Trouble downloading your report? Here's what to check

If you clicked Download and nothing happened, two quick checks usually fix it: use a computer, and allow pop-ups.

Use a computer or laptop

Downloading PDFs works best in a desktop or laptop browser. Mobile devices can sometimes block or interrupt downloads.

Allow pop-ups in your browser

Some reports open in a new tab as a PDF, so make sure your browser isn’t blocking pop-ups for the SelfDecode website. How to Allow Pop-Ups in Your Browser covers Chrome, Safari and Edge.

If that didn’t fix it

Try refreshing the page, or opening your report in a different browser from the one you’re using now.

If you’re getting an error message rather than nothing happening — for example that some of your results are broken — that isn’t a browser issue, and the checks above won’t help.

Still need help?

Get in touch and we’ll pick it up from there. Our team is around seven days a week, and most messages get a reply within a few hours.