Healthdirect Australia Help Center

    Troubleshooting: Browser issues during first sign in

    Tips for troubleshooting browser issues for first time sign-in and registration.

    1. If you are unable to sign in, try from another browser. Please see our web browser requirements page for information on supported browsers for various operating systems and devices.

    Please note: Some health services still have Internet Explorer as their default web browser. This browser is not supported and will not work well. If Video Call opens in Explorer please copy the link and paster into a supported browser.

    2. If you still have issues, try clearing the the cache and resetting cookies:

    IN CHROME - To Clear or Delete Existing Cookies and to Disable Cookies

    • Go to the Chrome menu icon and click 'Settings'
    • Click "Show advanced settings" at the bottom
    • In the "Privacy" section, click "Content settings" button
    • In the "Cookies" section, Click "All cookies and site data"
    • To Delete all cookies, click "Remove all" button

    IN SAFARI – To Clear or Delete Existing Cookies

    • Click the Safari menu
    • Select Empty Cache
    • Click Empty

    3. If the above are not working, Switch to a different network. For example, if you are on WiFi then switch to 4G and try again.

    4. If steps 1 - 3 are not working try going into an Incognito Tab on the browser:

    How to use private browsing on iPhone and iPad

    • Launch Safari from your Home screen
    • Tap on the show pages button at the bottom right of your screen
    • Tap on Private in the lower left hand corner
    • Tap on done at the bottom right of your screen in the prompt that appears confirming you are in Private Browsing Mode

    The easiest way to open an Incognito window is with the keyboard shortcut combination Ctrl-Shift-N (Windows).

    How to use private browsing using Chrome on Android phone or tablet

    • On your Android phone or tablet, open the Chrome app
    • To the right of the address bar, tap More
    • New Incognito tab    
    • A new window appears. In the top left, check for the Incognito icon

    5. If you are still having issues please contact the Video Call support team.

    Can’t find what you’re looking for?

    Email support

    or speak to the Video Call team on 1800 580 771

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