ERROR: User is locked. Contact website administrator

  • Resolved lutiware

    (@lutiware)


    2 years, 12 months ago

    Hi,

    we spent the last few months building a webshop for one of our clients using woocommerce, which was overall a good experience, but the last few days we got some emails from (angry) customers, telling us they cant log into their account. I couldn`t reproduce this problem, so I’ll describe the steps accordingly to what the customers and our client told us:

    1. go to https://www.myexampleshop.de/login
    2. try to log in using valid credentials
    3. customer gets redirected to https://www.myexampleshop.de/wp-admin with error message:
    ?ERROR: User is locked. Contact website administrator.“

    I was trying to look into this, but I couldn’t find anything resembling this kind of behaviour, or at least this error message.

    So I wanted to ask the following questions:

    1. What is the reason or mechanism which locks users?
    2. How can I find other potentially locked users
    3. How do I unlock them
    4. How can I prevent this in the future?

    I’m looking forward to fix this issue with you together. Our client is slowly loosing it’s patience, espacially since christmas is coming around, and we’re working to resolve this, but at this point we cant move any further without help.

    Thanks in advance!

Viewing 11 replies - 1 through 11 (of 11 total)

  • WooCommerce and WordPress don’t have any code to lock out users that have valid credentials.

    This behaviour will be coming from your security plugin, such as Wordfence, All in One WP Security and Firewall or similar. Look through your list of active plugins. It can happen if they are set to prevent too many login attempts in too short a time, or maybe prevent logins from banned IP addresses. Its less likely that the behaviour is coming from your hosting.

    Security plugins vary, but typically they would have a settings tab listing the currently locked-out users, and they can be unlocked here. Also, typically, lock-outs would be for a period of time, somewhere between 4 to 24 hours, after which unlocking would be automatic. The period will be a plugin setting.

    To reduce it happening in future, allow more failed login attempts before the lock is applied.

    Thread Starter lutiware

    (@lutiware)

    Hi,
    first of all thanks for your answer!

    I was a bit confused, because we don’t use a security plugin. Then I noticed, that our WPRemote installation (for managing multiple sites for our clients) has a firewall installed and blocked some login requests from our users.

    The problem isn’t solved, but thanks to you I know where the problem occurs.

    Thanks!

    Thread Starter lutiware

    (@lutiware)

    Okay, so I got in contact with the WPRemote-support and they said, that they aren’t locking any users. So the issue has to be something else.

    They may not be locking anyone out at the moment because sometimes lockouts have a duration, typically somewhere around 4 to 24 hours, then they will reset automatically. Can they tell you what that duration is, and do they have a history of lockouts for your site over say the last week.

    Thread Starter lutiware

    (@lutiware)

    They said they aren’t locking users out. They are banning IP’s with seemingly malicious intent. I checked the log files, and can confirm that neither my users are in the list of banned IP’s, nor do they show the same kind of statuscode / message in the log files.

    If I look at login attempts from “real” users the message/code is either Login Success/SUCCEEDED for successful logins, or 405/FAILED for locked users.

    Malicious login attempts from bots/hackers/etc. are shown as incorrect_password/FAILED or invalid_username/FAILED.

    So clearly the logfile of WP_Remote is just “monitoring” login attempts. And as I stated above, we do not use another plugin with the capability to lock users (as far as i know/checked).

    Thanks.

    I’ve done a text search on WordPress and WooCommerce for the strings “User is locked” and “Contact website administrator” and nothing found, so I’m sure its not coming from either of them.

    If you’re up for it, download your site, all theme and plugin files and any must-use plugins, but not the database, on to your hard drive, and do a text search for those strings. Filezilla will download all your files and EasyFind.app is great for a string search on Mac. I expect Windows will have something similar. You may have your own preferred programs. If the strings are found it will help narrow down the source of the problem.

    If there is still no joy, then you could look at your hosting account. Some hosts have a security module called modsec or ModSecurity. This doesn’t look like a modsec effect but by this point the options are reducing. On some sites I’ve had to turn modsec off because its so secure it prevents legit operations.

    Hi @lutiware

    In addition to executing the troubleshooting steps @lorro has suggested, please also share a copy of your site’s System Status in order for us to get a better idea of your setup.

    You can find it via WooCommerce > Status. Select “Get system report” and then “Copy for support”. Once you’ve done that, paste it here in your response.

    Thread Starter lutiware

    (@lutiware)

    Hi everyone,

    thanks for your suggestions! I haven’t been able to troubleshoot the site yet, so I’ll keep you updated on that. Here is my System status: 

    
### WordPress Environment ###

WordPress address (URL): https://www.schell-schokoladen.de
Site address (URL): https://www.schell-schokoladen.de
WC Version: 5.9.0
REST API Version: ? 5.9.0
WC Blocks Version: ? 6.1.0
Action Scheduler Version: ? 3.3.0
WC Admin Version: ? 2.8.0
Log Directory Writable: ?
WP Version: 5.8.2
WP Multisite: –
WP Memory Limit: 3 GB
WP Debug Mode: ?
WP Cron: ?
Language: de_DE
External object cache: –

### Server Environment ###

Server Info: nginx/1.14.1
PHP Version: 7.4.25
PHP Post Max Size: 1.000 MB
PHP Time Limit: 1000
PHP Max Input Vars: 1000
cURL Version: 7.61.1
OpenSSL/1.1.1g

SUHOSIN Installed: –
MySQL Version: 5.5.5-10.3.27-MariaDB
Max Upload Size: 1.000 MB
Default Timezone is UTC: ?
fsockopen/cURL: ?
SoapClient: ?
DOMDocument: ?
GZip: ?
Multibyte String: ?
Remote Post: ?
Remote Get: ?

### Database ###

WC Database Version: 5.9.0
WC Database Prefix: wp_
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wp_storeabill_journals: Daten: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_termmeta: Daten: 0.05MB + Index: 0.03MB + Engine InnoDB
wp_terms: Daten: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_term_relationships: Daten: 0.11MB + Index: 0.06MB + Engine InnoDB
wp_term_taxonomy: Daten: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_usermeta: Daten: 17.55MB + Index: 17.05MB + Engine InnoDB
wp_users: Daten: 2.52MB + Index: 1.19MB + Engine InnoDB
wp_wc_admin_notes: Daten: 0.05MB + Index: 0.00MB + Engine InnoDB
wp_wc_admin_note_actions: Daten: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_wc_category_lookup: Daten: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wc_customer_lookup: Daten: 1.52MB + Index: 0.64MB + Engine InnoDB
wp_wc_download_log: Daten: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_wc_order_coupon_lookup: Daten: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_wc_order_product_lookup: Daten: 0.13MB + Index: 0.16MB + Engine InnoDB
wp_wc_order_stats: Daten: 1.52MB + Index: 0.61MB + Engine InnoDB
wp_wc_order_tax_lookup: Daten: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_wc_product_meta_lookup: Daten: 0.06MB + Index: 0.09MB + Engine InnoDB
wp_wc_reserved_stock: Daten: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wc_tax_rate_classes: Daten: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_wc_webhooks: Daten: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_woocommerce_gzd_dhl_im_products: Daten: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_woocommerce_gzd_dhl_im_product_services: Daten: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_woocommerce_gzd_packaging: Daten: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_woocommerce_gzd_packagingmeta: Daten: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_woocommerce_gzd_shipmentmeta: Daten: 0.19MB + Index: 0.14MB + Engine InnoDB
wp_woocommerce_gzd_shipments: Daten: 0.06MB + Index: 0.05MB + Engine InnoDB
wp_woocommerce_gzd_shipment_itemmeta: Daten: 0.20MB + Index: 0.23MB + Engine InnoDB
wp_woocommerce_gzd_shipment_items: Daten: 0.09MB + Index: 0.06MB + Engine InnoDB
wp_woocommerce_gzd_shipment_labelmeta: Daten: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_woocommerce_gzd_shipment_labels: Daten: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_woocommerce_gzd_shipping_provider: Daten: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_woocommerce_gzd_shipping_providermeta: Daten: 0.02MB + Index: 0.03MB + Engine InnoDB
wp_wpforms_tasks_meta: Daten: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wpf_filters: Daten: 0.13MB + Index: 0.00MB + Engine InnoDB
wp_wpf_meta_data: Daten: 0.13MB + Index: 0.25MB + Engine InnoDB
wp_wpf_meta_keys: Daten: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_wpf_meta_values: Daten: 0.02MB + Index: 44.97MB + Engine InnoDB
wp_wpf_meta_values_bk: Daten: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_wpf_modules: Daten: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_wpf_modules_type: Daten: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wpf_usage_stat: Daten: 0.02MB + Index: 0.02MB + Engine InnoDB
wp_wpmailsmtp_debug_events: Daten: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wpmailsmtp_tasks_meta: Daten: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wpr_rucss_resources: Daten: 0.02MB + Index: 0.06MB + Engine InnoDB
wp_wpr_rucss_used_css: Daten: 0.02MB + Index: 0.05MB + Engine InnoDB
wp_wt_iew_action_history: Daten: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wt_iew_cron: Daten: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wt_iew_ftp: Daten: 0.02MB + Index: 0.00MB + Engine InnoDB
wp_wt_iew_mapping_template: Daten: 0.02MB + Index: 0.00MB + Engine InnoDB

### Post Type Counts ###

acf-field: 31
acf-field-group: 7
attachment: 709
calendar: 1
cookielawinfo: 6
custom-css-js: 11
customize_changeset: 9
document_template: 4
elementor_library: 91
gift_card: 14
giftcard: 4
jet-woo-builder: 12
mailpoet_page: 1
nav_menu_item: 51
page: 70
post: 20
product: 272
revision: 3864
sc_parcel_template: 22
shop_coupon: 4
shop_order: 6271
sp_wcslider: 1
ticket-meta-fieldset: 1
tribe_events: 34
tribe_organizer: 3
tribe_venue: 5
tribe_wooticket: 23
wpcf7_contact_form: 1
wpdesk-coupons: 5
wpt_product_table: 1
xlwcty_thankyou: 1

### Security ###

Secure connection (HTTPS): ?
Hide errors from visitors: ?

### Active Plugins (47) ###

Add Categories to Pages.: von a.ankit – 1.2
Advanced Access Manager: von Vasyl Martyniuk <[email protected]> – 6.8.0
Advanced Custom Fields PRO: von Delicious Brains – 5.10.2
Advanced Custom Fields: von Delicious Brains – 5.11.3
Code Snippets: von Code Snippets Pro – 2.14.2
Contact Form 7: von Takayuki Miyoshi – 5.5.3
GDPR Cookie Consent: von WebToffee – 2.0.6
Simple Custom CSS and JS: von SilkyPress.com – 3.37
Elementor Pro: von Elementor.com – 3.5.0
Elementor: von Elementor.com – 3.4.8
Essential Addons for Elementor - Pro: von WPDeveloper – 4.4.11
Essential Addons for Elementor: von WPDeveloper – 4.9.6
EU N?hrwertkennzeichnung für WooCommerce: von mensmaximus – 1.6.0
Event Tickets Plus: von The Events Calendar – 5.3.1
Event Tickets: von Der Veranstaltungskalender – 5.2.1
The Events Calendar PRO: von Der Events Calendar – 5.10.0
FileBird: von Ninja Team – 4.9.3
Flexy Breadcrumb: von PressTigers – 1.1.4
Hide Categories Or Products On Shop Page: von Kaushik Nakrani – 1.0.3
Imagify: von WP Media – 1.10
JetWooBuilder For Elementor: von Crocoblock – 1.10.5
LitExtension Customer Password Plugin: von LitExtension – 1.0.0
Maintenance Mode: von Lukas Juhas – 2.4.4
Newsletter, SMTP, Email marketing and Subscribe forms by Sendinblue: von Sendinblue – 3.1.23
MailPoet 3 (New): von MailPoet – 3.73.1
Matomo Analytics – Ethische Statistiken. Nachhaltige Erkenntnisse.: von Matomo – 4.5.0
Pages by User Role for WordPress: von RightHere Team – 1.6.1.98877
Regenerate Thumbnails: von Alex Mills (Viper007Bond) – 3.1.5
shipcloud für WooCommerce: von shipcloud GmbH – 1.14.3
SVG Support: von Benbodhi – 2.3.19
The Events Calendar: von The Events Calendar – 5.11.0
Addons - UltraAddons Elementor Lite: von CodeAstrology – 1.0.9
Vendidero Helper: von Vendidero – 2.1.0
Quantity Plus Minus Button for WooCommerce: von CodeAstrology – 1.0.9
WooCommerce Product Filter by WooBeWoo: von WooBeWoo – 2.0.1
WOO Product Table Pro: von CodeAstrology – 8.0.0
Product Table for WooCommerce - (wooproducttable): von CodeAstrology – 3.0.2
Germanized für WooCommerce Pro: von vendidero – 3.3.6
Germanized für WooCommerce: von vendidero – 3.7.2
WooCommerce PayPal Payments: von WooCommerce – 1.6.1 (Update auf Version 1.6.2 ist verfügbar)
WooCommerce: von Automattic – 5.9.0
Woo Product Filter PRO: von WooBeWoo – 2.0.0
WP Mail SMTP: von WPForms – 3.1.0
WP Rocket: von WP Media – 3.10.1
WPForms Lite: von WPForms – 1.7.0
WP Remote: von WP Remote – 4.64
YITH WooCommerce Gift Cards Premium: von YITH – 3.3.9

### Inactive Plugins (4) ###

LitExtension: Shopping Carts to WooCommerce: von Litextension – 1.2.0
NextMove Lite - Thank You Page for WooCommerce: von XLPlugins – 2.15.0
WooCommerce Prices By User Role: von Festi-Team – 5.0.2
YITH WooCommerce Gift Cards: von YITH – 2.3.0

### Dropin Plugins (1) ###

advanced-cache.php: advanced-cache.php

### Settings ###

API Enabled: –
Force SSL: –
Currency: EUR (€)
Currency Position: right_space
Thousand Separator: .
Decimal Separator: ,
Number of Decimals: 2
Taxonomies: Product Types: external (external)
gift-card (gift-card)
grouped (grouped)
simple (simple)
variable (variable)
wgm_gift_card (wgm_gift_card)

Taxonomies: Product Visibility: exclude-from-catalog (exclude-from-catalog)
exclude-from-search (exclude-from-search)
featured (featured)
outofstock (outofstock)
rated-1 (rated-1)
rated-2 (rated-2)
rated-3 (rated-3)
rated-4 (rated-4)
rated-5 (rated-5)

Connected to WooCommerce.com: –

### WC Pages ###

Shop-Basis: #461 - /shop/
Warenkorb: ? Die Seite enth?lt nicht den [woocommerce_cart]-Shortcode oder woocommerce/cart-Block.
Kasse: ? Die Seite enth?lt nicht den [woocommerce_checkout]-Shortcode oder woocommerce/checkout-Block.
Mein Konto: ? Die Seite enth?lt nicht den Shortcode [woocommerce_my_account].
Allgemeine Gesch?ftsbedingungen: #1878 - /impressum/geschaeftsbedingungen/

### Theme ###

Name: Hello Elementor
Version: 2.4.1
Author URL: https://elementor.com/?utm_source=wp-themes&utm_campaign=author-uri&utm_medium=wp-dash
Child Theme: ? – Wenn du WooCommerce mit einem Theme
das du nicht selbst entwickelt hast
an eigene Bedürfnisse anpasst
dann empfehlen wir die Verwendung eines Child-Themes. Siehe Wie du ein Child-Theme erstellst (engl.)

WooCommerce Support: ?

### Templates ###

Overrides: /var/www/html/wordpress/wp-content/plugins/jet-woo-builder/templates/woocommerce/cart/cart-empty.php
/var/www/html/wordpress/wp-content/plugins/jet-woo-builder/templates/woocommerce/cart/cart.php
/var/www/html/wordpress/wp-content/plugins/jet-woo-builder/templates/woocommerce/checkout/form-checkout.php
/var/www/html/wordpress/wp-content/plugins/jet-woo-builder/templates/woocommerce/myaccount/my-account.php

### WooCommerce PayPal Payments ###

Onboarded: Yes
Shop country code: DE
PayPal card processing available in country: No
Pay Later messaging available in country: Yes
Vault enabled: Yes

### Action Scheduler ###

Abgeschlossen: 1.183
Oldest: 2021-11-01 10:44:33 +0100
Newest: 2021-12-01 13:01:08 +0100

Ausstehend: 10
Oldest: 2021-12-01 14:16:38 +0100
Newest: 2021-12-06 15:07:11 +0100

### Status report information ###

Generated at: 2021-12-01 13:04:43 +01:00

    Thanks!

    The “User is locked” etc message is coming from your plugin Advanced Access Manager, specifically SecureLogin.php line 477.

    AAM has a feature to prevent brute force logins, and the number of login attempts in a number of minutes is configurable in user settings. It does not look like the plugin maintains a record of lock-outs.

    It seems likely that the angry users have mis-entered their credentials and tripped the lockout. If a user uses the correct credentials first time, they won’t experience this issue. You may want to find the login attempt settings and ease them a bit.

    Thread Starter lutiware

    (@lutiware)

    Thanks for your reply @lorro !

    I found the corresponding line in the plugin code. I checked the settings, but the “Brute Force Lockout” option is turned off, so I don’t really know why this happens.

    Anyways, I think from now on I can handle this on my own. If I cant find a solution I’ll either contact the developers of Advanced Access Manager, or look out for an alternative (since we use AAM to restrict backend access for specified user roles, not for login management etc.)

    Again, thanks everyone who looked into this!

    @lutiware

    Glad to hear it – thanks for letting us know!

    I’ll mark this thread as resolved now. If you have any further questions, I recommend creating a new thread.

Viewing 11 replies - 1 through 11 (of 11 total)
  • The topic ‘ERROR: User is locked. Contact website administrator’ is closed to new replies.

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