Tech Troubleshooting
Before you panic,
try this first.
90% of Command and Lone Wolf bugs aren't actually bugs — they're browser gremlins. Run through this checklist before you do anything else.
Step-by-step fix checklist
Start at Step 1 and work your way down. Most issues resolve before you even get to Step 5. These steps work for both KW Command and Lone Wolf Transact.
Refresh the page
Sounds too simple. Do it anyway. Hit Ctrl + R (Windows) or Cmd + R (Mac) for a hard refresh. If the issue disappears, you're done.
Log out, then log back in
Sign out completely, close the tab, reopen a fresh Chrome tab, and log back in. Session timeouts and auth hiccups cause a surprising number of weird behaviors.
Test in an Incognito window
Open an incognito window in Chrome (Ctrl + Shift + N on Windows, Cmd + Shift + N on Mac) and try logging in there. Incognito runs with no extensions and a clean cache — if it works in incognito, the problem lives in your regular browser, not the platform.
Clear your cache and cookies
In Chrome, go to Settings → Privacy and Security → Clear Browsing Data. Select "Cached images and files" and "Cookies and other site data," set the time range to "All time," and clear it. Then close Chrome completely, reopen it, and try again.
Disable browser extensions
Ad blockers, password managers, and other extensions can interfere with KW platforms. In Chrome, go to Settings → Extensions and toggle them off one by one to find the culprit — or just test in incognito (Step 3) to confirm it's an extension issue.
Try a different device or network
If the issue only happens on your laptop but not your phone (or vice versa), or only at home but not the office, that narrows down where the problem actually lives. Note what you find — it'll help when you submit a ticket.
Still broken? Time to submit a ticket.
You've done the work — now let the right people take it from here. You can either shoot us a message and we'll submit it on your behalf, or go straight to KW support yourself. Either way, include a screenshot and a quick description of what you were trying to do when it broke.
Need a walkthrough, not a fix?
KW's knowledge base at answers.kw.com has step-by-step guides for Command features, Lone Wolf workflows, and pretty much everything in between. If you're not sure how something is supposed to work — check here first before assuming it's broken.
Go to answers.kw.com