Step-by-step guide for resolving firewall blocks, including IP verification and support contact procedures for quick website access restoration.

Overview

This guide helps you resolve issues when your website access is blocked by WPCloud’s firewall system (Imunify360). Learn how to identify firewall blocks, obtain necessary information, and work with support to quickly restore access to your website.

Prerequisites

• Access to a web browser
• Your website URL
• Ability to access the WPCloud support portal or email

Identifying Firewall Blocks

Common indicators of a firewall block include:

• Access denied messages
• Blocked IP notifications
• 403 Forbidden errors
• Imunify360 block pages

Step-by-Step Resolution Process

1. Verify Your IP Address
   • Visit: https://ip4.me
   • Note down the displayed IP address
2. Document the Issue
   • Take screenshots of any error messages
   • Note the time when the issue started
   • List any recent website changes
3. Contact Support
   • Support portal: https://support.wpcloud.ca
   • Email: support@wpcloud.ca
4. Provide Essential Information
   • Your IP address
   • Website URL
   • Error messages (with screenshots)
   • Timeline of the issue
   • Recent changes made

Required Information Checklist

• Current IP address
• Website URL
• Error message screenshots
• Issue timeline
• Recent website changes
• Attempted solutions

Common Issues and Solutions

Multiple Failed Login Attempts

• Issue: Automatic block after several failed login attempts
• Solution: Wait 15 minutes before trying again or contact support

Suspicious Activity Detection

• Issue: Automated blocking due to unusual behavior
• Solution: Provide detailed activity information to support

Geographic Restrictions

• Issue: Access blocked from certain countries
• Solution: Verify if VPN usage is triggering the block

Frequently Asked Questions

Q: How long does resolution typically take?

• A: Most firewall issues are resolved within 1 hour of receiving complete information.

Q: Can I prevent future blocks?

• A: Yes, by:
  • Using strong passwords
  • Avoiding multiple failed login attempts
  • Following security best practices

Q: What if ip4.me is inaccessible?

• A: Use alternative services:
  • https://whatismyip.com
  • https://ipleak.net

Support Options

Priority Support

• 24/7 availability
• Typical response time: 15 minutes
• Support portal: https://support.wpcloud.ca
• Email: support@wpcloud.ca

Next Steps

After submitting your support request:

1. Monitor your email for support responses
2. Be ready to provide additional information if requested
3. Once resolved, review security best practices to prevent future issues