If you suddenly can't reach your website, email, cPanel or SSH -- but everything works from a phone on mobile data or from another location -- the server's security system has probably blocked your IP address, usually after several failed logins. You can't whitelist yourself, but we can clear the block quickly. Here's what to do.
Why it happens
Our servers run Imunify360, which watches for password-guessing and other attacks and automatically blocks addresses that look suspicious. The most common trigger is an email app or FTP program retrying an old, wrong password in the background after you've changed it.
How to get unblocked
- Find your public IP address. Visit a site such as whatismyipaddress.com from the blocked computer. See What Is My IP Address, and Why Does Support Ask for It?.
- Open a support ticket from a connection that isn't blocked (a phone on mobile data works well) and include the IP address.
- Fix the cause. Update the saved password in every email app, phone and FTP program, or the block will come back.
Common questions
Can I add my IP address to the firewall myself?
No. The firewall is managed at the server level, and there's no customer whitelist. Older instructions that mention editing csf.allow don't apply to our servers.
Can you whitelist my IP permanently?
Most home and mobile connections change IP address from time to time, so a permanent exception rarely helps. Fixing the saved password that caused the block is the real cure. If you have a fixed office IP, ask in your ticket.
Related guides
- What Is My IP Address, and Why Does Support Ask for It?
- How to Open a Support Ticket That Gets Solved Fast
Still stuck? Open a support ticket and the Instant Access Internet Services team will help.
