Botdoc Link Won't Open (Times Out or Won't Load)

Applies to: Any secure Botdoc session link, including links accessed through a CRM like ELEAD, for Dealership Employees.

Start here:

Botdoc session links are secure and load through your browser. When a link won't open, times out, or spins without showing the secure session, the cause is almost always on the specific device or browser you're using, not your account or the document itself.

The fastest way to confirm this: open the same link on a different device or a different browser. If it opens there, the problem is isolated to your original device, and the steps below will fix it.

Try these in order:

1. Open the link in a private/incognito window
Incognito turns off browser extensions and ignores cached data, which are the two most common culprits.

• Chrome: Menu (three dots) > New Incognito Window
• Edge: Menu > New InPrivate Window

If the link opens in incognito, an extension is the cause. Continue to step 2.

2. Find the extension that's blocking it
Re-enable your extensions one at a time (or disable them one at a time) until the link stops working again. Ad blockers, privacy blockers, and security extensions are the usual offenders. Once you find it, leave it off for Botdoc links or add an exception for the Botdoc site.

3. Clear your browser cache and cookies
If incognito didn't fix it, clear the last 24 hours of cached images, files, and cookies, then restart the browser and try the link again.

4. Try a different browser
If you normally use Chrome, try Edge or Firefox. This tells you whether the issue is one browser's settings or something broader on the device.

If none of that works: check the network:

If the link fails on the device across every browser but opens fine on another device on a different network, a firewall or security filter is likely blocking Botdoc. Your IT team can fix this by whitelisting these domains:

• app.botdoc.io
• api.botdoc.io
• bdservices.botdoc.io

This is the standard fix when one machine or one network can't load Botdoc links but other devices can.

What this is usually NOT:

• Not your account. If the link opens when you log into the same account on another device, your account and permissions are fine.
• Not the documents. If the link opens anywhere at all, the documents are intact and secured.
• Not a Botdoc outage. Outages affect everyone at once, not a single device.

Quick reference: what the test tells you,

Still stuck?

Reach out to support@botdoc.io and include: the link that won't open, what you've already tried from this list, and whether it opens on any other device. That tells us exactly where to look.