Ecology Hub

How to clear your cache and cookies

To successfully complete your one‑time registration for our new online service, it’s essential that you clear your browser’s cache and cookies before you begin.

We’ve identified that some members are unable to register or log in because older cookies from our previous online service are still stored on their device. These cookies contain outdated information that can stop the new registration process from working correctly.

There are many different internet browsers, each with slightly different ways of storing this information. To ensure registration works correctly, we only support the browsers used by the majority of users in the UK:

  • Safari
  • Google Chrome
  • Microsoft Edge
  • Mozilla Firefox

If you’re using a different browser, you will need to switch to one of the browsers listed above to complete the registration process successfully.

Please follow the step‑by‑step instructions below exactly, even if you’re familiar with clearing cache and cookies. It’s important that you clear all cookies, not just recent ones, and that you do this before attempting to register. Once you’ve cleared your cache and cookies, you can then proceed with registration.

 

How to clear your cache and cookies

Safari

On Mac: 

  1. Open Safari
  2. In the top menu, click Safari, then select Settings (or Preferences on older versions)
  3. Go to the Privacy tab
  4. Click Manage Website Data
  5. Click Remove All
  6. Confirm by clicking Remove Now

After clearing, close and reopen Safari, then try again.

On iPhone or iPad: 

  1. Open the Settings app
  2. Scroll down and tap Safari 
  3. Tap Clear History and Website Data 
  4. Confirm when prompted

After clearing, reopen Safari and try again.

Google Chrome:

On Windows or Mac: 

  1. Open Chrome 
  2. Click the menu icon (three dots) in the top-right corner
  3. Select Settings 
  4. Click Privacy and security
  5. Select Clear browsing data 
  6. Set the Time range to All time (this option may be hidden under a ‘More’ menu)
  7. Tick: Cached images and files and Cookies and other site data
  8. Click Clear Data or Delete Data

Quick shortcut:
Press Ctrl + Shift + Delete (Windows) or Command + Shift + Delete (Mac) to open the clear browsing data screen directly.

After clearing, close and reopen Chrome, then try again.

Microsoft Edge

On Windows or Mac: 

  1. Open Microsoft Edge
  2. Click the menu icon (three dots) in the top‑right corner
  3. Select Settings 
  4. Click Privacy, search, and services 
  5. Under Clear browsing data, click Choose what to clear
  6. Set the Time range to All time
  7. Tick: Cached images and files and Cookies and other site data
  8. Click Clear now

Quick shortcut:
Press Ctrl + Shift + Delete (Windows) or Command + Shift + Delete (Mac) to open the clear data screen directly.

After clearing, close and reopen Edge, then try again.

Mozilla Firefox

On Windows or Mac: 

  1. Open Firefox 
  2. Click the menu icon (three horizontal lines) in the top‑right corner
  3. Select Settings 
  4. Go to Privacy & Security
  5. Scroll down to the Cookies and Site Data section
  6. Click Clear Data
  7. Tick: Cached Web Content and Cookies and Site Data
  8. Click Clear 
  9. Confirm by clicking Clear Now 

Quick shortcut:
Press Ctrl + Shift + Delete (Windows) or Command + Shift + Delete (Mac).

After clearing, close and reopen Firefox, then try again.

Important – Ecology App users

After you have successfully completed the registration process on the website:

  1. Uninstall the Ecology App from your device
  2. Go to the Apple App Store or Google Play Store
  3. Re‑install the Ecology App
  4. Log in using your newly registered details

This ensures the app is fully refreshed and connected to the new online service.