# I see an Access Denied error

> An Access Denied page means your IP address is blocked, either by the platform's IP restrictions or by your organisation's CDN. Here is how to tell which and fix it.

FAQ · Company Set-up & Users · Last updated 17 September 2026

URL: https://personalisationhub.com/support-centre/company-set-up-and-users/i-see-an-access-denied-error/

Access Denied means the network address you are connecting from is not allowed to reach the platform. There are 2 possible sources of the block, and the error page tells you which.

### The error shows a reference number

**Cause.** Your organisation's CDN (for example Akamai or CloudFront) blocked the request, typically through a geo-fencing or firewall rule.

**Fix.** Copy the reference number from the page and send it to your CDN team so they can identify the rule.

### The error shows no reference number

**Cause.** The platform's own IP restrictions under **Platform Admin → Security (IP Restrictions)** do not include your current IP address — for example you are working from home or on mobile data rather than the office network or VPN.

**Fix.** Search the web for "what's my IP address", copy the result and send it to your Platform Admin. They add it under **Security (IP Restrictions)** with **Add New IP Address**, in CIDR form.

If you are the Platform Admin and have locked yourself out, connect from an address that is still allowed (such as the office network) to add the new one. See [Step 7 — Restrict platform access by IP address](https://personalisationhub.com/support-centre/platform-installation/step-7-restrict-platform-access-by-ip-address/).

## Related

- [I can't sign in to the platform](https://personalisationhub.com/support-centre/company-set-up-and-users/i-can-t-sign-in-to-the-platform/)
- [Where is my data stored and how is the platform secured?](https://personalisationhub.com/support-centre/getting-started/where-is-my-data-stored-and-how-is-the-platform-secured/)
- [Troubleshooting index](https://personalisationhub.com/support-centre/troubleshooting/troubleshooting-index/)