“You have been locked out of this site” Error

  • Hi there,

    Users seem to be locked out of our “My Account” page (see screenshot below). We use LearnDash so it’s obviously a big issue if they cannot log in to view the course they bought. I’ve also checked, and they don’t seem to be appearing on the banned IPs list. The problem does resolve when the cache is emptied but comes back eventually. Would anyone know what causes this?

    Thanks!

Viewing 3 replies - 1 through 3 (of 3 total)
  • Plugin Support chandelierrr

    (@shanedelierrr)

    Hi @elisagilis, glad you reached out!

    Do you see any recent lockout logs for their IPs when going to?the?Security > Logs page > All Events tab??

    If there are no recent recorded lockouts for your users but they’re seeing that screen AND clearing the cache helps, the pages they see could be heavily cached.?

    Are you using any caching plugins on the site? If so, does it help if you temporarily disable that? Can they try connecting to a VPN or a different network and see if they can access the page without issues?

    Let us know what you can find.

    Thread Starter elisagilis

    (@elisagilis)

    Hi @chandelierrr, thanks for your reply!

    I asked for their IP, but they haven’t got back to me yet so I haven’t be able to check if it matched one of the IPs in the lockout logs.

    The problem does resolve once I empty our site’s cache, but it did come back after a while. I also have changed the settings to not apply cache to the My Account page since in case it’d help and haven’t encountered the issue on my end again, but it doesn’t seem to be resolved for our customer, even after asking them to clear their browser’s cache as well.

    Plugin Support chandelierrr

    (@shanedelierrr)

    Hi @elisagilis, apologies for the late response!

    I’d definitely push for getting their IPs, so you can cross-check the Security Logs and review the Raw Details on how they were triggered for your customers. It usually reveals the reasons which helps us determine what actions to make.

    In the meantime, I’d also recommend disabling the Default Ban List setting within the Ban Users module, and checking if that will help stop the issue of your users seeing a lockout screen on their My Account page.

    Let me know how it goes!

Viewing 3 replies - 1 through 3 (of 3 total)
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