Troubleshooting

Having trouble with When It Was? Find solutions to common issues and learn how to get help when you need it.

Most technical issues have simple solutions. This guide covers the most common problems and how to fix them. If you don't find your answer here, check our FAQ or contact support.

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Map Issues

Problem: Map Won't Load or Appears Blank

1 Check Your Internet Connection: Ensure you're connected to WiFi or have cellular data enabled.

2 Refresh the Page: Press Ctrl+R (Windows) or Cmd+R (Mac), or tap the refresh button on mobile.

3 Clear Browser Cache: Go to browser settings > Clear browsing data > Select "Cached images and files" > Clear data.

4 Try a Different Browser: If using Safari, try Chrome or Firefox to see if the issue persists.

5 Disable Ad Blockers: Some ad blockers interfere with map loading. Temporarily disable them for whenitwas.com.

Problem: Map Markers Not Appearing

Quick Fix: Zoom in closer. Markers may be clustered at your current zoom level. Click cluster numbers to zoom in and reveal individual locations.

Check Timeline Slider: Ensure the timeline isn't set to a period with no data. Move slider to "All Time" or present day.

Problem: Map is Slow or Laggy

Close other browser tabs to free up memory
Disable timeline animation if it's running
Reduce browser zoom level (100% works best)
On mobile, close background apps
Update your browser to the latest version

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Login and Account Issues

Problem: Can't Log In / "Incorrect Password" Error

1 Check Caps Lock: Passwords are case-sensitive. Ensure Caps Lock is off.

2 Reset Your Password: Click "Forgot Password" on the login page and follow email instructions.

3 Check Email Spelling: Ensure you're using the correct email address associated with your account.

Not Receiving Password Reset Email? Check spam/junk folder. Add noreply@whenitwas.com to your contacts and try again. If still not receiving, contact support.

Problem: Email Verification Link Not Working

Ensure you're clicking the most recent verification email (older links expire)
Copy and paste the full URL into your browser instead of clicking
Request a new verification email from the login page
Check that your email provider isn't blocking the link

Problem: Account Locked After Multiple Login Attempts

Solution: Accounts auto-lock after 5 failed login attempts as a security measure. Wait 15 minutes and try again, or use "Forgot Password" to reset immediately.

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Photo Upload Issues

Problem: Photo Won't Upload / Upload Fails

Check File Size: Photos must be under 10MB. Compress large images before uploading using free tools like TinyPNG or ImageCompressor.

Check File Format: Only JPG, PNG, and GIF formats are supported. Convert other formats (like HEIC or BMP) before uploading.

Ensure Stable Connection: Large uploads require steady internet. Use WiFi instead of cellular data for better reliability.

Try Different Browser: Some browsers handle uploads better than others. Try Chrome or Firefox if experiencing issues.

Problem: Uploaded Photo Appears Rotated or Sideways

Solution: Rotate the photo on your device before uploading. Some phones don't embed orientation data correctly. Use a photo editor to permanently rotate the image, then upload.

Problem: Upload Stuck at 99% or "Processing"

Don't refresh the page—processing can take up to 2 minutes for large files
If stuck for over 5 minutes, refresh and try uploading a compressed version
Check internet stability—interrupted connection causes upload failures

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Search Problems

Problem: Search Not Finding Expected Results

Try Different Keywords: Search for partial business names, owner names, or street names instead of full addresses.

Check Spelling: Search is forgiving but may miss results with significant typos.

Expand Time Range: If filtering by timeline, reset to "All Time" to see all results.

Browse the Map: If search fails, navigate to the general area and look manually.

Problem: Search Returns No Results for Known Location

Possible Reason: The location may not be in our database yet. Consider becoming a contributor to add it!

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Timeline Slider Issues

Problem: Timeline Slider Not Responding

Refresh the page and try again
Ensure JavaScript is enabled in browser settings
Clear browser cache and reload
On mobile, try tapping directly on decade markers instead of dragging

Problem: Timeline Animation Running Too Fast/Slow

Solution: Click the settings gear icon next to the play button and adjust animation speed. Options range from 0.5x (slower) to 2x (faster).

Problem: Markers Don't Update When Moving Timeline

Give the map a moment to load—changes appear after slider stops moving
Zoom out slightly then back in to force marker refresh
Refresh the page if markers still don't update

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Mobile-Specific Issues

Problem: GPS Location Not Working

1 Enable Location Services: Go to phone Settings > Privacy > Location Services > Enable for your browser.

2 Grant Permission: When prompted by the website, tap "Allow" to let When It Was access your location.

3 Check Browser Permissions: In browser settings, ensure whenitwas.com has location access permitted.

Problem: Touch Gestures Not Working Properly

Remove any screen protectors that might interfere with touch sensitivity
Clean your screen—dirt can affect touch accuracy
Restart your device if touch becomes unresponsive
Update your browser to the latest version

Problem: Text Too Small to Read on Mobile

Solution: Pinch to zoom on location pages, or increase text size in your phone's accessibility settings. On iPhone: Settings > Display & Brightness > Text Size. On Android: Settings > Accessibility > Font Size.

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Desktop-Specific Issues

Problem: Keyboard Shortcuts Not Working

Click on the map or page content first to ensure focus is on the page
Check that another browser extension isn't intercepting shortcuts
Try using shortcuts without modifier keys (just arrow keys, +/-, etc.)

Problem: Mouse Scroll Wheel Not Zooming Map

Click the map once to give it focus, then try scrolling
Check browser settings—some settings disable scroll wheel zoom
Use the +/- buttons or keyboard shortcuts as alternative

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Contribution Issues

Problem: Submission Form Not Saving

Fill Required Fields: Fields marked with * are required. Ensure all mandatory information is provided.

Check Character Limits: Some fields have maximum character counts. Shorten text if you've exceeded the limit.

Don't Navigate Away: Leaving the page before clicking "Submit" will lose your work. Complete and submit first.

Problem: Submission Rejected or Not Approved

Check your email—we send detailed explanations for rejections
Review our Verification Process to understand requirements
Revise and resubmit with additional details or sources
Contact support if you disagree with rejection decision

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Browser Compatibility Issues

Supported Browsers

When It Was works best on:

Chrome: Version 90 or newer
Firefox: Version 88 or newer
Safari: Version 14 or newer
Edge: Version 90 or newer

Unsupported Browsers: Internet Explorer is not supported. If using IE, please switch to a modern browser for the best experience.

Problem: Features Missing or Not Working

Solution: Update your browser to the latest version. Most issues are resolved by updating to current browser releases.

Still Need Help?

If your issue isn't covered here or the solutions didn't work, we're here to help.

Before Contacting Support, Try:

Clearing browser cache and cookies completely
Restarting your device
Trying a different browser or device
Checking our FAQ page for additional answers

When Contacting Support, Include:

Detailed description of the problem
What you were trying to do when the issue occurred
Device type and operating system (e.g., "iPhone 12, iOS 15" or "Windows 10 Desktop")
Browser name and version
Screenshots of any error messages (if applicable)
Steps you've already tried to fix the issue

Get Additional Help

Our support team is ready to assist with any technical issues.

Contact Support