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Troubleshooting and Support

TurboCache favors serving a previous working page over returning an error while an update is being generated. A page that looks out of date does not necessarily mean publishing failed.

A public page still shows old content​

  1. Open the public URL in a private browser window to rule out a local browser session or preview state.
  2. Confirm that the WordPress item is published, not scheduled, pending, or a draft.
  3. Check the page directly affected by the edit, then any related homepage or archive page separately. They can refresh at different times.
  4. Allow the background refresh to finish, especially after a change with a large impact such as a category rename or frontend release.
  5. If the old version persists, send the details below to Organic Support.

A browser hard refresh does not force TurboCache to regenerate a page. It only asks the browser and CDN for the public version again.

Preview shows the public version​

Confirm that you:

  • are signed in to WordPress;
  • opened the preview URL generated by WordPress rather than the public URL; and
  • have not copied the preview into a browser where you are signed out.

Never share a preview URL publicly. If a valid authenticated preview remains stale, report it to Organic Support as a preview issue.

A new URL returns an error or redirect​

Check that the permalink is correct and the item is publicly accessible in WordPress. Include both the expected URL and the URL shown in the browser when reporting an unexpected redirect.

URL structure changes, including trailing-slash changes, require coordination with Organic because the frontend, CDN, sitemap, and page snapshot must agree on the canonical URL.

Query parameters do not change the page​

Tracking parameters normally use the same cached page as the canonical URL. Parameters that materially change page content must be reviewed and explicitly supported. Contact Organic before launching a feature that depends on a new query parameter.

Urgent content removal​

For legal, privacy, or security removals, contact Organic Support immediately. Provide the exact URL or URL list and clearly state that cached copies must be removed. An emergency removal is different from a routine freshness refresh and may temporarily increase load on the site's frontend.

Information to include in a support request​

Send requests through the Organic Help Desk and include:

  • the site and environment (staging or production);
  • every affected public URL;
  • the WordPress edit or deployment that preceded the issue;
  • the approximate time of that action, including your time zone;
  • the expected result and what you see instead;
  • whether the issue affects the public URL, an authenticated preview, or both; and
  • screenshots when they help show the difference.

Do not include passwords, session cookies, access tokens, unpublished sensitive content, or other credentials in the request.