> ## Documentation Index
> Fetch the complete documentation index at: https://support.visualcare.com.au/llms.txt
> Use this file to discover all available pages before exploring further.

# Access denied (403)

> What the 403 Access Denied message means and how to get back into Visualcare

Seeing a **403 Forbidden** or **Access denied** message when opening Visualcare? Visualcare blocks connections from IP addresses outside Australia for security reasons, so if you're connecting from overseas your request is rejected before the login screen loads.

## How to get back in

<Steps>
  <Step title="Connect to a VPN with an Australian server">
    Access from outside Australia requires a VPN connected to an Australian server. If you don't have a VPN, ask your IT team or administrator for your organisation's approved VPN.
  </Step>

  <Step title="Already using a VPN? Check it's connected">
    A VPN that's installed but not connected - or connected to a server outside Australia - is still blocked. Check that:

    * The VPN is switched on and shows as connected
    * The selected server location is **Australia**
    * You've reloaded the page (or opened a new tab) after connecting

    If you're having trouble with the VPN connection itself, contact your organisation's internal IT team - Visualcare doesn't maintain or support your organisation's VPN.
  </Step>

  <Step title="Still can't get in?">
    If you're connected to an Australian VPN server and still seeing the 403, lodge a support ticket - see [Getting support](/getting-started/getting-support) for how to raise one. Include your location and the network you're connecting from so we can investigate quickly.
  </Step>
</Steps>

<Note>
  A VPN connected to an Australian server is the only supported way to access Visualcare from overseas. If you're travelling and will need access, arrange VPN access with your IT team before you leave.
</Note>