In some cases, you may be unable to access our website or log in to your account, even if you’re entering the correct details. This is usually due to a temporary restriction triggered by your network connection rather than an issue with your account or our services.
Occasionally, your access to the website may be blocked for security reasons. When this occurs, you might see an error message similar to the one below:
The exact message may vary, but it typically includes:
- A reference number
- Your IP address
📄 Note
In examples, the reference number and IP address are often partially obscured for privacy.
Why does this happen?
Our system may restrict access when a network or device triggers certain automated security checks. This might occur due to:
- Using a VPN, proxy, or anonymised connection
- A dynamic IP address that recently showed unusual activity
- Accessing the platform from a restricted region
- Temporary security flags from your internet service provider (ISP)
- Multiple rapid connection attempts from the same network
These measures help protect your account and ensure the platform remains secure for all users.
What do the reference number and IP address mean?
- The reference number helps our team identify what triggered the block and investigate it quickly in our system logs.
- The IP address shows us which network you were using at the time of the block, allowing us to pinpoint the cause more accurately.
Sharing both with our support team will help speed up the resolution.
What troubleshooting steps should I follow?
Try the following steps:
- Refresh the page and try again.
- Disable any VPN or proxy services you may be using.
- Restart your router to obtain a new IP address from your ISP.
- If you're on mobile data, switch to Wi-Fi, or vice-versa.
- If the issue persists, please contact our support team and include:
- A screenshot of the “Access Denied” message
- The reference number
- Your IP address, as shown in the message
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