If you see a “Forbidden” or “Forbidden ID” error when trying to access our website or app, it usually means something is preventing your connection from loading the site correctly.

Before contacting us, please try the following:

1. Check your location

Are you currently trying to access our website from outside Australia or New Zealand?

Our website is only supported in AU and NZ, so access from other regions may be restricted.

2. Turn off VPN or proxy

If you are using a VPN, proxy, or security browser extension, please turn it off and try again.

These tools can sometimes block or interfere with access to our site.

3. Try a different browser or device

If the issue continues, try:

• A different web browser (e.g. Chrome, Safari, Edge)
• A different device (mobile vs desktop)
• Switching from Wi-Fi to mobile data (or vice versa)

4. Refresh and retry

Sometimes this error can occur due to temporary network or session issues. Refresh the page or close and reopen the app.

Still not working?

If you are still seeing the error after trying the steps above, please contact our Customer Service team and include:

• The full “Forbidden ID” error message or code
• A screenshot of the error (if possible)
• Whether you are using the website or app
• Your location (AU/NZ or overseas)
• Whether you are using a VPN

This helps our team investigate the issue faster and escalate it if needed.

We’ll review your case and get back to you as soon as possible.