Site Errors and Solutions

First, confirm what type of device the client is using to view the website.

i.e. Apple(iPhone/Mac computer/iPad tablet), Android (mobile/tablet), or desktop computer.

For all Devices experiencing Website Errors:

Can advise to attempt the following:

• Connect to a different network (wifi)

• Restart the device

• Clear website data

• Use a different device

• Close current browser page and open new browser page

• Refresh browser page

• Edit Cookie Settings on device for Bluemercury.com to "Allow cookies"

If you can't load a website or web page, or Safari quits unexpectedly, follow these steps.

• Connect to a different network

Try to load a website, like www.apple.com, using cellular data. If you don't have cellular data, try connecting to a different Wi-Fi network and then try loading the website.

• Restart your Device

Turn off your device and turn it on again. Here's how:

• iPhone 

• iPad 

• iPod touch

• Clear Website Data

You can clear website data occasionally to improve Safari performance. If you still need help, follow these steps:

1. Go to Settings > Safari.

2. Tap Clear History and Website data.

3. Tap Clear History and Data to confirm.

How to Clear Cookies and Cache:

Open Safari browser.

In the menu bar (top left of your screen) click History.

At the bottom of the menu, choose Clear History

Use the drop-down menu to pick what timeframe you want to clear history and cookies from Safari.

Finally, click Clear History. 

If Safari on Mac isn't opening a web page or working as expected:

These solutions are appropriate for issues that affect Safari on Mac, including issues such as the following. Before you get started, make sure your Mac is connected to the Internet.

• A web page is blank or isn't showing all of its content

• You can't sign in to a web page, despite using the correct sign-in information

• A web page asks you to remove or reset cookies

• Safari slows down or stops responding

Solutions for issues that affect Safari on iPhone, iPad or iPod touch are also available.

• Reload the page

If a page doesn't open or finish loading, try reloading it: choose View > Reload Page or press Command-R. If that doesn't work, press Command-Q to quit Safari, then reopen Safari and try again. If you can't quit Safari, press Option-Command-Esc to force Safari to quit.

• Install software updates

Install all available Apple software updates, which can include updates for Safari. If you've installed any Safari extensions, update them as well. 

• Turn off Safari Extensions

Even if your Safari extensions are up to date, turn them off temporarily to make sure they aren't affecting Safari in unexpected ways. Choose Safari > Preferences, then click Extensions. To turn off an extension, untick its box.

• Test with private window (Incognito Mode)

A website can store cookies, caches and other data on your Mac, and issues with that data can affect your use of the website. To prevent the website from using that data, view the website in a private window: choose File > New Private Window.

If that works, use the following steps to remove the website's data from your Mac. The website can then create new data as needed. If it's a website that you sign in to, make sure you know your sign-in information before continuing.

1. Choose Safari > Preferences, then click Privacy.

2. Click Manage Website Data.

3. Select the affected website from the list that's displayed.

4. Click Remove.

5. Click Done.

6. Open the website again in a non-private browser window.

• Check Network Settings

Certain network settings, such as those related to using a proxy server or custom DNS server, can affect access to content on the Internet. Even if you haven't changed your network settings, you may have installed software that has changed those settings for you.

To find out whether the issue is being caused by the network settings on your Mac, try viewing the website on another device that's connected to the same network. You can also add a new network location in Network preferences as a way to quickly reset your network settings for testing.

To find out whether the issue is being caused by your network, try viewing the website after connecting to a different network.

If you've deleted Safari and don't have a Time Machine backup or other backup, reinstall macOS to put Safari back in your Applications folder. Reinstalling macOS won't remove data from your computer.

• Restart your iPhone

If you're still unable to use Apple pay, you should try restarting your iPhone. This resets your phone's memory and clears temporary caches, which can solve temporary glitches with Apple Pay and other system software. If you are not in a hurry (this will take several minutes), get out of line and restart the phone, then try again after the phone is back up and running.  

If this error appears when using Store Locator https://bluemercury.com/pages/bluemercury-near-me , advise to refresh the browser page.

I apologize for this issue occurring for you and any inconvenience it may be causing. I’d like to help with this issue, however I unfortunately do not have access to the IT setup of our website to help identify what issue is occurring nor the ability to resolve it. However, I would be more than happy to reach out to our team and the appropriate department to look further into this issue. While they work towards resolving this issue, we recommend clearing your cache and cookies on the device you are using to shop, using a different device to attempt checking out, or calling our Customer Care Center at 1-800-355-6000 who can assist during your call.

We appreciate this inquiry and we would be more than happy to help walk you through this process. Firstly, we advise closing out all tabs including Bluemercury.com (this will not empty your checkout bag). Once this is done, please only reopen the Bluemercury.com tab and proceed to your cart. From this point, you should be able to click View Bag and proceed to checkout. However, if still experiencing any issue, we recommend to clear your browser's cache and cookies on the device being used to shop, or to try using a different device. Please Note: Sometimes when the site is being updated or is undergoing maintenance, it can cause some delay with the checkout process. We sincerely apologize for any inconvenience this issue may have caused.