Why are my changes not displaying on my live website?

Approved changes may take up to 20 minutes.

From the time that a change is made to your page, such as adding pre-approved content, making alterations to the layout, or having your content approved, it can take up to 20 minutes for your changes to reflect on the Live website.

Other possible reasons why your content is not displaying:

1. Content is still Pending: 

Confirm whether your content is still inPending status. 

If your content is still Pending, it has not yet undergone review and will not display on the live website. 

To check the status of your content, please return to the area of DA where you initially submitted it, or navigate to Dashboard 2.0 > Compliance tab to view all your submissions.

2. Content is still in Draft: 

Check to ensure that your content is not still inDraft status.

When submitting a content block for approval, you will be asked to include a comment. Comments are not required, however, you must select the Submit button in order to successfully submit it to compliance for review. If you exit out or click outside of the dialogue window, your content will remain in a draft status.

While you are logged in to the website editor, your session will automatically time-out after 15 minutes of inactivity. If you submit your content after your session has already timed-out, it will not successfully submit and will remain in a draft status.

It is recommended to always refresh your page after you have submitted content to ensure your items were successfully submitted to the compliance queue.

3. Content has been Rejected: 

Ensure that your content has not beenRejected. Rejected content will not display on the live website. If you are the one who submitted the change, you should have received an email letting you know if your content was rejected, and the reason why.

To check the status of your content, please return to the area of DA where you initially submitted it, or navigate to Dashboard 2.0 > Compliance tab to view all your submissions.

4. You are viewing an old cached version of the page: 

Website caching helps our browsers to display web pages quicker by saving the web page data for future use on your local machine. The page's resources are temporarily stored until the next visit, eliminating the need to repeatedly connect to the server.

Old caches can contain outdated information so you may not see the most recently applied changes in your browser. To fix this, you can clear your cache in a few different ways. 

Perform a hard-refresh of the page by:

1. Holding down CTRL on your keyboard and clicking the Refresh button in your browser, or,
2. Holding down CTRL and hitting F5 on your keyboard.

Open your browser in Incognito/Private mode:

You may also open the page up in a new Incognito or Private browser window by navigating to the 3-dot menu at the top-right of your browser and selecting: 

• New Incognito window in Chrome
• New InPrivate window in Edge

You can then paste your site’s URL in the address bar. This will ensure the most recent cached version of the page is loaded.

5. Page needs to be Republished: 

If your content has beenApproved and you have waited for the allotted 20 minutes, but is still not displaying on your live website, then you may attempt to Re-Publish your page (if your environment provides this ability).

6. Content is stuck in Submitted:

Rarely, content that was previously Pending or In Progress by a reviewer may get stuck inSubmitted status and can not be seen or accessed by the reviewer. 

If you encounter aSubmitted badge: 

1. Please first Refresh your page by clicking the ↻ Refresh button in your browser's toolbar, or by hitting F5 on your keyboard.
2. If you are still seeing the Submitted badge after refreshing the page, please contact your Marketing Rep or Digital Agent's Advisor Support Centre.

If you tested each method above and have confirmed that your content is not displaying or is stuck in Submitted, please contact your Marketing Rep or Digital Agent's Support Centre.