Website & hosting

Website says 'access denied' or blocks a customer

Many of our sites sit behind a security firewall that blocks attacks, bots and sometimes whole countries known for spam. Occasionally it blocks a real person.

What to send us

Raise a ticket with:

• the reference code on the block page (often called a "Ray ID"), which helps a lot. Type it into the ticket.
• the page link they were trying to open
• roughly when it happened
• the country they were in, and whether they were on a VPN or work network

Things they can try

• Wait 10–15 minutes. Repeated attempts can cause a temporary block.
• Turn off any VPN.
• Try another network (for example mobile data instead of office Wi-Fi).

We can then allow that country, network or tool if it's genuine.