Troubleshooting Your Aruba ED Card Submission

Experiencing technical difficulties while trying to submit your Aruba ED Card application? You're not alone. Many travelers encounter technical issues during the online submission process, but most problems can be resolved quickly with the right troubleshooting steps.

This comprehensive guide addresses the most common technical problems that prevent successful ED Card submission, from browser compatibility issues to network connectivity problems. Whether your form won't load, buttons aren't working, or you're receiving error messages, we'll help you identify and fix the issue.

Important: If you're experiencing issues with incorrect information or data entry mistakes, visit our common errors guide instead. This page focuses specifically on technical and system-related problems.

Ensuring Browser Compatibility

The Aruba ED Card application system works best with modern, updated web browsers. Using an outdated browser or one with restrictive settings is the most common cause of technical issues.

Recommended browsers (latest versions):

• Google Chrome - Best overall compatibility
• Mozilla Firefox - Excellent alternative
• Microsoft Edge - Good for Windows users
• Safari - Recommended for Mac/iOS users

Step-by-step browser troubleshooting:

1. Update your browser: Ensure you're using the latest version. Check your browser's settings or help menu for updates.
2. Enable JavaScript: The application requires JavaScript to function. Verify it's enabled in your browser settings.
3. Allow cookies: The system uses cookies to maintain your session. Enable cookies for the ED Card website.
4. Disable browser extensions: Ad blockers, privacy extensions, or security tools may interfere. Try disabling them temporarily.
5. Clear cache and cookies: Old cached data can cause conflicts. Clear your browser's cache and try again.

Fixing Display and Loading Problems

If the application form won't load, displays incorrectly, or shows missing elements, follow these troubleshooting steps in order:

Step 1: Perform a Hard Refresh

• Windows: Press Ctrl + F5 or Ctrl + Shift + R
• Mac: Press Cmd + Shift + R
• Mobile: Clear browser cache in settings, then reload

Step 2: Clear Browser Data

1. Open your browser settings
2. Find "Clear browsing data" or "Privacy and security"
3. Select "Cached images and files" and "Cookies"
4. Choose "All time" for the time range
5. Click "Clear data" and restart your browser

Step 3: Try Incognito/Private Mode

Open the application in your browser's private/incognito mode. This disables extensions and uses fresh settings:

• Chrome: Ctrl + Shift + N (Windows) or Cmd + Shift + N (Mac)
• Firefox: Ctrl + Shift + P (Windows) or Cmd + Shift + P (Mac)
• Safari: Cmd + Shift + N
• Edge: Ctrl + Shift + N

Step 4: Switch Browsers

If the problem persists, try a different browser. Download and install an alternative browser if needed, then attempt your application again.

Step 5: Check System Requirements

• Ensure your operating system is up to date
• Verify you have sufficient RAM available (close unnecessary programs)
• Check that your screen resolution is at least 1024x768
• Disable any VPN or proxy services temporarily

Common Error Messages and Solutions

"Server Error" or "500 Internal Server Error"

• Cause: Temporary server issue
• Solution: Wait 15-30 minutes and try again. The system may be undergoing maintenance or experiencing high traffic.

"Connection Timeout" or "Request Timeout"

• Cause: Slow internet or server overload
• Solution: Check your internet connection, close other applications, and retry. Try during off-peak hours.

"Session Expired"

• Cause: Form left inactive too long
• Solution: Start a new application. Have all required information ready to complete it quickly.

"Invalid Input" or "Validation Error"

• Cause: Data doesn't meet format requirements
• Solution: Check the specific field mentioned. Verify date formats, remove special characters, ensure all required fields are filled.

"Unable to Process Request"

• Cause: Various technical issues
• Solution: Clear browser cache, try different browser, check internet connection, or wait and retry later.

Resolving Payment Processing Issues

If you're experiencing problems during the payment step of your application, try these solutions:

Payment Declined or Failed:

1. Verify card details: Double-check card number, expiration date, and CVV code
2. Check available funds: Ensure sufficient balance or credit limit
3. Contact your bank: Some banks block international transactions - call to authorize
4. Try different card: Use an alternative credit or debit card
5. Use different payment method: Try PayPal or other available options
6. Disable VPN: Virtual private networks can trigger fraud detection

Payment Page Won't Load:

• Ensure pop-ups are allowed (payment may open in new window)
• Disable ad blockers temporarily
• Check if your browser supports secure payment protocols (SSL/TLS)
• Try a different browser or device

Charged But No Confirmation:

• Wait 24 hours - processing can be delayed
• Check email spam/junk folder for confirmation
• Check your application status online
• Contact support with transaction reference number
• Do not submit duplicate applications immediately

Important: If payment fails, wait at least 30 minutes before attempting again to avoid duplicate charges. Keep records of all transaction attempts.

When Basic Solutions Don't Work

If you've tried the standard troubleshooting steps without success, try these advanced solutions:

1. Check Browser Console for Errors

1. Press F12 to open Developer Tools
2. Click the "Console" tab
3. Look for red error messages
4. Take a screenshot and contact support with details

2. Test with Different Network

• Try mobile data instead of WiFi (or vice versa)
• Use a different location's internet connection
• Test from work, library, or friend's network
• This helps identify if your ISP is blocking access

3. Disable All Browser Extensions

1. Go to browser settings/extensions
2. Disable all extensions temporarily
3. Restart browser and try application
4. Re-enable extensions one by one to find culprit

4. Reset Browser Settings

• Go to browser settings
• Find "Reset settings" or "Restore defaults"
• This clears all customizations but may fix issues
• Bookmark important pages first

5. Try Different Device

If possible, attempt the application from a completely different computer, tablet, or smartphone. This helps determine if the issue is device-specific.

6. Check System Date and Time

Ensure your device's date and time are set correctly. Incorrect system time can cause SSL certificate errors and prevent secure connections.

Getting Help from Support Team

If you've exhausted all troubleshooting options and still cannot submit your application, it's time to contact support. Here's when and how:

Contact support if:

• You've tried multiple browsers and devices without success
• Error messages persist after following all troubleshooting steps
• Payment was processed but no confirmation received (after 24 hours)
• The application system appears to be completely down
• You receive unusual or unexplained error codes
• Your travel date is approaching and you cannot complete the application

Information to provide when contacting support:

1. Detailed description of the problem and when it occurs
2. Browser and version you're using (e.g., Chrome 120.0)
3. Operating system (Windows 11, macOS 14, iOS 17, etc.)
4. Device type (desktop, laptop, smartphone, tablet)
5. Screenshots of error messages or problematic screens
6. Steps you've already tried to resolve the issue
7. Transaction reference number (if payment-related)
8. Approximate time when the problem occurred

Best time to contact: Try reaching support during business hours for faster response. Have all relevant information ready before calling or emailing.