In order to maintain a high degree of security, our servers may sometimes block an IP address* from accessing the server.

This could be when it interprets certain behaviour as being a threat.

For example, if a customer has forgotten their cPanel or FTP login details and they make multiple (unsuccessful) attempts to log in, the server may determine that this could be an attempted hacking attempt and it will then block any access originating from that particular IP address.

We do understand that from time to time genuine customers will have an issue where they can not log in because their IP address has been blocked, but it’s very easy and quick to resolve this.

[* IP address basically means the physical address of the device that is being used to access the server, i.e. the address of your internet router.]

Please also refer to this entry in our knowledgebase which covers cPanel login.

How to Check If Your IP is Blocked by the Server

For Non-Technical Customers:

Easy. If you are non technical and you don’t want to get stuck into pinging the server you just need to go to the this link to identify your PCs IP address and it will tell you what your IP address is. If you just copy that and paste it into an email and send it across to [email protected] we will be able to check for you and remove the block if necessary.

When you send the email you will be sent a confirmation ticket reference number by our helpdesk. If you need to access your Cpanel urgently just click on the Live Help Chat Button at the top right of our website and quote the ticket reference number and one of our support team will immediately check the issue for you.

For Technical Customers:

You can check by typing the command ‘ping’ in the command prompt. If your ip is not blocked, you will be able to receive all packets that were transmitted.

EG: 4 packets transmitted, 4 received, 0% packet loss, time 3003ms

The following instructions describe how to run the ping command (please replace YOURDOMAINHERE with your domain, eg: if your domain is zbc123xyz.com then the command will be: ping abc123xyz.com)

In Windows

Select Start > Programs > Accessories > Command Prompt.
Enter the word ping, followed by a space, then the domain name.

[eg. ping YOURDOMAINHERE]

In Linux

Take a shell and type ping followed by a space, then the domain name.

[eg: ping YOURDOMAINHERE]

In Mac

Open Finder, Applications, Utilities.
Launch the Terminal Application.
Type ping followed by a space, then the domain name.

[eg: ping YOURDOMAINHERE]

How to Unblock Ip from the Server

If you have determined that your IP is blocked, please go to this link to identify your PCs IP address, and it will tell you what your IP address is. If you just copy that and paste it into an email and send it across to [email protected] we’ll be able to check for you and remove the block if necessary.

When you send the email you’ll be sent a confirmation ticket reference number by our Helpdesk. If you need to access your cPanel urgently, just click on the Live Help Chat Button at the top right of our website and quote the ticket reference number. One of our support team members will immediately check the issue for you.

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