First, you need to check if all 4 lights on your hue bridge are lit up. The device you are using to view the hue website needs to be on the same network as your bridge, when trying to link your Hue bridge to your hue account. Basically, they both need to be online via the same router. Please make sure that you are not using a VPN connection or a firewall in your router/modem that blocks the Hue bridge communication towards internet. If you're still unable to connect you can get in touch with our customer support for further advice.