Client is blocked out

  • Resolved Paul Mycroft

    (@pmycroft)


    3 years, 9 months ago

    Hi there,

    Our client emailed to say they have been blocked from accessing their dashboard. We added their IP but they are still blocked.

    “Your access to this site has been temporarily limited by the site owner.”

    We did not do anything to do this. They tried to get the unblock email but it did not come through either.

    What can I do to help them aside from disabling the plugin?

Viewing 4 replies - 1 through 4 (of 4 total)
  • Plugin Support WFAdam

    (@wfadam)

    Hello @pmycroft and thanks for reaching out to us!

    If you check your Wordfence > Firewall > Blocking page, do you see your clients IP listed here? If so, what is the block reason?

    You can also check your Wordfence > Tools > Live Traffic and filter by their IP to see what might be the issue.

    Let me know what you find!

    Thanks again!

    Thread Starter Paul Mycroft

    (@pmycroft)

    Hi Adam,

    Thanks for replying. I do see their IP, yes:

    “Used an invalid username ‘sdiRLo3RS(3(PzrZ’ to try to sign in”

    This is odd because they don’t use that at all. Shall I unblock that?

    TIA.

    Plugin Support WFAdam

    (@wfadam)

    Thanks for sending that!

    It looks like the user might have pasted his password in as his login name.

    I recommend unblocking it, having him log back in, then change his password since it’s now visible on this public thread.

    Let me know if you have any issues!

    Thanks again!

    Thread Starter Paul Mycroft

    (@pmycroft)

    Hi Adam,

    Yes, that worked, thanks. I activated the Blocking area as a label item as well.

    Thanks.

    – Paul

Viewing 4 replies - 1 through 4 (of 4 total)
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