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Troubleshooting Platform Access Issues

If you run into problems accessing the platform, these steps will help resolve the most common issues.

Updated today

šŸ”‘ Login & Password Issues

  • Forgot your password? Use the Forgot Password link on the login page.

  • Didn’t receive an activation or reset email?

    • Check your spam/junk folder.

    • Make sure your email is entered correctly.

    • If you still don’t see it, contact [email protected]

  • Blank screen after login? Clear cache and cookies, refresh your browser, and try logging in again.


🌐 Browser & Display Issues

  • Use the latest version of Chrome, Firefox, or Edge (Safari and Internet Explorer may not be fully supported).

  • Refresh the page or log out and back in.

  • Clear your browser’s cache and cookies.

  • Tabs: Close unnecessary browser tabs – too many open at once can slow things down.

  • Zoom: Check your zoom level (set to 100% or less). At high zoom (175–200%), some buttons may disappear.

  • Device: The platform is optimized for desktop. Access on mobile may be limited.

šŸ‘‰ For full details, see our article on Software Requirements & Supported Browsers.


šŸ“‚ Access & Subscription Issues

  • If you can’t see certain reports or data:

    • Check whether your subscription is still active.

    • Confirm your user role (Admin, Pro and Lite). Lite users have limited access.

    • If your institution’s subscription has expired, access will stop at the end date.


ā¬‡ļø Download Issues

  • Check whether your account has full data download licencing as part of the dataset subscription

  • Large downloads may take time to process – wait a few minutes.

  • If a download fails:

    • Refresh the page and try again.

    • Check your Downloads folder or your profile’s Download Jobs page.


šŸ› ļø If the Problem Continues

If these steps don’t resolve your issue, please email us at [email protected] with as many details as possible, including:

  • The browser and version you are using.

  • Screenshots of your entire browser window (including the URL and any filters).

  • A short description of what you were doing when the issue occurred.

  • If possible, a short screen recording of the steps leading up to the issue.

Providing this information will help us investigate and resolve your issue much faster.

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