If you encounter a message stating that your request was blocked by a security policy, this means that a request you made to a VALD application was stopped from processing.
Example error
Your request was blocked by our security policy. If you believe this is a mistake, please contact support@vald.com and quote the reference: {reference}
This does not necessarily indicate a problem with your account, and can occasionally occur even when performing a legitimate action.
When faced with an error message like this or similar, you should reach out to VALD Support and include the reference code displayed in the message. This information helps our team investigate and solve the issue as quickly as possible.
What to do now
- Re-attempt the action you were performing when the error occurred.
- If you see the same error again, copy down the reference number shown in the message.
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Get in touch with VALD Support and include as much detail as you have available:
- The reference shown in the error message (a long combination of letters and numbers)
e.g. 20261102T172815Z-1656f8b7d7rtchC1BN1nvr0000ff0000s4p9 - The date and time of the issue, as well as your local time zone
e.g. 8:13 AM AEST, 3 December 2026 - The application/software you were using and version (if applicable)
e.g. VALD Hub - What you were doing when the error occurred
e.g. Creating an exercise program in Program Builder
- The reference shown in the error message (a long combination of letters and numbers)
To ensure all possible information is included, you can copy the following snippet and paste it into your email communication to VALD Support.
Security policy error
Reference:
Date & time:
My time zone:
Application:
What I was doing:
Important: Avoid sharing sensitive or confidential information when contacting VALD Support.
What happens next?
Once the details of the error have been submitted, our team will investigate the issue to determine whether the request was blocked as intended. VALD Support will keep you updated and let you know about any available next steps.
Frequently asked questions
Does this mean my account has been suspended?
No – an error such as the one described here does not necessarily indicate there is an issue with your account. In most cases, it means a security rule blocked a request before it could reach the application.
Can I retry the action?
Yes – some blocks can be temporary or triggered accidentally, so they may not recur. If the same action continues to result in an error message, follow the instructions above to contact our support team.
Can I continue using the application?
Usually only a specific request or action is being blocked. This means you may be able to continue using other features of the application while the issue is being investigated.
I don't have a reference number – what should I do?
Contact VALD Support with as much detail as you have, namely the approximate date and time the issue occurred and what you were trying to achieve. Our team will use this information to investigate further.
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