Overview

Provide screenshots of the dashboard preview and public page if the mismatch persists. Remove any sensitive information before sending them.

Identify the Symptom

This article focuses specifically on profile page shows old information. Start by completing “Confirm the edit was saved” and finish by checking “Allow a short propagation period before republishing” against the result shown in the current Official.my interface. Treat a specific product message as more authoritative than a general explanation in this guide.

Continue with Contact support effectively for the next relevant part of this workflow.

Diagnostic Steps

  1. Step 1: Confirm the edit was saved. Confirm it is complete before moving to “Publish the updated draft successfully”. Note any exact error shown.
  2. Step 2: Publish the updated draft successfully. Confirm it is complete before moving to “Reload the public URL”. Note any exact error shown.
  3. Step 3: Reload the public URL. Confirm it is complete before moving to “Check in a private browser window”. Note any exact error shown.
  4. Step 4: Check in a private browser window. Confirm it is complete before moving to “Allow a short propagation period before republishing”. Note any exact error shown.
  5. Step 5: Allow a short propagation period before republishing. Check the final profile page shows old information result from the user's perspective. Note any exact error shown.

Troubleshooting Tips

  • Before you confirm the edit was saved, confirm that you are working with the intended account, profile or public URL.
  • When handling old profile, change one relevant item at a time and note the visible result before continuing.
  • After you allow a short propagation period before republishing, test the outcome independently rather than relying only on the editor, preview or previous browser tab.

Common Recovery Mistakes

  • Skipping the check to publish the updated draft successfully and assuming the next screen or public page will correct incomplete information automatically.
  • Repeating allow a short propagation period before republishing rapidly when the first attempt is still processing, cached or waiting for a provider response.
  • Treating cache issue as proof of ownership, verification, delivery or commercial outcome when it is only one part of this workflow.

Need More Help?

Contact Official.my Support about “Profile page shows old information” when you have completed the steps above and the same problem still occurs. Include the affected username or profile URL when relevant, the exact action that failed—especially allow a short propagation period before republishing—the full on-screen message, and the approximate time. For this Troubleshooting topic, a safe screenshot showing the old profile issue can help. Remove passwords, verification codes, reset links, private keys and unrelated personal information before sending anything.