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If you need help, please try the suggestions below before you open a support ticket, especially if your issue is urgent. We are currently running several days to several weeks (yes, weeks) behind in responding to support requests. You may find an answer here more quickly than we can get back to you.


Did you open a support ticket before you found this article? If one of the suggestions below solves your issue, please reply to our email to let us know you no longer need our assistance. Thanks!


Do you have a question about AdBlock Premium? Please start here.

Do you have a question about our AdBlock for Safari Mac app? Please start here.


In this article:

Try some easy fixes first

Ads aren't blocked

Ads are blocked but you don't want them to be

A web page or site isn't working or looks wrong

Something is wrong with AdBlock

You're having trouble installing or uninstalling AdBlock

You want a refund or you see an unauthorized payment to AdBlock

You need to reinstall AdBlock. Do you have to pay again?

Other frequently asked questions about AdBlock

Something is wrong with your computer

Your issue isn't listed above


Try some easy fixes first

  1. Restart your computer. This solves 95% of all known computer problems.
  2. Uninstall and reinstall AdBlock. (Be sure to copy any custom filters to a text file first! You'll need to add them again after you reinstall AdBlock. If you don't want to pay for AdBlock at this time, just close our donation page when it opens.)
  3. Make sure your browser is up-to-date.


Is the issue still there? Keep going.


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Ads aren't blocked

Start here.


Ads are blocked but you don't want them to be

Do you want to stop blocking ads, either temporarily or whenever you visit a particular site?

Did you tell AdBlock to allow ads on a YouTube channel, but no ads are showing?


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A web page or site isn't working or looks wrong

Does Chrome stop responding and do you see "Waiting for extension AdBlock" in the status bar when you visit certain websites?


Is the site telling you to disable AdBlock?

Is the site telling you to disable AdBlock but you already did, or you don't have an ad blocker?


Is AdBlock preventing you from getting cash back when you shop with Ebates?

Is AdBlock preventing you from creating a Facebook ad? (Pause AdBlock while you create the ad.)


Is something not working or do pages look wrong on a site you're visiting?

Is something not working or do pages look wrong on your website?


Look in our knowledge base if the articles above didn't answer your question


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Something is wrong with AdBlock

Is AdBlock using a lot of memory?


Is the AdBlock menu empty and is the options page blank in Microsoft Edge?

Is the AdBlock menu empty and is the options page blank in Chrome?


Have your AdBlock settings been reset or does our payment page appear every time you start Microsoft Edge?

Have your AdBlock settings been reset or does our payment page appear every time you start Chrome?

Have your AdBlock settings been reset or does our payment page appear every time you start Firefox?

Have your AdBlock settings been reset or does our payment page appear every time you start Safari?


Is AdBlock continually disabled when you start Microsoft Edge?
Is AdBlock continually disabled or uninstalled when you start Chrome?
Is AdBlock continually uninstalled or reset when you start Safari?


Is the AdBlock button not showing in your browser toolbar?


Does the wrong thing open when you select an item on the AdBlock menu?


Look in our library if the articles above didn't answer your question


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You're having trouble installing or uninstalling AdBlock

Are you uncertain how to install or uninstall AdBlock?


Did you pay for AdBlock but nothing downloaded?


Are you getting an error when you try to install AdBlock in Microsoft Edge?

Are you getting an error when you try to install AdBlock in Chrome?

Are you getting an error when you try to install AdBlock in Safari?


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You want a refund or you see an unauthorized payment to AdBlock

Do you want a refund?

Were you charged for AdBlock without your knowledge or authorization?


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You need to reinstall AdBlock. Do you have to pay again?

Do you want to reinstall AdBlock or install it on another computer and you're wondering if you need to pay for it again?


Look in our Payment FAQ or browse our library if the article above didn't answer your question about paying for AdBlock


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Other frequently asked questions about AdBlock

Why does AdBlock need to "read and change" all the data on web pages you visit?


Is a pop-up window telling you your computer has a virus and your personal information is being stolen?


Is AdBlock available on mobile devices (and other questions about ad blocking on mobile devices)?


How can you stop auto-playing videos?


Is AdBlock a "light" version of Adblock Plus?


How does AdBlock work?


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There's something wrong with your computer

If your computer is smoking, making a strange noise, or otherwise acting strangely, the cause is almost certainly something other than AdBlock. As a browser extension, AdBlock can only affect your web browser, and it can do that only in very limited ways.


Here's how to test whether AdBlock is causing the trouble:

  1. Close your web browser. Restart your computer. Don't open your web browser. Does the problem continue to happen?
    Yes: AdBlock is not involved. If your web browser is not running, neither is AdBlock.
    No: Continue to Step 2.
  2. Open your web browser. Pause AdBlock, then reload the web page. Does the problem continue to happen?
    Yes: AdBlock is probably not involved, but continue to Step 3 just to be certain.
    No: See "The problem doesn't happen when AdBlock isn't running" below.
  3. Disable AdBlock in your browser's extension or add-on settings, then reload the web page. Does the problem continue to happen?
    Yes: See "The problem happens when AdBlock isn't running" below.
    No: See "The problem doesn't happen when AdBlock isn't running" below.


The problem doesn't happen when AdBlock isn't running

If the issue only happens when AdBlock is running, then AdBlock may be involved. This is rare, but not unknown. Close all your open applications and restart your computer to free up memory AdBlock might have been hanging onto. Is AdBlock taking up an excessive amount of memory?


The problem happens when AdBlock isn't running

If the issue happens whether or not AdBlock is running, then AdBlock is not causing it. Please enter your computer's symptoms in your favorite search engine to find advice on how to fix it.


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Your issue isn't listed above

Please browse or search our Knowledge Base. You may find a solution or workaround. Bookmark this page or just leave it open in case you don't find the answer.


If you didn't find an answer in our Knowledge Base, or the suggestions you found didn't help, please open a support ticket. (Please note, we often run anywhere from 3 to 15 days or more behind in responding to tickets.)


Note: Please don't post a trouble report in our forums. We probably won't see it right away, and that's not what our forums are for.


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What should you include in your support ticket?

If you open a support ticket, we can help you faster if we have some information to start from. Here's what we need from you.

  1. Be specific when describing the issue. What exactly is happening? What troubleshooting steps have you already tried, if any?
  2. Corollary to #1: The title can be just as important as the description. Make it meaningful.
  3. Include the URL of a page where the issue is happening, copied from the address bar.
  4. Include AdBlock's debugging information. Need help providing debugging information?
  5. Screenshots are always appreciated! It saves us having to ask for them because we will. Need help providing a screenshot?
  6. If a suggestion fixed your issue, or if you found a solution on your own, please let us know! Others may be able to benefit from your experience. Again, please be specific about what solved your issue.


Thanks!


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