Hi @debbitage, thanks for reaching out to us and I’m sorry to see your users are having trouble signing in.
I’m wondering if the problem might not be the setting you’ve now reverted, but I notice the “My Account” page may be a non-default WordPress page and in fact related to WooCommerce? If it is, our Login Security module only currently works with WordPress and WooCommerce default login/registration pages. There has been some demand for inclusion on customer /my-account pages since our initial WooCommerce compatibility release so this will be included in an upcoming release. If you’ve enabled 2FA or reCAPTCHA this could still be an issue.
If you have a long lockout time, this could be why some users are still being blocked despite turning the setting off. Check your Wordfence > Blocking page and perhaps remove any IPs displaying there to see if the accounts experiencing issues can log back in afterwards.
Emails come from your site and not our servers, so I’m surprised to hear unlock emails aren’t being received but others might be making it through.
- The emails (they come from [email protected]) might be sent to junk mail folders by your email client or provider. Make sure and whitelist or add your website to the list of safe domains so you get emails consistently.
- This isn’t like regular emails you send and receive, but rather server alert messages. Usually, a restart of postfix or sendmail (whichever is installed) can fix it. Your hosting provider may need to help with this.
- If you have a third party plugin for sending emails with another service, like Gmail, it could be stopping these alerts from going out. Reaching out to the plugin author for support can help.
Let me know how you get on!
Peter.
