Access Policy

Child Therapy Service – Website & Learning Portal Access Policy

Last reviewed: May 2026 Applies to: Users, schools, local authorities, and organisations accessing any Child Therapy Service platform.

1. Purpose of This Policy

This policy explains how to ensure full access to all Child Therapy Service websites and platforms, including the Learning Portal, Snapshots, Directory, and KidZone. Each site operates on a separate subdomain and may be treated as a distinct address by browsers, school networks, and filtering systems. Correct setup by users and IT teams is essential for uninterrupted access.

2. Our Websites

Please use the exact addresses below. Entering an incorrect address is one of the most common causes of access issues.

Main Website https://www.childtherapyservice.org.uk

Learning Portal (courses, memberships, CPD, and training resources) https://access.childtherapyservice.org.uk Note: this address does not begin with “www.” — please use it exactly as shown.

Directory https://directory.childtherapyservice.org.uk

Snapshots https://snapshot.childtherapyservice.org.uk

KidZone https://kidzone.childtherapyservice.org.uk

3. Domain Whitelisting

Schools, local authorities, IT departments, and organisations must whitelist the following domains to allow access through content filters and firewalls.

Essential — all of the following must be whitelisted:

• childtherapyservice.org.uk
• www.childtherapyservice.org.uk
• access.childtherapyservice.org.uk
• snapshot.childtherapyservice.org.uk
• directory.childtherapyservice.org.uk
• kidzone.childtherapyservice.org.uk

Recommended best practice:

• *.childtherapyservice.org.uk

Using the wildcard entry above automatically covers all current and future subdomains and reduces the need for repeated IT requests.

4. Email Whitelisting

To ensure reliable delivery of login details, password resets, course links, invoices, and support responses, the following email addresses must be permitted through spam and safeguarding filters:

• [email protected]
• [email protected]
• [email protected]

Our emails are sent via Brevo (formerly Sendinblue), a trusted email delivery provider. Some school and organisational filters may block Brevo by default. IT administrators can find Brevo’s current sending domains and IP ranges at brevo.com to assist with whitelisting.

5. Browser and Device Requirements

For the best experience, users should:

• Use an up-to-date browser: Google Chrome, Mozilla Firefox, Microsoft Edge, or Safari
• Ensure cookies are enabled
• Ensure JavaScript is enabled
• Allow pop-ups when downloading resources or certificates
• Avoid Internet Explorer or older browsers, which are not supported

Our platforms are fully supported on iOS and Android mobile devices via modern mobile browsers. This is particularly relevant for parents, young people, and professionals accessing KidZone or the Learning Portal on phones or tablets.

6. Network Requirements

IT teams should ensure the following settings are in place:

• HTTPS traffic is permitted on port 443
• SSL inspection is not applied in a way that breaks certificates for our subdomains
• Content filters permit access to:
  • Streamed course videos and embedded training materials
  • Downloadable resources, PDFs, and certificates
  • Login and authentication pages

Blocking any of the above will result in login failures, missing content, or error messages for users.

Note for schools and organisations: KidZone and other areas of our platform are designed for use by or with children and young people. Over-blocking legitimate therapeutic and educational resources can itself present a safeguarding concern. If you are unsure whether a filter is appropriate, please contact your IT team or reach out to us directly.

7. Account Access

• Access is linked to the email address used at the point of purchase or registration.
• If purchasing on behalf of another person, their details must be entered before the account is first used.
• Accounts cannot be transferred to another person once activated.
• Team and organisational memberships must be used within the agreed number of seats. Each user must have their own individual login — sharing credentials is not permitted and may result in account suspension.
• Where access is being set up for a child or young person, this must be arranged by a parent, guardian, or authorised professional. Children and young people must not set up accounts independently without appropriate adult oversight.

For full details of how we collect, store, and process account data, please refer to our Privacy Policy

8. Troubleshooting

Before contacting our support team, please work through the following steps:

1. Check that you are using the exact website address shown in Section 2.
2. If accessing the Learning Portal, ensure you are not using “www.” at the start of the address.
3. Try a different browser (see Section 5 for supported browsers).
4. Clear your browser cache and cookies, then try again.
5. Try accessing the site from a personal device or home internet connection to determine whether your organisation’s network or firewall is the cause.
6. If you are on a school or organisational network, confirm that whitelisting has been completed as set out in Sections 3 and 4.

If the issue persists after completing all of the above, please contact us with as much detail as possible, including the device used, the browser, and the exact error message shown.

9. Safeguarding and Appropriate Use

The Child Therapy Service is committed to the safety and wellbeing of all children and young people who use or are supported through our platforms. All users are expected to access our services appropriately and in line with our Safeguarding Policy, which is available at www.childtherapyservice.org.uk.

If you have a concern about the welfare of a child or young person, please contact your designated safeguarding lead immediately. Safeguarding concerns must not be reported through our standard support inbox.

10. Contact Us

We aim to respond to all support enquiries within 2 business days.

11. Policy Review

This policy is reviewed annually and updated following any significant changes to our platforms, services, or relevant legislation. If you have questions about this policy, please contact us at [email protected].

Next review due: May 2027