Troubleshooting
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      1. VicForms Help Centre
      2. Troubleshooting

      Troubleshooting Tips

      Navigation Payment Failure

      If payment for your VicForms subscription tier is overdue you will still be able to log in and view your agreements, however, you will not be able to create or send agreements via One Touch.

      Verification codes through Twilio

      Vicforms uses Twilio for two-factor verification. As Twilio is a large provider of SMS services a recipient may have requested "STOP" to a service that uses Twilio. There are a couple of solutions to this:

      • Try placing the SIM card in a different device
      • If the tenant has ever sent STOP to a Twilio number, they might have blocked the ability to receive Twilio codes. This can be fixed by texting "START" to AUTHMSG.
      • Check that the device doesn't have any phone numbers blocked or has Do Not Disturb activated.
      Logging out

      Many isolated issues in Vicforms can be resolved by first performing a refresh of the webpage (CTRL + SHIFT + R for Windows and CMD + SHIFT + R for MacOS). If the issue still persists try logging out and logging back in.

      If you are unable to log out you can try to follow the below steps in Google Chrome:

      Chrome Tools

      Clear Site Data

      Press F12 on your keyboard to open the Chrome Tools.

      Head to the Application tab

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      Click Clear Site Data

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      Close the Dev tools window and refresh the page.

      Clear Cache

      The steps to clear your browser cache data can be found at google's support page here:

      https://support.google.com/googleplay/answer/32050?co=GENIE.Platform%3DDesktop&hl=en-GB