This usually means that there is a failure to make a connection with our servers.

Check your internet connection is stable, and has above 5mb download and upload speeds. You can check the speed here: https://www.speedtest.net/

Check our VPN/Firewall Troubleshooting article

If you see a 'Connect' button appear in the middle of the screen, click it.

It's always worth refreshing the page if you're in doubt - sometimes the connection just fails the first time

Also try closing all other browsers, programs and apps and then refreshing again.

If you're stuck at this stage for more than 2 minutes and none of the above steps worked, please send us a bug report with details of your computer and browser setup, or contact us through the live chat in the bottom right of your screen.
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