We use Cloudflare to protect our services and uptime of our website, as well as to protect users from sign-in attempts from malicious bots. It sometimes happens that this blocks legitimate users.
If your device is being blocked by our systems, below are a list of the most likely reasons and what you can do.
We are unable to remove devices from the block list of Cloudflare.
Error 1020 "Access denied"
This error message indicates that the system has blocked your device from accessing CoinTracker.
Error 1015 is temporary - the rate limit block expires after one day.
- If you are seeing this message continuously, feel free to contact Support with the "ray ID" displayed in the message and we can see if we can address it. If you are okay to share, please also include your IP address (you can Google "what's my IP address" to see it). This will help us investigate why our system is wrongly limiting your access.
- Note - this is only for website access, the mobile app should still work.
Error 1015 "You are being rate limited"
This error message indicates that the system has blocked your device from accessing CoinTracker.
For Error 1020, cookies play an important role in helping our systems differentiate malicious traffic and legitimate visitors.
Try the following:
- Make sure cookies are enabled in your browser
- Turn off any browser extensions that block cookies
- Try another browser
- Try another device (i.e. a different computer or your smartphone)
- Clear your cookies and browser cache
- Wait a few hours before trying to access CoinTracker again
Account Blocked - "We detected suspicious activity in your CoinTracker account" email
For your security, if too many incorrect password attempts or incorrect login attempts are made on your CoinTracker account in a short period of time, the account will be blocked from login.
If this happens to you, you'll receive an email that says "We detected suspicious activity in your CoinTracker account" (screenshot of the email).
To unblock the account, you can either:
- Click the "unblock" button at the bottom of the email
- Reset your password