Sometimes things go wrong. To help us help you get things sorted out quickly we need as much information as possible. 

For example…


The website’s not working 🙁 


When I try to go to the about page it brings up an error message.

1,000,000 points
  • I’m having trouble accessing this page:
  • I can view other pages on ok.
  • When I go that that url I get an error message saying ‘The requested URL was not found on this server.’
  • I’m using Google Chrome on my Apple laptop.
  • My IP address is 12.345.67.89.

Some of the things that help us troubleshoot are

What exactly is the problem you're having?

The more information you can give us the better. Is it:

  • A completely blank screen?
  • An error message? if so what exactly is the error message?
  • Something not looking quite right?
What url are you having trouble with?

Please let us know if you’re having trouble with an entire website or just a single page. If so, send us the url to the page.

Is it the entire website or just one page?

Check if you can view other pages on the same website ok.

If it's an entire website check that you definitely have an internet connection

If not, can you access other websites? Try loading and refresh. If you can’t get that the problem’s likely at your end.

If it’s an access issue

Is your IP address blocked? Try from your smartphone with wifi off

Try and access the page from your phone with its wifi turned off so you’re not using the same network as your computer. If you can get it now your network’s IP address is probably being blocked.

Send us your IP address

Go back to your computer, Google ‘my ip’ and send it to us. It will look like this: 12.345.67.89. We’ll be able to check the website and server firewalls and should be able to unblock the address, and find out what’s caused the problem.

If it’s a ‘not looking right’ issue

Clear your cache

Sometimes your browser stores information to make things load more quickly and you just need to clear this and try again. The process varies depending on your operating system and browser – try this website for Mac or Windows instructions.

Let us know what device you're using and what browser and browser version
Send us a screenshot

If you can email us a screenshot it can help us work out what you’re seeing. The process for doing this varies depending on operating system – try these Mac or Windows instructions.

Jul 4, 2018 ·