Our servers run a firewall that automatically blocks IP addresses with too many failed access attempts. It is necessary protection against attacks — but sometimes it catches the site owner instead. There is a tool in My MozOut to unblock yourself in seconds.
How to tell this is what happened
The giveaway is everything failing at once, and only for you:
| • The website, cPanel and webmail all stop opening together |
| • The page loads forever, or times out — rather than showing an error message |
| • E-mail in Outlook or on your phone stops syncing |
| • But it works on mobile data, or on another network |
|
The decisive test: turn off Wi-Fi on your phone and open the site over mobile data. If it works that way but not at the office, the problem is not the site — it is your network’s IP being blocked.
|
Unblocking
| 1 |
Sign in to your My MozOut. If the page will not open at all, use your phone’s mobile data — see the note below.
|
|
| 2 |
Under the Support menu, open Unblock IP Address.
|
|
| 3 |
Your IP address is filled in already. Check it is the blocked network’s address and press Check for IP Block and Remove.
|
|
| 4 |
The tool searches the servers for the block and removes it. If one is found, it shows IP Block was removed from server along with the reason for the block.
|
|
|
Cannot even open My MozOut? That is expected — the block affects everything on that server. Turn off Wi-Fi and use mobile data, which has a different IP. Log in that way, but enter the blocked network’s IP in the form, not your phone’s — the field is pre-filled with whichever address you are browsing from.
|
Why you were blocked
The firewall counts failed attempts. Past a certain number, it blocks the IP for a while. These are the usual causes:
| Cause |
How it happens |
| Old password in a mail client |
The number one cause. Outlook or a phone retries every minute with the wrong password, and the firewall blocks it |
| Failed cPanel or webmail logins |
Several attempts in a row with the wrong password |
| Misconfigured FTP |
An FTP client retrying connections with wrong details |
| Shared network |
In an office everyone leaves through the same IP — one colleague’s mistake blocks the whole team |
|
If it blocks again within minutes, do not keep unblocking. Something is retrying with the wrong password, over and over. Almost always it is an e-mail account configured on a phone or computer you had forgotten about. Fix the password there first, then unblock.
|
Stopping it happening again
| • After changing an e-mail password, update it on every device — phone, laptop, tablet |
| • Remove old e-mail accounts from devices you no longer use |
| • If you cannot remember a password, reset it rather than guessing |
| • Check your e-mail ports — wrong settings cause repeated connection failures |
|
The tool has a limit on how many times it can be used in a given period. If you reach it you will see You have reached the maximum amount of unblock requests — open a support ticket and we will handle it manually.
|
Not sure what your address is? See how to find your public IP — it takes ten seconds and it is the first thing we need.
