If your website, cPanel or email suddenly stops connecting for you, but works for others or on mobile data, your IP address is probably blocked by the Imunify360 firewall. This is usually caused by repeated failed logins. Here is how to confirm it and get back in.
Before you start
- Your public IP address. Find it with the IP checker.
- Access to another network (such as mobile data) helps you confirm the block.
Signs your IP is blocked
- A CAPTCHA or "Access denied by Imunify360" page appears on websites hosted on the server.
- cPanel, WHM or Webmail time out, while they load on mobile data.
- Your email client keeps asking for the password or cannot connect to the mail server.
- FTP connections fail with timeouts.
Why IPs get blocked
| Cause | Typical example |
|---|---|
| Failed logins | An email client on a phone with an old password retries every few minutes. |
| Brute-force protection | Many wrong passwords in cPanel, FTP or WordPress. |
| WAF rule | A request looked like an attack, such as unusual form data (see ModSecurity false positives). |
| IP reputation | Your IP was used by malware or appears on a blacklist; common on shared office or VPN IPs. |
Pass the CAPTCHA
If you see a CAPTCHA page from WebShield, your IP is on the grey list. Solve the CAPTCHA; the IP is then allowed again for a while. See WebShield and CAPTCHA explained.
Request an unblock
- Fix the cause first: update saved passwords in email clients, FTP programs and phones.
- Open a support ticket from another network or your phone, including your IP address and what you were doing when the block happened.
- MdmHost removes the block and checks the logs for the reason.
Tip: Old email passwords on forgotten devices, such as a tablet or an old laptop, are the most common cause of repeat blocks. Change the mailbox password and update every device.
For resellers
When your customers are blocked, ask them for their IP from the IP checker and open a ticket on their behalf. Resellers cannot change the server firewall, but MdmHost can unblock quickly. For permanent office IPs, see whitelisting an IP.
Avoid future blocks
- Use a password manager and update devices whenever you change a password.
- Limit WordPress login attempts and use two-factor authentication.
- Avoid public VPN exit nodes for admin work; they often have poor reputation.
Frequently asked questions
How long does a block last?
Automatic blocks are temporary and expire after a set time, which grows for repeat offences. Support can remove them sooner.
Does a block affect everyone in my office?
Yes, if everyone shares one public IP. One misconfigured device can block the whole office.
Can I unblock myself in cPanel?
No. Firewall lists are server-wide, so unblocking is done by MdmHost support.
Why does my website work but email does not?
Blocks can apply to specific services. A block after failed mail logins stops IMAP, POP and SMTP while the website still loads through WebShield.