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Troubleshooting GoVets Login or Chat Issues — Clear Your Browser Cache and Site Data

Step-by-step instructions for clearing browser cache, cookies, GoVets site data, stored sessions, and related browser information when customers cannot log in or the HubSpot chat widget does not appear.

If you are having trouble signing in to GoVets.com, pages are not loading correctly, or the GoVets Support chat button is missing, outdated browser data may be causing the problem.

Modern browsers store cookies, login sessions, cached files, website settings, and other temporary data. Occasionally, this stored information can become outdated or corrupted and interfere with GoVets or the HubSpot-powered support chat.

HubSpot specifically recommends testing a missing chat widget in a private/incognito window. If the chat appears there but not in your normal browser window, clearing your browser's cookies and cache is a recommended troubleshooting step.

Before You Begin

Clearing cookies and website data will normally sign you out of GoVets and other websites.

We recommend that you:

  • Make sure you know your GoVets username/email and password.
  • Save any work you currently have open in GoVets.
  • Close any other GoVets tabs after completing the cleanup.
  • Do not delete saved passwords or Autofill information unless you specifically want to remove them.

Step 1 — Try a Private or Incognito Window First

Before clearing anything, test GoVets in a private browser window.

Google Chrome

Press:
Ctrl + Shift + N

Microsoft Edge

Press:
Ctrl + Shift + N

Mozilla Firefox

Press:
Ctrl + Shift + P

Safari

Select:
File → New Private Window

Then visit:
https://www.govets.com

Try signing in and check whether the GoVets Support chat bubble appears on the bottom right of the wesbite.

If GoVets works correctly in the private window

Your regular browser profile most likely contains cached data, cookies, stored website information, or an extension/privacy setting that is interfering with the site.

Continue with the instructions below.

Recommended Fix — Clear Only GoVets-Related Website Data

Whenever possible, we recommend clearing GoVets website data first instead of deleting cookies for every website you use.

You should remove stored website data associated with:

  • govets.com
  • Any *.govets.com entries displayed by your browser
  • HubSpot-related entries associated with the GoVets site, if displayed

Removing this information clears old login sessions, cookies, browser storage, and other site-specific information.

Google ChromeOption 1 — Clear GoVets Website Data Only

  1. Open Google Chrome.
  2. Click the three dots in the upper-right corner.
  3. Select Settings.
  4. Select Privacy and security.
  5. Select Third-party cookies.
  6. Select See all site data and permissions.
  7. Search for:govets
  8. Delete all entries associated with govets.com.

Google documents that removing site data this way deletes cookies and locally stored information for the selected website without requiring you to delete data for every other site.

Afterward:

  1. Close all Chrome windows.
  2. Reopen Chrome.
  3. Visit https://www.govets.com.
  4. Sign in again.

Option 2 — Perform a Full Chrome Cleanup

If the targeted cleanup does not resolve the problem:

  1. Press:Ctrl + Shift + Delete
  2. Set Time range to:All time
  3. Select:
    • Browsing history
    • Cookies and other site data
    • Cached images and files
  4. If you are using the Advanced tab, you may also clear Site settings if the issue continues.
  5. Leave the following unchecked unless you intentionally want to remove them:
    • Passwords and other sign-in data
    • Autofill form data
  6. Click Delete data.

Chrome notes that deleting cookies and site data can remove website login information as well as browser storage such as Web Storage and IndexedDB.

Close Chrome completely and reopen it before returning to GoVets.

Microsoft EdgeOption 1 — Clear GoVets Website Data Only

  1. Open Microsoft Edge.
  2. Click the three dots in the upper-right corner.
  3. Select Settings.
  4. Select Privacy, search, and services.
  5. Open the cookie/site-data settings.
  6. Select See all cookies and site data.
  7. Search for:govets
  8. Delete entries associated with govets.com.

Microsoft Edge supports deleting cookies and stored website information for an individual site.

Then:

  1. Close all Edge windows.
  2. Reopen Edge.
  3. Visit https://www.govets.com.
  4. Sign in again.

Option 2 — Perform a Full Edge Cleanup

  1. Press:Ctrl + Shift + Delete
  2. Set Time range to:All time
  3. Select:
    • Browsing history
    • Cookies and other site data
    • Cached images and files
  4. Do not select saved passwords or Autofill information unless you want those removed.
  5. Click Clear now.

Microsoft confirms that cookies can contain sign-in information and site preferences, while cached images and files contain locally stored copies of website content.

Close Edge completely and reopen it before testing GoVets again.

Mozilla FirefoxClear GoVets Website Data

  1. Open Firefox.
  2. Visit https://www.govets.com.
  3. Click the site/security icon to the left of the web address.
  4. Select Clear Cookies and Site Data, if available.

You can also use:

Settings → Privacy & Security → Cookies and Site Data

Firefox allows cookies, cached website files, and other site information to be removed either for an individual website or globally.

Perform a Full Firefox Cleanup

  1. Press:Ctrl + Shift + Delete
  2. Set the time period to:Everything
  3. Select:
    • Cookies and site data
    • Temporary cached files and pages
  4. Clear the selected data.
  5. Close Firefox completely and reopen it.
  6. Visit https://www.govets.com and sign in again.

Safari on MacOS — Clear Website Data

  1. Open Safari.
  2. Select:Safari → Settings
  3. Select Privacy.
  4. Select Manage Website Data.
  5. Search for:govets
  6. Remove GoVets-related website data.

If problems continue, clear Safari history:

  1. Select:History → Clear History
  2. Select:all history
  3. Clear the history.

Apple notes that clearing Safari history removes stored browsing-related information, while website-data controls can be used to remove cookies and site storage.

Close Safari completely and reopen it before testing GoVets.

Safari on iPhone or iPad

To perform a full Safari cleanup:

  1. Open the Settings app.
  2. Select Apps.
  3. Select Safari.
  4. Select Clear History and Website Data.
  5. Select All history, if prompted.
  6. Confirm the cleanup.

Apple also provides a way to remove website data without clearing all browsing history:

Settings → Apps → Safari → Advanced → Website Data

From there, you can remove stored website information.

Afterward, close Safari and open it again.

Step 2 — Restart the Browser Completely

After clearing the browser information:

  1. Close every browser window.
  2. Wait until the browser has completely exited.
  3. Reopen the browser.
  4. Go directly to:https://www.govets.com
  5. Sign in again.

Do not reopen an old GoVets tab from your previous browser session.

Step 3 — Check for the GoVets Support Chat Bubble

After GoVets finishes loading, look for the support/chat bubble near the bottom right of the page.

The GoVets chat system uses HubSpot technology. HubSpot's chat functionality relies on browser-loaded scripts and may use cookies or stored visitor information to determine whether and how the chat widget should appear.

If the chat button now appears, no additional action is necessary.

If the Chat Button Is Still Missing

A missing chat button is not always caused by the browser cache.

Try the following.

Disable Ad Blockers or Privacy Extensions Temporarily

Extensions such as:

  • Ad blockers
  • Script blockers
  • Privacy extensions
  • Anti-tracking extensions
  • Endpoint/browser security products

may prevent HubSpot components from loading.

HubSpot specifically notes that ad blockers and other browser tools can interfere with its tracking code and chat functionality.

Temporarily disable the extension for govets.com, refresh the page, and check again.

Check Strict Tracking Protection

Some browsers include aggressive tracking protection.

If you use a Strict privacy or tracking-protection mode, temporarily allow normal site functionality for:

govets.com

Then reload the page.

For example, Microsoft notes that stronger tracking-prevention settings can affect website functionality, while its recommended Balanced mode is intended to preserve normal site behavior.

Check Cookie Consent

If GoVets displays a cookie or privacy preference notice, review your selections.

Some consent-management configurations can prevent HubSpot scripts from running until the necessary cookie or privacy permissions have been granted. HubSpot identifies this as a possible reason for its chat widget not appearing.

Reset GoVets Site Permissions

If your browser previously blocked something on GoVets, resetting the site's permissions may help.

In Chrome:

  1. Open https://www.govets.com.
  2. Click the site information icon to the left of the address.
  3. Select Site settings.
  4. Select Reset permissions, if available.
  5. Reload GoVets.

Chrome allows individual site permissions to be reset from the site's settings.

Advanced Windows Step — Clear the SSL Session State

This step is normally not necessary, but it can help if your browser appears to be retaining outdated SSL/TLS session or certificate information.

This applies primarily to Google Chrome and Microsoft Edge on Windows.

  1. Close all browser windows.
  2. Open the Windows Start menu.
  3. Search for:Internet Options
  4. Open Internet Options.
  5. Select the Content tab.
  6. Select Clear SSL state.
  7. Click OK.
  8. Reopen your browser.

This clears cached SSL session information. It does not instruct you to delete or remove certificates installed on your computer. Microsoft support discussions document this Windows SSL-state troubleshooting procedure for Chrome and Edge.

Still Having Problems?

If GoVets still does not work correctly after completing these steps, please call GoVets Support at 1-866-321-6321.

When contacting us, please provide:

  • The email address associated with your GoVets account
  • Your browser name
  • Whether you are using Windows, macOS, iPhone/iPad, Android, or another device
  • A description of what happens when you try to sign in
  • Whether the GoVets chat bubble is visible
  • Whether GoVets works correctly in a Private/Incognito window
  • A screenshot of any error message you receive

Please do not send your password to GoVets Support.

These details will help us determine whether the issue is related to your browser, account session, network/security software, or the GoVets website itself.