š Login & Password Issues
Forgot your password? Use the Forgot Password link on the login page.
Didnāt receive an activation or reset email?
Check your spam/junk folder.
Make sure your email is entered correctly.
If you still donāt see it, contact [email protected]
Blank screen after login? Clear cache and cookies, refresh your browser, and try logging in again.
š 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 browserās cache and cookies.
Tabs: Close unnecessary browser tabs ā too many open at once can slow things down.
Zoom: Check your zoom level (set to 100% or less). At high zoom (175ā200%), some buttons may disappear.
Device: The platform is optimized for desktop. Access on mobile may be limited.
š For full details, see our article on Software Requirements & Supported Browsers.
š Access & Subscription Issues
If you canāt 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 institutionās 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 ā wait a few minutes.
If a download fails:
Refresh the page and try again.
Check your Downloads folder or your profileās Download Jobs page.
š ļø If the Problem Continues
If these steps donāt 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.