The app or website isn't working (troubleshooting basics)

Most problems clear with a refresh, an update, or signing out and back in. Work through the checks below for whichever you're using, and if none of them help, tell us what you tried — it saves a round of questions.

Start here, whichever you're using

Check you're signed in. A surprising number of "nothing works" reports are a session that quietly expired. Codes and saved offers only appear when signed in.
Check your connection. Switch between wi-fi and mobile data to rule the network out.
Try again in a moment. If something was briefly down at our end, a short wait often fixes it.

The website isn't working

Try some of these help tips below:

Refresh properly

A normal refresh can reuse the old broken version of the page. Force a full reload with Ctrl + F5 on Windows, or Cmd + Shift + R on a Mac.
Clear the cached version

If a page looks broken or out of date, clearing your browser's cached images and files usually resolves it. You don't need to clear passwords or history.
Try a private window

Open Purpl in a private or incognito window. If it works there, the cause is a browser extension or cached data in your normal window. Ad blockers and privacy extensions are the usual culprits - allow purpldiscounts.com and try again.
Try a different browser

Chrome, Safari, Edge and Firefox are all supported and kept up to date. Very old browser versions can break parts of the site, particularly checkout.
Payment or checkout problems

These have their own causes, mostly around bank security checks. See Having trouble making a payment?.

The app isn't working

Try some of these help tips below:

Check for an update
- Tap Profile, then Check for Updates.
- If an update is offered, install it and reopen the app.
  
  It's also worth checking the App Store or Google Play, since a full app update can't be delivered in-app.
Close and reopen it
- Fully close the app rather than just switching away from it, then open it again.
- Reset stored data
  
  If the app is behaving oddly - offers not loading, screens looking stale - tap Profile > Reset Storage. This clears the app's saved data and pulls everything down fresh. You'll stay signed in, and your membership and saved offers aren't affected.
Sign out and back in
- Tap Profile > Sign Out, then sign in again with your email or mobile number and the 6-digit code.
- Reinstall as a last resort
  
  Delete the app and install it again from the App Store or Google Play. Nothing is stored only on your phone, so you won't lose anything.

Specific things that catch people out

"I can't see any codes"

Codes need an active membership and in-date proof of disability. Check Profile > Verification Method on the website, or the Verification Status card in the app. If it says Expired, upload a newer document.

"The code didn't work at the retailer"

That's usually about the offer's own terms rather than a fault. See My discount code isn't working.

"I'm getting signed out"

If you use the Purpl browser extension as well as the website, make sure both are up to date.

"Pages load but look wrong"

Almost always cached files. Force a full reload, or clear cached images and files.

If none of that works

Report it through the support form on the website, or Profile > Help & Support in the app, choosing Technical Support as the department. Please include:

Whether you're on the website or the app, and on a phone, tablet or computer.
What you were trying to do, and what happened instead.
Any error message, word for word or as a screenshot.
Roughly when it happened.
Which of the steps above you've already tried.

In the app, the Provide Feedback option attaches technical details automatically, which helps us a great deal.