IP address blocked? How to get back into your website and email
Published on November 9, 2026 7 min read
Website, Plesk or email down on one network but fine on mobile data? Find out if your IP address is blocked and how to get it unblocked.
Can't reach your website, Plesk or email from one network, while everything works over mobile data or from another location? Then the IP address of that network has almost certainly been blocked, usually because a device or colleague on it entered a wrong password too many times. Look up the IP address of the network, lift the block with the IP check in the customer portal or ask us to do it, and then fix the cause. As soon as the block is gone, everything works again straight away.
The block comes from fail2ban, the security software on our servers that shuts out bots trying to guess passwords. Tens of thousands of IP addresses from such bots are blocked on our web servers, which keeps your website and mailbox protected. How fail2ban works and after how many attempts it steps in is explained in what is fail2ban. This guide walks you through getting access again.
Is your IP address blocked? A one-minute test
- Turn off Wi-Fi on your phone so it uses mobile data.
- Open your website. If the problem is your email, sign in to webmail at ljpc.email.
- Does it work over mobile data but not over Wi-Fi? Then the IP address of that Wi-Fi network is blocked. Continue with Find your IP address.
- Does it fail over mobile data as well? Then something else is going on. The table below helps you narrow it down.
The error message gives it away too. Chrome shows This site can't be reached with the code ERR_CONNECTION_REFUSED, Edge shows the same code and Firefox says Unable to connect. An email app cannot connect to ljpc.email. If the block was caused by failed sign-ins on a website, it also applies to every website on that server, so your other sites will not load from that network either.
Website or email down on one network only: what else could it be?
Not every problem on a single network is a block. Find your situation in this table.
| What you see | What is usually going on | What to do |
|---|---|---|
| Fails over Wi-Fi, works over mobile data; colleagues on the same network have the same problem | The IPv4 address of your network is blocked | Look up the IP address and have the block lifted |
| One device cannot connect while other devices on the same network can | The IPv6 address of that device is blocked, or that device still has an old password saved | Look up both IP addresses on that device and have the block lifted |
| You do get a page, with a code such as 403 Forbidden, 500 or 503 | The server is answering, so fail2ban is not blocking you. The cause is usually in the website itself, such as file permissions or a plugin | For a 403, see how to fix a 403 Forbidden error to find the cause yourself. Note the code and the page address and create a support ticket |
| Your website recently moved or your DNS records recently changed, and one network still shows the old site | That network still remembers the old DNS records | Wait for the old records to expire or flush the DNS cache; see DNS propagation and how to flush your DNS cache |
| You see a block page from a filter or from your organisation | A web filter or firewall on your own network is stopping the website | Ask your network administrator or IT support to allow the website |
| Nothing works, not even over mobile data | The website or server has a problem, or the domain has expired | Check the system status for an outage; otherwise create a support ticket or call us |
Find your IP address
To lift the block, we need the public IP address of the network that is blocked. Look it up from that network: with Wi-Fi on, your VPN off and preferably on the device that cannot open the website.
- Open a site that shows both addresses, such as whatismyipaddress.com or the Dutch watzijnmijnips.nl.
- Write down the IPv4 address and, if the site shows one, the IPv6 address too.
- Searching for what is my IP in a search engine often shows only one of the two. Send both if you can.
The difference matters, because the server may have blocked either address:
| IPv4 | IPv6 | |
|---|---|---|
| What it looks like | Four numbers separated by dots, for example 192.0.2.25 | Groups of numbers and letters separated by colons, for example 2001:db8:4f2a:10::25 |
| Who uses it | Usually everyone on the same network | Usually a single device |
| Effect of a block | Nobody on the network can connect | Often only that one device |
| Does it change? | Often fixed on a business connection, sometimes not on a home connection | Your device switches to a new address regularly for privacy |
Getting the block lifted
Yourself, with the IP check in the customer portal
If the dashboard of the customer portal shows an IP check block, you can lift a block on your web servers yourself. The portal runs on its own server, so you can sign in even when your website will not load for you.
- Sign in to the customer portal. See how to sign in to the customer portal.
- In the IP check block, enter the IP address and click Check. The portal checks every server separately, which can take a moment.
- Where a package shows Blocked, click Unban.
- When This IP address has free access to all of your servers. appears, that address is clear.
- If you also wrote down an IPv6 address, check it the same way.
- Reload your website.
If the portal says This server did not answer, please try again shortly., try again after a few minutes. The IP check covers the web servers your packages are on, not our mail servers. If the block is on your email, or you do not see the IP check block, we will take care of it for you.
Through our support team
Create a support ticket in the customer portal, send us a WhatsApp message or call +31 85 130 6429. All the options are on our contact page. Include:
- the IPv4 address and, if you have it, the IPv6 address of the network where it fails;
- what is not working: your website, Plesk, FTP or email;
- the domain name or email address involved;
- roughly when it started.
We lift the block and tell you which service triggered it, so you know where to look for the cause. On a web server a block stays in place until it is lifted, so waiting will not help there. On our mail servers a block expires by itself: after 30 minutes when it was caused by wrong passwords, after 7 days when different or non-existent addresses were tried.
Office networks, guest Wi-Fi, VPNs and mobile data
- Office, school or guest Wi-Fi. Everyone on that network shares one IPv4 address. If one colleague or guest types a wrong password a few times, nobody on that network can connect anymore.
- VPN. With a VPN you use the IP address of the VPN server, shared with the other users of that service. If it works with the VPN on, your own network is blocked: look up the IP address with the VPN off. If it fails with the VPN on and works without it, pick another location in your VPN app, or send us the IP address you see while the VPN is on.
- Mobile data. Mobile providers share IPv4 addresses between many customers and hand out a different address regularly. If you cannot connect over mobile data, switch airplane mode on and off again: that often gets you a new address.
Stop it from happening again
Once the block is lifted, it comes back as long as the cause is still there. Almost always that is a device signing in in the background with an old password. Go through this list:
- Changed your email password? Enter the new password on every phone, tablet and computer, and on any printer or scanner that sends scans by email. The correct settings are in set up your email on your phone, tablet and computer, and what an error means is explained in how to fix email client errors.
- Old email accounts. An account for an address that no longer exists keeps trying in the background. Remove it from the device; on an iPhone, follow how to remove an email account from your iPhone or iPad.
- FTP client. Update the saved password; see upload files with FTP, FTPS and SFTP.
- Plesk. Open Plesk from the customer portal, so you sign in without a separate password. See open Plesk from the customer portal.
- WordPress. After one failed attempt, choose Lost your password? below the login form. If your session expires, sign in again through the regular login page; why that matters is explained in what is fail2ban.
- Password manager. It fills in your password correctly on every device.
Not sure which device it is? Ask us when you have the block lifted: we can see which service triggered it.
Frequently asked questions
Why does my website load on mobile data but not on Wi-Fi?
On mobile data you use a different IP address than on your Wi-Fi. If only the Wi-Fi fails, the IP address of that network has usually been blocked after too many failed sign-ins from it, for example by a device with an old password. Have the block lifted and send us the IP address of that network.
How long does an IP block last?
On our web servers a block stays in place until it is lifted, with the IP check in the customer portal or by us. On our mail servers it expires by itself: after 30 minutes when wrong passwords caused it, after 7 days when different or non-existent addresses were tried.
Should I send my IPv4 or my IPv6 address?
Both. The server may have blocked either one. A site such as whatismyipaddress.com shows them side by side. Look them up from the network where it fails, with your VPN off.
The website works for me but not for my client. What now?
Then the IP address of your client's network is probably blocked. Ask your client to open whatismyipaddress.com on the network where it fails and send you the addresses. Then lift the block with the IP check in the customer portal, or send the addresses to our support team.
Has my website been hacked if my IP address is blocked?
No. The block is the server's security doing its job: it shuts out an IP address after too many failed sign-ins. Your website has not changed and stays reachable for everyone on other networks.
Why was I blocked again after the unblock?
Because the cause is still there. Usually a device on your network keeps trying in the background with an old password: a phone, laptop, scanner or FTP client. Update the password there or remove the old account, then have the block lifted again. We tell you which service triggered it.