This page covers the most common issues you might encounter when using OTC Consult and how to resolve them. If your problem isn't covered here, please contact us at info@otcconsult.co.uk.
I've signed in but the content is still locked
This is usually caused by outdated cached data from a previous version of the app. The fix is to clear your browser's stored data for OTC Consult and sign in again.
Android — Chrome
Open Chrome and tap the three-dot menu (⋮) in the top-right corner.
Tap Settings, then tap Site settings.
Tap All sites and search for otcconsult.
Tap on the OTC Consult entry, then tap Clear & reset.
Alternative method: In Chrome, tap ⋮ > Delete browsing data > set the time range to All time > tick Cookies and site data and Cached images and files > tap Delete data. Note: this will sign you out of all websites in Chrome.
Note: This clears Safari data for all websites. iOS does not allow clearing data for a single site from Settings. If you use Chrome on your iPhone instead of Safari, follow the Android — Chrome steps above, as the Chrome app works the same way on iOS.
The sign-in popup isn't appearing
OTC Consult uses a popup window to complete sign-in with Google, Microsoft or Apple. If your browser is blocking popups, the sign-in won't complete.
Android — Chrome
Open Chrome and tap the three-dot menu (⋮).
Tap Settings > Site settings > Pop-ups and redirects.
Make sure pop-ups are allowed, or add otcconsult.co.uk as an exception.
Go back to OTC Consult and try signing in again.
iPhone / iPad — Safari
Open the Settings app.
Scroll down and tap Apps, then tap Safari.
Find Block Pop-ups and turn it off.
Go back to OTC Consult in Safari and try signing in again.
Tip: You can turn pop-up blocking back on after you've successfully signed in. You only need it off during the initial sign-in.
The app isn't loading properly after an update
If OTC Consult has been updated and the app looks broken or behaves unexpectedly, removing and reinstalling it usually resolves the issue.
Android
Find the OTC Consult icon on your home screen.
Long-press the icon and tap App info (or drag to the "i" icon).
You should see a prompt to install the app — tap Install. If no prompt appears, tap the three-dot menu (⋮) and select Add to Home screen or Install app.
Open the newly installed app and sign in.
iPhone / iPad
Find the OTC Consult icon on your home screen.
Long-press the icon until the menu appears, then tap Delete Bookmark (or Remove App).
Tap the Share button (the square with an upward arrow), then tap Add to Home Screen.
Tap Add in the top-right corner.
Open the newly added app from your home screen and sign in.
Important: On iPhone and iPad, OTC Consult must be added to your home screen using Safari. Other browsers (Chrome, Firefox) on iOS do not fully support installed web apps.
I'm being asked to sign in repeatedly
If you keep getting asked to sign in every time you open the app, your browser may be configured to clear data automatically.
Check private/incognito mode: If you're using a private or incognito window, your sign-in won't be remembered. Use a normal browser window instead.
Check auto-clear settings: Some browsers are set to clear cookies when closed. In Chrome, go to Settings > Privacy and security > and make sure "Clear cookies and site data when you close all windows" is turned off (or add otcconsult.co.uk as an exception).
iOS users: If you don't use the app for several weeks, iOS may automatically clear its stored data. Simply sign in again when prompted.
General tips
Use the latest browser version. Make sure Chrome (Android) or Safari (iPhone/iPad) is up to date for the best experience.
Check your internet connection. A stable connection is needed for signing in and loading content for the first time.
Try a different sign-in method. If Google sign-in isn't working, try Microsoft or Apple instead (and vice versa).
Still need help?
If none of the above solves your problem, please email us at info@otcconsult.co.uk with a description of the issue and which device and browser you're using. We'll get back to you as soon as possible.