If you receive an Access denied message, your subscription was likely locked for one of the following reasons:

  • The Terms and Conditions have not been signed.
    Please contact your subscription administrator to sign the Terms and Conditions. For more information, see Signing terms and conditions.
  • We did not receive your payment in time.


Check on https://status.bmsconnect.io/ to see whether there is an incident. This page shows any ongoing system incidents that may be affecting Connect.


If you experience another issue with Connect, try the steps below. After each step, check whether the problem is resolved before moving on.

  1. Refresh the current page (F5).
  2. Clear the page cache (CTRL+F5). (*)
  3. Log out, and then log in again.
  4. Close and re-open your web browser. (*)
  5. Update your web browser to the latest version.
  6. Try a different web browser, such as Google Chrome or Safari.


If the problem persists after trying these steps, you can request support.
See the How to create a ticket article for instructions.


(*) You might have to log in again.