Rarely, saved data in your browser can go out of date or become corrupted, and Velaro keeps showing the loading screen instead of opening your workspace. This is quick to fix, and your conversations, contacts and settings are not affected. They are stored securely on Velaro's servers, not in your browser.

After about 40 seconds of loading, Velaro now shows a message with these same steps and a Clear saved data and reload button that does Step 2 for you for messaging.velaro.com.

Step 1: Reload the page

Press Ctrl+Shift+R (Windows) or Cmd+Shift+R (Mac), or select the reload button in your browser. If Velaro opens, you are done.

Step 2: Clear cookies and site data for Velaro

Google Chrome

1. Open messaging.velaro.com.
2. Select the icon at the left of the address bar (a padlock or settings icon), then Cookies and site data (or Site settings).
3. Select Delete data (or Clear data) and confirm.
4. Reload the page and sign in again.

Microsoft Edge

1. Open messaging.velaro.com.
2. Select the padlock at the left of the address bar, then Cookies and site data, then Manage cookies and site data.
3. Remove the entries for velaro.com.
4. Reload the page and sign in again.

Firefox

1. Open messaging.velaro.com.
2. Select the padlock at the left of the address bar, then Clear cookies and site data.
3. Confirm, reload the page and sign in again.

Safari

1. Go to Safari, then Settings, then Privacy, then Manage Website Data.
2. Search for velaro, select the entries and choose Remove.
3. Reload the page and sign in again.

Step 3: Clear data for the sign-in page as well

If Velaro still will not sign you in, repeat Step 2 for login.velaro.com. Sign-in is handled on that address, and it keeps its own saved data separate from the main app. Then open messaging.velaro.com again.

Step 4: Try a private window or the desktop app

• Open a private (Incognito/InPrivate) window and sign in. If it works there, saved data in your normal window is the cause, so repeat Steps 2 and 3.
• Use the Velaro desktop app. It runs outside the browser, so it does not depend on browser data and it is not put to sleep by browser tab-saving features.

Still stuck?

Contact your Velaro administrator or Velaro Support and tell them the time it happened and which browser you use. Velaro records when a loading screen does not finish, which helps us find the cause quickly.