If you encounter an error message stating, “Unable to get session token. Please contact support,” it can usually be resolved by clearing your browser cache.
Video Backup Note
If you encounter the above error message when you are trying to submit a video, you may want to back up your video, before clearing your browser cache, in order to avoid losing the video. If you need to back up your video, please refer to this article.
To clear your browser cache, select your browser below, then follow the steps listed.
How to Clear Your Browser's Cache
Select your browser from the options below for instructions on how to clear your browser's cache.
Chrome
PC/Mac
If you are using Chrome on a computer, you can take the following steps to clear your cache:
- Click on the three-dotted icon at the top right of Chrome.
- Click Delete Browsing Data. If it does not appear in the main menu, mouse over More Tools, which will reveal more menu items, then click Delete Browsing Data.
- Ensure that Basic is selected at the top of the window.
- Set the Time Range to All Time.
- Make sure that only the third checkbox (Cached images and files) is selected.
- Click the blue Delete Data button.
- Quit and reopen Chrome before trying to access the page previously causing issues.
Mobile
If you are using Chrome on a mobile device, use these steps to clear your cache:
- Tap the three-dotted icon at the bottom right of Chrome.
- Select Delete Browsing Data.
- Set the Time Range to All Time.
- Make sure that only the third item (Cached Images and Files) is checked.
- Select Delete Browsing Data at the bottom of the screen.
- Quit and reopen Chrome before trying again.
Firefox
- Click the three horizontal lines in the top right of Firefox and select Settings.
- Click Privacy & Security.
- Scroll down to the Cookies & Site Data section and click Clear Data.
- Uncheck the box for Cookies and Site Data and click Clear.
- Quit and reopen Firefox before trying again.
Safari
Mac
If you are using Safari on a Mac, use these steps to clear your cache:
- Select Safari > Preferences… at the top left of Safari.
- Click the Advanced tab, then check the box next to Show Develop menu in the menu bar.
- From the menu, select Develop > Empty Caches.
- Quit and reopen Safari before trying again.
Mobile
If you are using Safari on a mobile device, use these steps to clear your cache:
- On your Mobile Device, navigate to Settings > Safari.
- Tap Clear History and Website Data.
- Click Clear History and Data on the confirmation bar.
- Close and reopen Safari before trying again.
