In order to keep our clients' websites secure from attackers, we utilize a strict firewall on our shared web hosting server. This firewall will automatically block IP addresses of attackers or malicious users.
In some cases users may find that they are unable to access their cPanel dashboard or their webmail. You can verify by visiting https://dashboard.decibite.com and selecting "Log into cPanel". If you are unable to access cPanel, you can check to see if there are any reported network outages on our server status page at https://dashboard.decibite.com/serverstatus.php. If there are no known outages, it is likely that your public IP address has been blocked by our firewall.
There are a few reasons that could have caused your IP address to become blocked:
- Too many failed attempts at logging into your cPanel account
- Repeated IMAP/POP3/SMTP failed logins
- Misconfigured IMAP/POP3/SMTP email client settings
- Failed SSH or FTP/SFTP logins
If you have exceeded the attempts for failed logins, this is usually a temporary block for the first occurrence. However, if your IP address is blocked repeatedly, this will trigger a permanent ban.
At this point, you will need to contact the support team through submitting a ticket. You will need to include your public IP address for us to investigate the cause of the IP address block. If you are unsure of your public IP address, you can find this information by searching "What is my IP?" on search engines lick DuckDuckGo or Google.
Once your identity has been verified and we have confirmed that there is no risk of mailicious activity we will be able to assist you.
To ensure that your IP address does not get blocked we recommend to contact our support team for a password reset if you have forgotten your cPanel password. We also recommend to keep track of where you log in to email clients. Forgotten email accounts connected to an email client can become outdated if your password or email/username change. Email clients with incorrect information will continue to try to log in with incorrect credentials triggering repeated failed login attempts.
If you need any assistance or have a question, please reach out to us. We can be reached in a variety of ways.