Troubleshooting
The site fails on a specific network or Wi-Fi
Work around captive portals, filtered networks, VPNs, and blockers that stop the site from working.
For travelers and guides2 min readUpdated September 24, 2026
If the site loads fine on one connection but fails on another, the network itself is usually the cause — not your account or device. This is common on hotel, airport, school, and office Wi-Fi, and with VPNs, ad blockers, or DNS filtering.
Quick fixes
- Switch to mobile data, or a different Wi-Fi network, and try the same page again.
- If you're on hotel, airport, or public Wi-Fi, open a new browser tab and make sure you've completed any sign-in or "agree to terms" page (a captive portal) — until you do, that network can block everything else, including our site.
- Temporarily turn off a VPN, if you're using one and it's safe to do so, then retry.
- Temporarily disable an ad blocker or privacy extension for this site.
Why this happens
Several parts of the site rely on external scripts loading correctly: our security check, secure checkout, and Google sign-in. Restrictive networks — school and workplace filters, some public Wi-Fi, ad/DNS blockers, and certain VPNs — can silently block those scripts even while the rest of the page loads normally. In some countries, network-level filtering can affect access to some of these external services more broadly.
| Symptom | Likely cause | Fix |
|---|---|---|
| Page loads but sign-in/sign-up never completes | Captive portal not finished, or filter blocking scripts | Complete the Wi-Fi sign-in page first; try mobile data |
| Security check spins forever or shows an error | Network blocking the check | See The security check won't load |
| Checkout page won't load or payment won't go through | Filter or VPN blocking Stripe's checkout scripts | Try a different network; see Checkout isn't working |
| Images or guide photos won't load | Slow or filtered connection | See Slow connection or images not loading |
| Everything fails only on this one network | Managed/corporate network filter | Ask the network administrator, or use a different connection |
Contacting support
If the problem only happens on one network, contact us and include:
- The page URL and exact error message
- Your device, operating system, and browser (with version)
- Roughly when it happened
- Whether the same page works on another network (mobile data vs. Wi-Fi, for example)
- Whether you were using a VPN
Never include a password, verification code, or card number.
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