Why am I seeing the US Help Centre instead of the UK version?

If you’re seeing the US (en-US) Help Centre instead of the UK version, this is usually due to how your network location is being detected and not an issue with your account.

Common causes

Your organisation may use:

• Antivirus or security software

• Proxy servers

• Network traffic filtering

These tools can make it appear as though you’re browsing from another country, often the US, similar to using a VPN.

How to check

Try the following:

• Open the Help Centre in incognito or private browsing

• Ask a colleague if they see the same thing

• Check whether the issue only happens on your office Wi-Fi

How to fix it

We recommend contacting your IT team and asking them to:

• Allow-list the Help Centre URL (https://magicnotes.zendesk.com/hc/en-gb)

• Review proxy, antivirus, or region-based routing rules

This is the most reliable way to ensure the correct Help Centre loads.

Still having trouble?

If you’re also not receiving our customer emails, this further suggests a network-level restriction. Once your IT team has reviewed this, feel free to contact Support at [e-mail] if you need anything else.