Technical support guide

This guide covers the most common technical issues and their solutions. If these steps don't resolve your issue, contact our support team with the diagnostic information below.

Quick resolution steps

Try these first. They resolve most technical issues.

1. Refresh your browser

   Press Ctrl + F5 (Windows) or Cmd + Shift + R (Mac). This forces a complete reload of the page and clears cached data.

2. Clear browser cache and cookies

   Open your browser settings and clear browsing data:

   • Chrome: Settings → Privacy and Security → Clear browsing data
   • Firefox: Settings → Privacy & Security → Clear Data
   • Safari: Preferences → Privacy → Manage Website Data → Remove All
   • Edge: Settings → Privacy, search, and services → Clear browsing data

3. Log out and log back in

   Click your name in the top right of the screen, then Log Out. Close all browser tabs for FreightSimple.com, wait 10 seconds, and log back in with your credentials.

4. Restart your computer

   Save any open work, then completely shut down your computer (not just sleep mode). Wait 30 seconds, start it up, and try accessing FreightSimple.com again.

5. Try a different browser

   If you're using Chrome, try Firefox, Edge, or Safari. This helps identify whether the issue is browser-specific.

6. Check your internet connection

   Visit other websites to confirm your internet is working. Try disconnecting and reconnecting to your network, and restart your router or modem if needed.

7. Disable browser extensions

   Temporarily disable ad blockers and other extensions. Some extensions can interfere with web applications.

Common issues and solutions

• Page not loading or spinning forever. Clear your browser cache and cookies, confirm you're using the correct URL (https://www.freightsimple.com), verify your internet connection, and try accessing from an incognito or private browser window.
• Cannot log in. Verify Caps Lock is off, reset your password using the "Forgot Password" link, clear browser cookies for FreightSimple.com, and make sure your account is active (contact your admin if unsure).
• Data not saving or changes lost. Use only one tab or window, make sure you're clicking "Save" or "Submit", look for validation errors on the form, and check your internet connection stability.
• Features missing or buttons not working. Verify your user permissions with your administrator, disable browser extensions, update your browser to the latest version, and switch to a supported browser (Chrome, Firefox, Edge, or Safari).
• Slow performance. Close unnecessary browser tabs, clear your browser cache, check your internet speed (speedtest.net), and try during off-peak hours to rule out high traffic.

Diagnostic information we need

When contacting support, please provide answers to these questions.

Issue timeline

• When did this issue first occur? Include the date and approximate time.
• Has this ever worked correctly before?
• Did anything change before the issue started? New software, updates, or network changes.

Issue details

• What exactly were you trying to do? Step by step.
• Screenshots or videos. Please include them.
• What happened instead of what you expected?
• Are you receiving any error messages? Provide the exact text or a screenshot.
• Is the issue consistent or intermittent?
• Does this happen with specific shipments or all of them?

System information

• What browser are you using? Chrome, Firefox, Safari, Edge, etc.
• Browser version. Find it under Help, then About, in most browsers.
• Operating system. Windows 10 or 11, Mac OS, etc.
• Device type. Desktop, laptop, or tablet.
• Are you on a company network or VPN?

Account information

• Your FreightSimple email.
• Company name.

Scope of impact

• Are other users in your organization experiencing this issue?
• Does this occur on multiple computers or devices?
• Does this happen at specific times of day?

Browser requirements

FreightSimple.com works best with:

• Chrome. Version 90 or higher.
• Firefox. Version 88 or higher.
• Safari. Version 14 or higher.
• Microsoft Edge. Version 90 or higher.

Internet Explorer is not supported.

Screenshots and error messages

When reporting issues, screenshots are extremely helpful.

How to take a screenshot

• Windows. Press Windows Key + Shift + S.
• Mac. Press Cmd + Shift + 4.
• Full page. Press F12, then Ctrl/Cmd + Shift + P, and type "screenshot".

What to capture

• The full browser window, including the URL.
• Any error messages or pop-ups.
• The console log. Press F12, open the Console tab, and screenshot any red errors.

Network and firewall settings

If you're on a corporate network, ensure these are allowed.

• Domain. *.freightsimple.com
• Ports. 443 (HTTPS) and 80 (HTTP).
• Cookies. Must be enabled for freightsimple.com.
• JavaScript. Must be enabled.
• Pop-ups. Should be allowed for freightsimple.com.

Still need help?

If these steps haven't resolved your issue, email us.

• Email. support@freightsimple.com
• Include. All the diagnostic information above.
• Attach. Screenshots of the issue.
• Subject line. A brief description of the problem.