How do I fix problems with my browser or phone settings?
If pages will not load, buttons do nothing, you keep getting logged out, or a payment window will not open, a setting on your computer or phone is often the cause. Try these steps in order. After each one, check whether the problem is fixed.
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Step 1. Refresh the page once
Refresh the page one time. On a computer, select the round arrow next to the web address. On a phone, pull the page down from the top. Do not keep refreshing or pressing Submit again, especially during a payment.
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Step 2. Update your browser or the Prisma app
Older browsers and apps may not work with the Prisma Resident Portal.
- On a computer: use an up-to-date version of Google Chrome, Microsoft Edge, Safari, or Firefox. Most browsers update when you close and reopen them.
- On a phone or tablet: open the App Store (iPhone or iPad) or Google Play (Android), search for the Prisma app, and select Update if you see it.
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Step 3. Allow cookies
The portal uses cookies to keep you logged in. If cookies are blocked, it may keep logging you out. In your browser’s settings, look for Cookies or Privacy and make sure cookies are allowed.
On an iPhone or iPad using Safari, open Settings, then Safari (on newer phones, Settings › Apps › Safari), and make sure Block All Cookies is turned off.
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Step 4. Turn off pop-up and ad blockers for the portal
Some steps open a small extra window, such as your card company’s security check or the Plaid window for linking your bank. Pop-up blockers and ad blockers can stop these windows from opening. Turn them off for the portal, or allow pop-ups for it, then try again.
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Step 5. Clear your browser’s stored files
Browsers save copies of pages to load them faster. Sometimes an old copy causes problems. In your browser’s settings, look for Clear browsing data or Clear History and Website Data, and clear cached images and files.
Note: Clearing this may log you out of websites. Make sure you know your password before you start.
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Step 6. Try a different browser or device
If it still does not work, try another browser, or switch between your computer and your phone. Use a normal window rather than a private or incognito window.
If nothing works, take a screenshot of the problem and call Prisma Support. See What should I tell Prisma Support about a problem?
Tip: Make sure the date and time on your computer or phone are set automatically. A wrong date or time can stop security checks and codes from working.
That’s it. You’re done.