbd>Ctrl<\/kbd> + <kbd>Shift<\/kbd> + <kbd>R<\/kbd> (or <kbd>Ctrl<\/kbd> + <kbd>F5<\/kbd>)<br>\n\u2022 On Mac: <kbd>Cmd<\/kbd> + <kbd>Shift<\/kbd> + <kbd>R<\/kbd><br>\nIn most cases it fixes the problem right away. If it doesn\u2019t, clear the portal\u2019s cache using the steps for your browser below.<\/div><div class=\"vs-devices\"><section class=\"vs-dev\" data-dev=\"computer\"><h2>Computer<\/h2><div class=\"vs-tabs\" role=\"tablist\"><button type=\"button\" class=\"vs-tab is-active\" data-tab=\"chrome-edge\" role=\"tab\" aria-selected=\"true\">Chrome \/ Edge<\/button><button type=\"button\" class=\"vs-tab\" data-tab=\"firefox\" role=\"tab\" aria-selected=\"false\">Firefox<\/button><button type=\"button\" class=\"vs-tab\" data-tab=\"safari-mac\" role=\"tab\" aria-selected=\"false\">Safari (Mac)<\/button><\/div><div class=\"vs-panel is-active\" data-panel=\"chrome-edge\" role=\"tabpanel\"><ul>\n<li>Click the padlock \ud83d\udd12 to the left of the address \u2192 <em>Site settings<\/em> \u2192 <em>Clear data<\/em>.<\/li>\n<li>Or: <strong>\u22ee<\/strong> menu \u2192 <em>More tools<\/em> \u2192 <em>Clear browsing data<\/em> \u2192 tick \u201cCached images and files\u201d \u2192 <em>Clear<\/em>.<\/li>\n<\/ul><\/div><div class=\"vs-panel\" data-panel=\"firefox\" role=\"tabpanel\"><ul>\n<li><strong>\u2630<\/strong> menu \u2192 <em>Settings<\/em> \u2192 <em>Privacy &amp; Security<\/em> \u2192 \u201cCookies and Site Data\u201d \u2192 <em>Clear Data<\/em>.<\/li>\n<li>Hard-refresh shortcut: <kbd>Ctrl<\/kbd> + <kbd>Shift<\/kbd> + <kbd>R<\/kbd> (Windows) or <kbd>Cmd<\/kbd> + <kbd>Shift<\/kbd> + <kbd>R<\/kbd> (Mac).<\/li>\n<\/ul><\/div><div class=\"vs-panel\" data-panel=\"safari-mac\" role=\"tabpanel\"><ul>\n<li>Hard refresh: <kbd>Cmd<\/kbd> + <kbd>Option<\/kbd> + <kbd>R<\/kbd>.<\/li>\n<li>Or <em>Safari<\/em> menu \u2192 <em>Settings<\/em> \u2192 <em>Privacy<\/em> \u2192 <em>Manage Website Data<\/em> \u2192 search \u201c<strong>portail.veloservices.ca<\/strong>\u201d \u2192 <em>Remove<\/em>.<\/li>\n<\/ul><\/div><\/section><section class=\"vs-dev\" data-dev=\"mobile\"><h2>Phone &amp; tablet<\/h2><div class=\"vs-tabs\" role=\"tablist\"><button type=\"button\" class=\"vs-tab is-active\" data-tab=\"ios-safari\" role=\"tab\" aria-selected=\"true\">iPhone \/ iPad \u2014 Safari<\/button><button type=\"button\" class=\"vs-tab\" data-tab=\"ios-chrome\" role=\"tab\" aria-selected=\"false\">iPhone \/ iPad \u2014 Chrome<\/button><button type=\"button\" class=\"vs-tab\" data-tab=\"android-chrome\" role=\"tab\" aria-selected=\"false\">Android \u2014 Chrome<\/button><\/div><div class=\"vs-panel is-active\" data-panel=\"ios-safari\" role=\"tabpanel\"><ul>\n<li>Open the <em>Settings<\/em> app \u2192 <em>Safari<\/em> \u2192 <em>Clear History and Website Data<\/em>.<\/li>\n<li>Quick way to confirm it\u2019s a cache issue: open the portal in a <strong>Private tab<\/strong> (tabs icon \u2192 <em>Private<\/em>).<\/li>\n<\/ul><\/div><div class=\"vs-panel\" data-panel=\"ios-chrome\" role=\"tabpanel\"><ul>\n<li><strong>\u22ef<\/strong> menu \u2192 <em>Settings<\/em> \u2192 <em>Privacy<\/em> \u2192 <em>Clear Browsing Data<\/em> \u2192 \u201cCached Images and Files\u201d.<\/li>\n<\/ul><\/div><div class=\"vs-panel\" data-panel=\"android-chrome\" role=\"tabpanel\"><ul>\n<li><strong>\u22ee<\/strong> menu \u2192 <em>Settings<\/em> \u2192 <em>Privacy and security<\/em> \u2192 <em>Clear browsing data<\/em> \u2192 \u201cCached images and files\u201d.<\/li>\n<li>Quick tip: on the blank page, tap <strong>\u22ee<\/strong> then the reload icon to force a refresh.<\/li>\n<\/ul><\/div><\/section><\/div><div class=\"vs-still\"><h2>Still stuck?<\/h2><p>Try opening the portal in a <strong>private \/ incognito window<\/strong>. If it works in private mode but not in your normal browser, that confirms it\u2019s a cache issue and clearing the portal\u2019s data (above) will fix it. If it still fails even in private mode, <a href=\"\/en\/contact\/\">contact us<\/a>.<\/p><\/div><\/div><script>\n(function(){\n\tvar root=document.getElementById('vs-help2');\n\tif(!root)return;\n\tfunction activate(scope,key){\n\t\tvar tabs=scope.querySelectorAll('.vs-tab');\n\t\tvar pans=scope.querySelectorAll('.vs-panel');\n\t\tvar matched=false;\n\t\ttabs.forEach(function(t){var on=t.getAttribute('data-tab')===key;t.classList.toggle('is-active',on);t.setAttribute('aria-selected',on?'true':'false');if(on)matched=true;});\n\t\tpans.forEach(function(p){p.classList.toggle('is-active',p.getAttribute('data-panel')===key);});\n\t\treturn matched;\n\t}\n\t\/\/ click handling, scoped per section\n\troot.querySelectorAll('.vs-dev').forEach(function(sec){\n\t\tsec.querySelectorAll('.vs-tab').forEach(function(tab){\n\t\t\ttab.addEventListener('click',function(){activate(sec,tab.getAttribute('data-tab'));});\n\t\t});\n\t});\n\tvar ua=navigator.userAgent||'';\n\tvar comp=root.querySelector('.vs-dev[data-dev=\"computer\"]');\n\tvar mob=root.querySelector('.vs-dev[data-dev=\"mobile\"]');\n\t\/\/ best-guess desktop browser\n\tvar compKey='chrome-edge';\n\tif(\/Edg\\\/\/.test(ua))compKey='chrome-edge';\n\telse if(\/Firefox\\\/\/.test(ua)&&!\/Seamonkey\/.test(ua))compKey='firefox';\n\telse if(\/Chrome\\\/\/.test(ua)&&!\/Chromium\/.test(ua)&&!\/OPR\\\/\/.test(ua))compKey='chrome-edge';\n\telse if(\/Safari\\\/\/.test(ua)&&\/Macintosh\/.test(ua))compKey='safari-mac';\n\t\/\/ best-guess mobile browser\n\tvar mobKey='ios-safari';\n\tif(\/CriOS\/.test(ua))mobKey='ios-chrome';\n\telse if(\/(iPhone|iPad|iPod)\/.test(ua))mobKey='ios-safari';\n\telse if(\/Android\/.test(ua))mobKey='android-chrome';\n\tif(comp)activate(comp,compKey);\n\tif(mob)activate(mob,mobKey);\n\t\/\/ On phones\/tablets, show the mobile group first.\n\tvar isMobile=\/Android|iPhone|iPad|iPod\/i.test(ua)||(window.matchMedia&&window.matchMedia('(max-width:768px)').matches);\n\tif(isMobile&&comp&&mob&&mob.parentNode){mob.parentNode.insertBefore(mob,comp);}\n})();\n<\/script>\n","protected":false},"excerpt":{"rendered":"<p>If you see a blank white page after logging into the portal, nothing is broken on your end \u2014 you just need to force your browser to load the latest version of the site. Here\u2019s how, depending on your device.<\/p>\n","protected":false},"author":0,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-1541","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/www.veloservices.ca\/en\/wp-json\/wp\/v2\/pages\/1541","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.veloservices.ca\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.veloservices.ca\/en\/wp-json\/wp\/v2\/types\/page"}],"replies":[{"embeddable":true,"href":"https:\/\/www.veloservices.ca\/en\/wp-json\/wp\/v2\/comments?post=1541"}],"version-history":[{"count":0,"href":"https:\/\/www.veloservices.ca\/en\/wp-json\/wp\/v2\/pages\/1541\/revisions"}],"wp:attachment":[{"href":"https:\/\/www.veloservices.ca\/en\/wp-json\/wp\/v2\/media?parent=1541"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}