Jetpack Security

  • Resolved synapseone

    (@synapseone)


    3 years, 11 months ago

    Using WP/Woocommerce for an online store and one of our customers has emailed us saying they can not access the site and are getting the following message:

    Your IP address xx.xx.xxx.xxx has been flagged for potential security violations. You can unlock your login by sending yourself a special link via email. Learn More

    They clicked the learn more link but are unable to resolve.

    Where in Jetpack can we unblock their IP for them as I cant find anything IP block related anywhere inside Jetpack

    Many thanks

Viewing 9 replies - 1 through 9 (of 9 total)
  • Thread Starter synapseone

    (@synapseone)

    3 years, 11 months ago

    apologies, the message began:

    Jetpack has locked your site’s login page.

    Your IP address…………..

    Thread Starter synapseone

    (@synapseone)

    3 years, 11 months ago

    I probably should also add that they just tried to access the homepage, they do not have an account and didnt try and log in.

    deathlynotes

    (@deathlynotes)

    3 years, 11 months ago

    Hi @synapseone

    Could you please post your site URL here so that we can have a look?

    If you want it to remain private, you can also contact us via this contact form. If you choose to reach out directly, please include a link to this thread.

    Thanks!

    Thread Starter synapseone

    (@synapseone)

    3 years, 11 months ago

    Hi Michelle,

    I dont mean to be awkward but how will giving you the URL enable to to take a look? Its only happening for this one customer from their IP all others can connect fine. What I need is where inside the Jetpack software I can go to unblock his IP address.
    If Jetpack can block an IP address from accessing our site then surely I should beable to go into Jetpack and unblock it?

    Bruce (a11n)

    (@bruceallen)

    Happiness Engineer

    3 years, 11 months ago

    Hi @synapseone

    Checking your URL from our end would allow us to see how Jetpack Protect is set up, and what IPs are being blocked and what settings within that feature might be causing this.

    You can allowlist your IP addresses through your WordPress.com account.

    Let’s start by logging in to WordPress.com using the same account you used to connect Jetpack to your site:

    https://wordpress.com

    Then, go to My Sites → Manage → Settings → Security. Select the down arrow next to ‘Prevent and block malicious login attempts’. Enter the IP address there to allowlist it.

    Thread Starter synapseone

    (@synapseone)

    3 years, 10 months ago

    Hi Bruce

    Still having the issue so if you could look and see that would be really cool.

    I am reluctant to whiltelist the IP just in case there is something malicious causing this.

    Heres our URL

    https://blackpowderguild.com

    Many thanks

    • This reply was modified 3 years, 10 months ago by synapseone.
    Thread Starter synapseone

    (@synapseone)

    3 years, 10 months ago

    Were you able to take a look from your end?

    Thread Starter synapseone

    (@synapseone)

    3 years, 9 months ago

    Do I need to do anything further than reply here to get this issue open again?

    Thread Starter synapseone

    (@synapseone)

    3 years, 9 months ago

    @bruceallen just realised I hadnt tagged you on any of my previous replies so thought maybe thats why Ive not had any response. Hopefully that will do the trick 🙂

Viewing 9 replies - 1 through 9 (of 9 total)

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