General Technical Support
Having trouble using the NPU website? These FAQs provide solutions for common technical issues you may experience while using the NPU website, including problems with website features, browsers, devices, and error messages.
Why isn't the website letting me continue to the next step?
Why am I getting an error message?
Why can't I click the button to continue?
Why does the website keep logging me out?
Why does the website look different on my phone or tablet?
Why can't I upload my document?
How do I clear my browser cache and cookies?
What should I do if the website freezes?
What information should I provide when reporting a technical problem?
Why Isn’t the Website Letting Me Continue to the Next Step?
If you are unable to continue during the checkout or application process, first make sure all required fields have been completed. Look for any messages or highlighted fields indicating that information is missing or needs to be corrected.
If everything appears complete but you still cannot continue, try refreshing the page or using a different browser. If the issue continues, please contact Customer Care for assistance.
Why Am I Getting an Error Message?
An error message can occur for several reasons, including an incomplete field, a browser issue, or a temporary problem with the website.
First, review the information you entered and make sure all required fields are completed. You can also try refreshing the page, clearing your browser's cache, or using a different browser.
If you continue to receive an error message, please contact Customer Care and provide the wording of the error message, if possible. A screenshot can also be helpful.
Why Can’t I Click the Button to Continue?
If a Continue, Submit, or similar button is not working, check the page for any required information that has not been completed. Some fields may also require a specific format before you can proceed.
If all required information has been entered correctly, try refreshing the page or using a different browser. If the button still does not work, please contact Customer Care for assistance.
Why Does the Website Keep Logging Me Out?
For security reasons, your NPU account may automatically log you out after a period of inactivity.
If you are being logged out unexpectedly while actively using the website, try closing your browser and logging in again. You may also want to clear your browser's cache and cookies or try a different browser.
If the problem continues, please contact Customer Care.
Why Does the Website Look Different on My Phone or Tablet?
The NPU website is designed to work on computers, phones, and tablets, but the appearance and placement of certain features may vary depending on your screen size or device.
If something is difficult to find or use on a mobile device, try rotating your device, zooming out, or accessing the website from a computer. If you are still unable to complete what you need to do, contact Customer Care for assistance.
Why Can’t I Upload My Document?
If you are having trouble uploading a document, make sure you are uploading a supported file type and that the file is not too large. Also check that the file has finished saving to your device before attempting to upload it.
If the upload still does not work, try refreshing the page or using a different browser or device.
If you continue to have problems, please contact Customer Care and let us know what type of document you are trying to upload.
How Do I Clear My Browser Cache and Cookies?
The steps vary slightly by browser, but generally:
- Chrome: Click the three dots (top right) > More Tools > Clear Browsing Data. Select "Cookies and other site data" and "Cached images and files," then click Clear Data.
- Firefox: Click the menu icon > Settings > Privacy & Security > Cookies and Site Data > Clear Data.
- Safari: Go to Safari > Settings > Privacy > Manage Website Data, then click Remove All.
- Edge: Click the three dots (top right) > Settings > Privacy, Search, and Services > Choose What to Clear.
After clearing your cache and cookies, close and reopen your browser, then try the website again.
What Should I Do If the Website Freezes?
First, try refreshing the page. If that doesn't work, close the browser tab and reopen the site in a new one. If the page is still frozen, try clearing your browser's cache and cookies or restarting your browser entirely. If the issue continues, try a different browser or device to see if the problem persists — this helps us narrow down the cause if you need to contact Customer Care.
What Information Should I Provide When Reporting a Technical Problem?
To help us resolve your issue as quickly as possible, please include:
- A description of what happened and what you were trying to do
- Any error message you saw, including exact wording if possible
- The page or section of the website where the issue occurred
- The browser and device you're using (e.g., Chrome on Windows, Safari on iPhone)
- A screenshot of the issue, if you're able to take one
You can send this information to Customer Care, and we'll follow up to help get things resolved.
Need help with something else?