Solving Platform Access Issues

If you are having trouble loading or accessing the platform, then the steps below may help resolve this. This information is relevant to therapists and clients.

  • Corporate Network? – If you are trying to access the platform from within an organisation’s network then there may be network rules blocking access. Send our network configuration settings to your network administrator who will be able to grant access.
  • Browser Extensions? – Some web browser plugins (e.g. adblockers and antivirus) can prevent access to the platform. Try loading the platform using a private/incognito browsing window (see external article for how to do this). If this succeeds, then you know it was one of your extensions. Then try disabling each extension in turn to find the one that is causing the issue. You can then remove the extension or add an exception to that extension so that it allows access to Bilateral Base.
  • Antivirus Installed? – If you have an antivirus program installed on your device, temporarily disable it to see if this resolves the issue. If it does then you need to add Bilateral Base as an exception in your antivirus software so that it allows access.


If you can’t resolve the issue, Contact us and we’ll help you work out what is stopping you from accessing Bilateral Base.