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If you're having trouble accessing the Cahoot platform — a page that won't load, a timeout, an "access denied" message, or a "you have been blocked" screen — this article walks you through what to try on your own and what to send support so we can resolve the issue quickly.

Note: If instead you're seeing an error that reads "An error occurred while processing your request" or "Object reference not set to an instance of an object," that's a different type of error. See Fixing the "An Error Occurred While Processing Your Request" Error instead.

 

📋 Run a Cahoot connection trace

(copy the full output and include it in your Ticket)

 

Try This Before Contacting Support

Many Cloudflare errors are temporary or browser-specific and resolve with basic troubleshooting. Work through this checklist first — you may not need to open a ticket at all.

  • Try a different browser.
  • Try incognito or private mode.
  • Disable any VPN. VPN traffic is commonly flagged by Cloudflare firewall rules.
  • Clear your browser cache and cookies, then reload the page.
Tip: If the error only happens in one browser or disappears in incognito mode, the issue is almost certainly local to your browser — not an account or network problem.

How to Report the Error to Support

If the self-service steps above didn't resolve the issue, open a support ticket and include the following so our team can investigate without needing to follow up.

1Include your trace output. Run the connection trace, copy all the text on the page, and paste it into your ticket.

2Note the exact error code or message (e.g., Error 1020: Access Denied). A screenshot of the error page is helpful if you have one.

3Describe what you were doing. Include the page or URL you were trying to reach and the action that triggered the error (logging in, submitting an order, etc.).

4Record when it happened. Include the date, time, and timezone, and note whether the error is consistent or intermittent.

5Submit your ticket through the Submit Ticket system.

Types of Errors

Regardless of the specific code, these errors fall into one of two categories. The category determines what to try next.

Error Type What to Do
Access blocks
"Access denied," "you have been blocked," IP or ASN banned, challenge loops
(Errors 1005, 1006–1008, 1010, 1015, 1020)		 Disable any VPN, try a different browser in incognito mode, and try a different network (mobile data often works if Wi-Fi is blocked). If still blocked, submit a ticket with your trace output and the Ray ID from the error page.
Timeouts and server errors
Connection timeouts, SSL errors, server unreachable
(Errors 502, 521, 522, 523, 524, 525, 526, 530)		 Wait 10–15 minutes and try again — these are often transient. If the error persists, submit a ticket with your trace output and the time it started.
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