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I cannot change the document category

If you're unable to change the category of a document and the screen keeps loading without responding, this guide will walk you through the most common reasons and how to resolve the issue quickly.

This situation may occur due to a temporary browser glitch, connectivity issue, or specific account/session-related error. In most cases, it's easy to fix with a few simple checks.

Why this might happen

There are a few common reasons why the category change might not work as expected:

  • Your session may have timed out in the background

  • The browser cache could be holding outdated files

  • A browser extension or setting might be blocking part of the interface

  • There could be a temporary connection or performance issue

How to fix it

Here are the steps you can take to troubleshoot:

1. Refresh or reload the page

This is a simple first step. Sometimes the interface gets stuck, and a reload is all that’s needed.

2. Log out and log back in

If your session has expired in the background, logging out and logging back in can re-authenticate and fix the issue.

3. Clear your browser’s cache

Outdated files can prevent the latest version of the page from loading properly.

  • In Chrome, go to Settings > Privacy and security > Clear browsing data

  • Select Cached images and files, and clear the data

4. Use a different browser or open in incognito/private mode

This can help rule out problems caused by extensions or saved settings in your main browser.

5. Check your internet connection

Slow or unstable connections may prevent some elements from loading correctly, such as dropdown menus or save actions.

Still not working?

If the issue continues after trying the above, please contact our support team with the following information:

  • Your account email address

  • The document type you're trying to update (e.g. parcel, shipment, certificate)

  • The current category and the one you’re trying to change to

  • A screenshot or short screen recording of what happens

  • The browser you’re using (name and version)

This will help us identify and resolve the issue faster.

We're here to help

We understand that small interface issues can slow down your work, and we’re committed to making sure you can use iTraceiT smoothly. If you need assistance at any point, don’t hesitate to reach out.