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Technical Assistance

If you are experiencing technical issues on decks.com, the documented solutions below may help you resolve the issue. If your issue is not listed here, or the solution provided is not working for you, then please contact us with the details about your issue.

Common Issues

Issue

"I cannot access my account after a password reset." OR "The password reset is showing an error message."

Solution

  • Please navigate to this page and try resetting your password again: https://www.decks.com/password-recovery
  • You should receive an email from support@decks.com
  • Inside the email, please click on the “click here” hyperlink. This will redirect you to the password reset page.
  • If you are redirected to an error page, then first try copying and pasting the password reset URL given in the email into the address bar of a web browser.
  • If you are still having trouble, then please follow these steps for clearing your browser’s cache, and then try visiting the password reset URL once more.
  • Enter your new password and click “Reset Password”.
  • You should see a success message momentarily.

Issue

"The system will not let me reset my password even though it meet the security requirements."

Solution

  • Please try performing a hard refresh of the page and then re-entering your data.
  • Please make sure you are not copying and pasting your password from another source. You must type it in the textbox manually.
  • Verify that your password does not contain any whitespaces and it also does not contain “>” or “<” characters.
  • If this does not work, please try entering your data within another web browser.
  • If you are still having issues, you can either create a new decks.com account, or contact us to reset your password manually.

Issue

"I cannot register for an account. The system says there are missing fields even though all required fields are filled in."

Solution

  • Please try performing a hard refresh on the registration page (https://www.decks.com/register) by following these steps.
  • If this does not work, then please try loading the page in another web browser.
  • If you are still encountering issues, please try selecting a different combination of sign-up options (or preferences).
  • If you are still having issues registering, try clearing your browser’s cache by following these steps and then try reloading the page.

Issue

"I've reset my password, but the link in the password recovery email is not secure."

Solution

  • Instead of clicking the “click here” hyperlink, please copy and paste the password reset URL into a web browser.
  • If you are getting a privacy error screen, then please try visiting the password reset URL in another web browser. You can also try viewing the page in a private browsing window (e.g. “incognito mode”, “private window”).
  • If you still are unable to view the page, please try clearing your browser cache by following these steps.
  • If you are still having issues, you can either create a new decks.com account, or contact us to manually reset your password.

Issue

"The link to reset my password never arrived in my email inbox after multiple attempts."

Solution

  • Please check your “spam” or “junk” folder within your email inbox. The email has a subject of “Decks.com Password Recovery” and it should have been sent from support@decks.com
  • If you do not see the email, then please visit the password reset page and try again one more time: https://www.decks.com/password-recovery. Please make sure that you type your email in the textbox and you do not copy and paste it from another source. Make sure your email address does not have any leading or trailing white space.
  • If you are still not receiving the password reset email, then you can either create a new account with a different email address, or you can contact us to manually reset your password.

How to Perform a Hard Refresh

A hard refresh on a webpage will force the page to reload all access regardless of whether they are in the client’s browser cache. Hard refreshes can fix occasional errors caused by assets loading incorrectly. Here’s how you perform a hard refresh:

  • Windows: Ctrl + F5
  • MacOS: Cmd + Shift + R
  • iOS: Open your browser’s settings (should be a hamburger menu in at the top right corner of the window). Tap the option to reload.
  • Android: Open your browser’s settings (usually a hamburger menu in the top right corner of the window). Tap the refresh icon.

How to Clear Your Browser Cache

Google Chrome

  1. Open a new Google Chrome window.
  2. Click on the three dots in the top right corner of the screen. Select “Settings”.
  3. Scroll down to the “Privacy and security” section. Select the “Clear browsing data” option.
  4. On the “Basic” tab, select a time range of “All time”. Make sure all available options in the window are checked.
  5. Click “clear data”.
  6. Close the browsing window and open a new one to have your changes take effect.

Safari

  1. Open a new Safari window.
  2. In the menu bar, click on the “Safari” tab and select “Preferences”.
  3. Under the “Advanced” preferences, check the box that says “Show Develop menu in menu bar”.
  4. You should now see “Develop” as a tab in the menu bar. Click on “Develop”, and select “Empty Caches”.
  5. Close your browsing window and open a new one to have your changes take effect.

Firefox

  1. Open a new browsing window in Firefox.
  2. In the top right corner, click on the hamburger menu and select “Options”.
  3. In the search box at the top of the page, type “cache”. You should see a result for “Cookies and Site Data”. Click on the “Clear Data…” button.
  4. Make sure all options in the popup window are checked, and then click on “Clear”.
  5. Close your browsing window and open a new one to have your changes take effect.

Internet Explorer

  1. Open a new Internet Explorer browsing window.
  2. In the top right corner, click on the gear-shaped icon, and then click “Safety”. Select the “delete browsing history…” option.
  3. Make sure all options in this popup window are checked other than “Preserve Favorites website data”.
  4. Click “Delete”.
  5. Close this browsing window and open a new one to have your changes take effect.

Microsoft Edge

  1. Open a new browsing window in Microsoft Edge.
  2. Click on the three dots in the top right corner of the window. Select “Settings”.
  3. In the search box, type “cache” and then press enter. You should see one result. Click on the blue “Choose what to clear” button.
  4. In the popup window, make sure your time range is specified as “All time”, and all available options are checked. Click “Clear now”.
  5. Close your browsing window and open a new one to have your changes take effect.