This article is about the Access paused page. The heading on that page is We paused this connection. Horizon shows it in place of the screen you were trying to open. It can appear when you are signed in or when you are not, on a phone or on a computer, in a browser or in the Horizon WebRef mobile apps for Android and iOS.
Anyone using Horizon WebRef (or Horizon Staff Scheduler, which shows the same page with that product name) can land here. Organization administrators cannot turn this page on or off, and there is nothing to set up. Horizon shows it on its own when it needs to protect the site.
Use this article when that message is on your screen, when you still have a screenshot of it, or when you are asking about the words Access paused, We paused this connection, or temporarily paused access from this connection.
What you are seeing
The page title is Access paused. Under the Horizon mark, a pause icon sits next to the heading We paused this connection. The next line says Horizon WebRef temporarily paused access from this connection to protect the site. Under that, Horizon tells you this can happen when a request looks automated or unusual, and that if you were using Horizon normally you should wait a little while and try again. If you need help, contact support and include the connection details on the page.
On a computer, the same page uses a wider card. The words and buttons stay the same.
A second card is labeled Connection. The value under that label is the connection detail for this visit. Three actions sit under the cards: Home, Contact Support, and Help Center. On a phone they stack. On a larger screen they sit in a row.
What to do next
If you were using Horizon the way you normally do, stop for a little while, then try again. You do not need to keep tapping or refreshing while you wait. When you come back, open Horizon the same way you usually do.
If you need help before then, stay on this page and choose Contact Support. That starts an email with Access paused already in the subject and your connection details already in the message. You can also choose Help Center to read this article. Home takes you to the Horizon start page. If the pause is still in place, you may see Access paused again until it ends.
On a computer, Contact Support is the outlined button in that same row.
Other Horizon pages may not open until the pause ends. Use the buttons on this page, or the Help Center, if you need to reach us in the meantime.
Common questions
Why did this happen?
Horizon sometimes pauses a connection when a visit does not look like a person using the site in the usual way. The page says this can happen when a request looks automated or unusual. That wording is on purpose. Horizon is protecting the site for everyone. Seeing the page does not, by itself, mean you did something wrong.
Did I do something wrong?
Not necessarily. People who were only checking a schedule, signing in, or opening a page they use every week can still see this message. If that is what you were doing, wait a little while and try again. If you need help, contact support and include the connection details from the page.
Is my account closed or banned?
This page is about the connection you are using right now. It is not a notice that Horizon closed your account, ended your membership, or cancelled your organization's subscription. After the pause ends, sign in again if Horizon asks you to.
How long should I wait?
The page says to wait a little while, then try again. Horizon does not show a countdown. Give it some time, then open Horizon the way you normally do. If the same page is still there after a reasonable wait, use Contact Support and leave the connection details in that email.
What is the number under Connection?
That is the connection detail for this visit. Include it if you contact support. It helps Horizon match what you saw. You do not need to interpret it yourself.
How do I contact support?
Choose Contact Support on the Access paused page. That is the surest path, because the email already includes the subject Access paused and the connection details. If you already left that page, write Horizon support, say you saw Access paused, and include the connection detail from a screenshot if you still have one. Horizon does not offer phone support. Do not use a general contact form on Horizon while this page is showing. Stay with Contact Support on the Access paused page, or use the Help Center.
Will this cancel my games or assignments?
No. Access paused does not cancel games, remove assignments, or change your schedule. It only stops this connection from loading Horizon until the pause ends. Your games stay on your schedule.
Can my organization turn this off?
No. This is not a setting on System Settings, and it is not something an organization administrator, assignor, or coach can turn on or off for you. Horizon shows the page when it needs to protect the site. If you need help, contact Horizon support from that page. Asking your organization to "unlock" it will not change the page.
Is Horizon down?
Access paused is about this connection, not a site-wide outage. If you want to see whether Horizon itself is up, open the Horizon status page. A green status there and an Access paused page on your device can both be true at the same time.
Should I try a different browser or network?
If you were using Horizon normally, the next step is to wait a little while and try again the same way you usually open it. You do not need to hop between browsers, apps, or networks to "test" the message. If you still need help after you wait, use Contact Support on the Access paused page.
Other people on my network see the same page
That can happen on a shared connection, such as a school, venue, workplace, or family network. The page is about the connection, so more than one person using it may see Access paused at the same time. Wait a little while and try again. If it keeps happening, each person who needs help should contact support and include the connection details from their own screen.
I still see it after waiting
Use Contact Support on the Access paused page and send that email. Keep the connection details in the message. Say what you were trying to do (for example, sign in or open your schedule) and that you already waited and tried again. Horizon support can take it from there.