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To protect your account, HostCloud’s servers automatically block IP addresses that look like attacks, for example after several wrong passwords. Sometimes this catches a real customer. This guide shows you how to tell, and how to get unblocked.

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Signs your IP address is blocked

  • Your website, cPanel or email times out or won’t connect for you, but works for other people.
  • It works on your phone’s mobile data, but not on your office or home Wi-Fi.
  • It started after several failed logins, for example an email app with an old password.
  • You see a security check or “access denied” page that other people don’t see.

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Check

1

Test from another network

Turn off Wi-Fi on your phone and open your website using mobile data. If it works there but not on your Wi-Fi, a block is likely.
2

Find your IP address

On the network that isn’t working, search the web for “what is my IP” and note the address shown.

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Get unblocked

Open a Technical Support ticket from a network that works, such as your phone. Include:
  • The IP address you found
  • Your domain name
  • What stopped working (website, cPanel or email) and when
We’ll check the block, remove it, and tell you what caused it.

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Stop it happening again

The most common cause is an app trying an old password over and over.
  • Changed an email password? Update it on every phone, computer and app that uses that mailbox. One forgotten device can cause a block for your whole office.
  • Use the correct settings. See Email settings: IMAP, POP3 and SMTP.
  • Save your passwords in a password manager, so you don’t need to guess.
Using a VPS? HostCloud doesn’t control the firewall inside your server. If you’re blocked from your own VPS, use the browser Console to check your firewall. See Use the browser console and rescue mode.
Still stuck? Open a ticket with your IP address and domain name.