If you are trying to log in at billing.pacwebhosting.uk and see the message “Complete the captcha and try again” – even though there is no captcha to complete, or you have already completed it – this short guide will get you back in. It is a quick fix and nothing is wrong with your account.
Why this happens
We recently upgraded the security check on our login pages to a newer, faster and more private system (Cloudflare Turnstile). Your browser may still be holding on to a saved copy of the old login page, which no longer matches what our server expects – so the security check fails and you see the captcha error.
The fix is simply to clear that saved copy so your browser loads the new page. There are two ways to do this: a quick refresh, or clearing your cache.
First, try a hard refresh
Often all that is needed is to force your browser to reload the page fresh, ignoring its saved copy:
- Windows (Chrome, Edge, Firefox): press Ctrl + F5 (or hold Ctrl and click the reload button).
- Mac (Chrome, Firefox): press Cmd + Shift + R.
- Safari on Mac: press Cmd + Option + R.
Then try logging in again. If you still see the captcha error, clear your cache using the steps below.
A quick alternative to test with: open a private / incognito window and log in there. A private window ignores your saved cache, so if it works that confirms a cache clear will fix your normal window.
Clearing your browser cache
Choose your browser below. You only need to clear cached images and files – you do not need to clear your passwords or history.
Google Chrome
- Click the three-dot menu (top right) and go to Delete browsing data (under History, or Settings > Privacy and security).
- Set the time range to All time.
- Tick Cached images and files.
- Click Delete data, then close and reopen your browser.
Microsoft Edge
- Click the three-dot menu (top right) and go to Settings > Privacy, search, and services.
- Under Clear browsing data, click Choose what to clear.
- Set the time range to All time and tick Cached images and files.
- Click Clear now, then close and reopen your browser.
Mozilla Firefox
- Click the menu (three lines, top right) and go to Settings > Privacy & Security.
- Scroll to Cookies and Site Data and click Clear Data.
- Tick Cached Web Content and click Clear.
- Close and reopen your browser.
Safari (Mac)
- In the menu bar, open Safari > Settings > Advanced and tick Show features for web developers.
- Now open the Develop menu in the menu bar and choose Empty Caches.
- Close and reopen Safari.
On your phone or tablet
- Safari (iPhone/iPad): the quickest option is to open the login page in a Private tab. To fully clear, go to Settings > Apps > Safari > Clear History and Website Data.
- Chrome (Android): tap the three-dot menu > Delete browsing data, choose All time, tick Cached images and files, and tap Delete data.
Log back in
Once you’ve cleared your cache and reopened your browser, go to billing.pacwebhosting.uk and log in as normal. The captcha error should be gone.
Still not working? Try another browser
If clearing your cache hasn’t helped, the security check may be being blocked by strict privacy or security settings in your browser – things like a strict tracking-protection mode, an ad or script blocker, or a privacy extension can all prevent it from loading.
The quickest way to confirm this is to try logging in with a different browser if you have one available (for example Chrome, Edge, Firefox or Safari). If it works there, you’ll know your original browser’s settings or an extension were the cause.
- Temporarily pause any ad-blocker or privacy extensions for our site and try again.
- If you use a strict or “enhanced” tracking-protection mode, try lowering it, or allow billing.pacwebhosting.uk as an exception.
- Make sure JavaScript and cookies are allowed for our site – the security check needs both.
Still seeing the message after clearing your cache and trying another browser? Please contact our support team, (you will need to call us as you cannot login!) letting us know which browser and device you are using, and we will get you sorted.
