TECHNICAL TROUBLESHOOTING GUIDE

Support with yourWorld AccountGeneral support

Are you connected to the internet?

Are you having trouble resetting your password?

1.

Check the icon in the corner of your screen to see if yourcomputer detects a strong connection. If you’re in Airplane
Mode or have accidentally turned your Wi-Fi off, please revert
back to your original settings to enable internet access.

1.

Try visiting other sites to see if they work. If some sites workand one doesn’t, it probably isn’t your internet connection.
If you have problems with the other sites you’ve checked,
you might need to reboot your router, as any hiccups there
can bring down your entire browsing session.

2.

2.

3.

Please check for any typos – one small spelling mistake
could stop you from logging in or going to the correct
website. Please note: special characters in usernames
and passwords can also cause issues.

4.

If you cannot login with your password, it could be because
you’re entering your email address instead of your username.

3.

4.

5.

If you have any add-on applications or extensions in your browser
consider turning these off.

Select Change method and follow the steps to resetting yourpassword.

If the website isn’t working in your usual browser, please trya different browser.For example if you usually use Google
Chrome you could try in Mozilla Firefox or Edge.
You can also try a private browsing window (new Incognitowindow), which will load the site without the cookies used tostore your login information. If this now works you can either:- continue to use the new browser or- empty the cookies and cache in your originalbrowser and try again
In chrome there is a setting under Privacy and security thatyou can set to clear cookies and site data whenever you
close all browser windows. This should stop you having
the issue on other sites as well. If the site doesn’t load inanother browser, the problem likely lies somewhere elseon your machine.

Ad blockers are a classic example. If you have one running, turn it off
and reload the site to see if that works. It is also worth disabling otheradd-ons, or closing any other software that may interfere with the web(like network monitoring programs). Sometimes antivirus software caninterfere with certain sites too, but take care—if it’s blocking a certainsite from loading, there may be a good reason for that, and disabling
your security software could put you at risk.
6.

If images are missing from the main page, or you see an empty pageafter login this can be due to cookies being blocked or firewall settings
in your organisation.

7.

You can also try visiting the site on another device, like a mobiledevice (connected to the same Wi-Fi network). If the site loads on
your phone but not your computer, you can narrow down the problem
to your computer settings. If the site doesn’t load on your phone whenconnected to Wi-Fi, but loads when Wi-Fi is off, it’s possible that built-in
security software, parental controls, firewall, or some other option isblocking your access.

8.

If you have trouble receiving 2FA codes this can be down to your mobile
signal being weak. This usually means there is either a delay or the SMS
fails to send until you are in a stronger signal area. In this instance,
downloading the Authy app can help as it can use your Wi-Fi connection
to obtain the code.
- When sending a verification code to your email or phone always
remember the last step is to click “Send” or “Next” if this fails
there is usually a “Re-send” button.
- If you cannot see a transaction that you made in the past go to thehistorical statement and set the date range then click on thebutton to filter the results.

Additional support: technical investigation solutions

Problem steps recorder- Windows4.

Click on Start record

5.

Complete the steps as normal using your computer up until
the issue/error occurs

6.

Once you have completed the steps click on Stop record

7.

Click on Save and select where you will save the zip file.

8.

Attach the Zip file to your email

9.

Send email to customer services team with a summaryof the issue.

If you’re a client using a Windows based machine you can use PSR(problem steps recorder).
1.

Go to Start menu

2.

Enter PSR in the search box

3.

Select Steps RecorderAdditional support: technical investigation solutions

Obtain a Trace ID

e. Click on Headers

1.

Recreate issue using your account on
https://portal.worldfirst.com/

f. Copy the long number next to mgw-traceid:

2.

Obtain message Trace id from browser:
a. Select the three vertical dots in top right cornerof chrome toolbar
b. Select More Tools>Developer tools (Or Ctrl + shift + i)c. Click on Network tab at the top of the screen on righthand sided. Search (magnifying glass) for the latest versionof mgw.htm

g. you can now close the developer tools by clicking on
the cross under the bookmarks bar (or Ctrl + shift +i)

3.

Send full screen screenshots of the issue where possible with
Message trace Id to Customer service team.

WF0009-EN-0.1-0123