Before you start
Ask the customer for the IP address they are using now. Clearing a block is a Root action. Apex resellers can check the IP and ask Root to review it.
Steps
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Open Security.
In Apex Operations Center, choose Security.
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Check the IP.
Enter one IPv4 or IPv6 address in Customer IP address and choose Check IP.
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Read the result.
Review the status, the CSF and cPHulk results, the affected service, the expiry time and the associated accounts. Root also sees the block reason and recent failed logins.
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Clear an eligible temporary block (Root).
Choose Clear temporary block and confirm the exact IP. The page checks the IP again.
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Request a review (Apex).
Choose the affected account, describe the problem and select Request Root review.
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Check several IPs at once.
Use Check several IPs for a read-only status of up to 20 addresses.
What you should see
The refreshed status shows whether the block is gone. Ask the customer to try again.
If something goes wrong
If the customer keeps entering a wrong password, a new block will follow; fix the login details first. Permanent blocks and trusted IPs are separate Root actions.
Related guides
Follow the steps visually
Choose a step to review its instructions and reference screen. Terminal output is an example.
Open Security
In Apex Operations Center, choose Security.
Example only. Nothing runs on a server from this guide. Replace placeholders before using a command yourself.
Loading this step’s screenshot…
Sample-data capture of the plugin interface. Where shown, the orange outline marks the relevant control. Select the image to enlarge it.
Try the working Apex Operations practice panel
This runs the plugin’s interface code with sample data in your browser. You can try buttons and forms here. Results are simulated and reset when you reload the panel.