Security blocks protect accounts and websites
Repeated failed sign-ins can look like an automated attack. The server may temporarily block the public IP address making those requests, even when the requests come from a genuine device with an old saved password.
Quick diagnosis
Check whether the problem follows your connection
- On your normal Wi-Fi or office connection, try opening the website or service that fails.
- On a phone, switch Wi-Fi off and try the same address using mobile data.
- If it works on mobile data but not Wi-Fi, your normal public IP may be blocked.
- If it fails on both connections, the cause is more likely DNS, the service itself or a wider configuration issue.
Before trying again
Stop anything using an old password
- Close email applications on computers, phones and tablets that use the affected mailbox.
- Disconnect FTP, SFTP, website-publishing and backup applications.
- Check saved control-panel and webmail passwords in every device.
- Update the password everywhere before reconnecting applications.
Waiting alone may not solve it
A temporary block may clear automatically, but a phone or mail client that continues retrying an incorrect password can trigger another block immediately. Stop the retries first.
Helpdesk diagnosis
Send the details that identify the block
- Public IP address
- Search “what is my IP” while using the affected connection
- Service
- Website, email, Plesk, FTP or SSH
- Server
- Your assigned UKC server if known
- Time
- The approximate time and timezone of the most recent failure
- Error
- The exact message or a screenshot with passwords hidden
Still blocked after correcting the password?
Open a ticket with the public IP, affected service, server and time. UKC can check the security logs without needing your password.
Request an IP check