How to unblock a user

  • Resolved kays80

    (@kays80)


    3 years, 11 months ago

    Hi,
    One of my customers got blocked because she forgot her login details and tried a few times. I have my settings set pretty high because I keep getting login attempts from scammers. So now my customer is blocked from logging in for 2 months. i saw her IP on the blocked list and tried to unblock her but its not letting me.
    How can i unblock her so she can access her account again?

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  • Plugin Support wfpeter

    (@wfpeter)

    Hi @kays80,

    If the user should be blocked for an extended time like the 2 months you mention, they should appear in the Blocking tab under Wordfence > Firewall and be available to unblock by checking the box next to the IP and pressing the Unblock button. By the sounds of things, they are appearing here but not offering you the unblock function or that isn’t working when you try?

    You can also expand a blocked IP using the view (eye) icon in Live Traffic after filtering by “Blocked” or “Locked Out”, or even using the advanced filters to specify the IP itself. Once expanded, you should be offered an “Unblock IP” button.

    Let me know if both of these methods do not work and whether you see unusual behaviour when attempting to unblock such as Javascript errors in the browser console. You can accompany any issues with screenshots from a site such as Snipboard if you wish, that will provide links to screenshots that you can easily paste here.

    Thanks,

    Peter.

Viewing 1 replies (of 1 total)
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