Sorry, you have been blocked You are unable to access updraftplus.com

[mario.porfirioParticipant]

Hi, we’re trying to open a support ticket and when doing submit (done 3 times) always get this message: Sorry, you have been blocked – You are unable to access updraftplus.com

And this text:
You can email the site owner to let them know you were blocked. Please include what you were doing when this page came up and the Cloudflare Ray ID found at the bottom of this page.

But when we search at website, there’s no email anywhere.

This sounds strange and makes us feel unconfortable since we’ve payed 110€ for an agency licence.

[DennyParticipant]

I just had the same experience! Really uncomfortable that this is happening right after a backup failed to complete, given that my previous experience with UpdraftPlus has been so reliable.

[Bryle CroduaModerator]

Hi,

Apologies for the inconvenience.

Please use this tool to unblock your IP address – https://updraftplus.com/unblock-ip-address/

Regards,
Bryle

[mario.porfirioParticipant]

Bryle,

Really apreciate your answer but according to cloudfare it has nothing to do with our IP. As you can see at the print screen in the next link: https://prnt.sc/mm7ut8 “the action you just performed triggered the security solution. There are several actions that could trigger this block including submitting a certain word or phrase, a SQL command or malformed data.”

We tried to submit a ticket with log (as requested) and it triggers this.

Then we submitted a ticket without the log and it was successfull, of course the answer to this ticket was, can you please send us the log.

Really???

Until now, after several posts and queries in different places (wordpress.org, updraft paid support forum) the reality is that we don’t have neither your solution working, neither a support answer.

Regards

Mario

[udadminKeymaster]

Hi Mario,

That link will white-list accesses from your IP. White-listing your IP does not mean that your IP address itself was the original problem.

Anyway, since you’ve asked for a refund in another channel, I will not reply further since your issue has been “resolved” in that sense. (And as I say in the other channel, if you want to try again, the problem on your site is that the scheduler in your WP install is broken – guide here: https://updraftplus.com/faqs/my-scheduled-backups-do-nothing-backup-now-stops-midway/).

David

[Author]

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