How to Clear Cookies and Cache / Enable 3rd Party Cookies

Article Title
How to Clear Cookies and Cache / Enable 3rd Party Cookies

Category
Technical Issues / Site Technical Issues

General Information
Clearing cookies and cache and enabling third-party cookies are common troubleshooting steps that help resolve issues with website functionality. These steps ensure the site loads correctly and all features work as intended.

Purpose / Objective
To guide agents in assisting players with clearing cookies and cache and enabling third-party cookies across different browsers and devices.

Scenario / Use Case
A player is experiencing issues such as pages not loading, login problems, or features not working properly and needs assistance with browser troubleshooting.

Step-by-Step Instructions

Clearing Cookies and Cache

1. Direct the player to:

   • https://us.norton.com/blog/how-to/how-to-clear-cookies
   • OR advise them to search online for instructions for their specific browser/device

2. If the player cannot follow the instructions:

   • Suggest asking a friend or family member for assistance

3. If the issue persists:

   • Recommend trying a different browser or device

Enabling 3rd Party Cookies

1. Instruct the player to enable third-party cookies in their browser.

2. Advise that they may search online for instructions specific to their browser/device.

3. Inform the player they may enable cookies specifically for the lottery site if preferred.

Browser-Specific Steps

Google Chrome

1. Open Chrome
2. Click the three dots → Settings
3. Select Privacy and Security
4. Click Cookies and other site data
5. Select Allow all cookies or allow third-party cookies in Incognito

Microsoft Edge

1. Click three dots → Settings
2. Select Cookies and site permissions
3. Click Manage and delete cookies and site data
4. Ensure:
   • “Allow sites to save and read cookie data” is enabled
   • “Block third-party cookies” is disabled

Safari (5.1 or later)

1. Click Safari (top left)
2. Select Preferences
3. Go to Privacy
4. Under “Block cookies,” select Never

Firefox

1. Click the hamburger menu (three lines) → Settings
2. Select Privacy & Security
3. Under Enhanced Tracking Protection, choose Custom
4. Uncheck Cookies

Additional Information / Tips

• Clearing cookies and cache can resolve many common site issues
• Third-party cookies must be enabled for full site functionality
• Some browsers allow enabling cookies only for specific sites

Variations / Related Questions Phrased Differently

• “How do I clear my cache?”
• “Why isn’t the site working properly?”
• “How do I enable cookies?”
• “Why can’t I log in or use certain features?”
• “What are third-party cookies and how do I enable them?”

Common Issues / Troubleshooting

• Issue: Player unsure how to clear cookies/cache

  • Direct to Norton link or suggest online search

• Issue: Player unable to follow instructions

  • Suggest assistance from a friend/family member

• Issue: Issue persists after clearing data

  • Recommend using a different browser or device

• Issue: Features not working properly

  • Ensure third-party cookies are enabled