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Online Access Troubleshooting

Can't access the Tax Research Platform? 

Find help by consulting our troubleshooting below.


1) Check your logon/password

If you have a username and password to log on to the Tax Research Platform, make sure your credentials are correct. In case you have lost them, please contact Customer Support.
  • Note: If you normally access the Tax Research Platform without the need to log on (for e.g. IP access or Referred Based Access), but are experiencing difficulties to access it, please keep on reading below.


2) Clean and restart your browser

 If you use Internet Explorer:
  • Go to 'Tools', select 'Internet Options'
  • Click 'Delete Cookies', then click 'OK'
  • Click 'Delete Files'
  • Check the 'Delete Offline Content' box. Click 'OK'
  • Click 'Clear History', then click 'OK'
  • Click 'Privacy tab'
  • Make sure the security level is set to 'Medium'
  • At the bottom you see a button called 'Sites' or 'Edit'
  • Click on that button
  • In the textbox 'Address of website' type in '' and click 'Add' or 'Allow'
  • Click 'Close'
  • Click 'OK'
  • Close your browser and reopen it.
If you use Firefox/Mozilla:
  • Go to 'Tools', select 'Clear Private Data'
  • Check all boxes, then click 'Clear Private Data Now'
  • Close your browser and reopen it
  • Go to 'Tools > Privacy tab'
  • Make sure the 'Accept cookies from sites' box is checked
  • Click 'Exceptions...'
  • In the textbox 'Address of website:' type in '' and click 'Allow'
  • Click 'Close'
  • Click 'OK'
  • Close your browser and reopen it
  • Go back to, log on again, and click on your content
  • In the event this doesn't work, please contact your IT department and have them clean their proxy server cache. After your IT department has done this, please try to access your content again.

3) If you still cannot access your content, please send the following information to Customer Support:

  • Your username/password. If you normally don't need a username and a password to access the Tax Research Platform, please follow this link and let us know the IP address you see.
  • Which operating system you are using, i.e. Windows XP, Linux, Mac, etc.
  • Windows users: which service pack are you using. You can find this information by right clicking on the 'My Computer' Icon and selecting 'Properties'.
  • Which browser you are using. Please include the version number & service pack. To get this information, click on the 'Help' menu in your browser toolbar, then select 'About'.
  • Describe in detail the content you are trying to access, what you wish to do, the link you are clicking on and the error message you get.
  • Please include a screenshot of the error message which shows the URL address bar. To create a screenshot simply push the 'Print Screen' button on your keyboard. Then open a new Microsoft Word or Excel document (or another graphic package like Paint) and select 'Edit-Paste'. Save this file and send it along with your email.

Please send this information to Customer Support. We will try to solve the issue as quickly as possible.