Cheap Web Space, Domain Name:
Web Space With E-Mail, PHP/MySQL.

Symptom

You want to open your website, but the browser is displaying a network timeout. The webspace control panel does not seem to be reachable either. You will not get an FTP connection and your e-mail program will not be able to retrieve any e-mails either. It seems like the whole server has gone down.

However, the website can be opened without any problems from other Internet access points, e.g. via the mobile data connection of your smartphone with the wifi switched off.

Cause

If a lot of wrong logins are sent from an IP address, Bitpalace security software assumes that a hacker tries many passwords (so-called "brute force" attack) to gain access to your webspace, FTP , database or e-mail account. The security software blocks all further connections to the server in order to protect your e-mail and your webspace account. The website, e-mail and database remain accessible to all other Internet users.

Some customers lock themselves out because they send incorrect email logins or want to log into their website with incorrect login details.

The block is not caused by a server error, but by incorrect login data in your application programs or incorrect login entries for your website.

• “I can't have entered my passwords incorrectly because I use a password manager. My passwords are saved here. "
  You may be using valid credentials on one device but not on another. After changing their passwords, customers very often forget that they not only have a computer but also a smartphone or tablet equipped with an e-mail account. Since all devices on the same network use the same public IP address, a misconfigured device blocks all others. On the server side, it cannot be determined which device is the cause, because Bitpalace can only see as far as the outside of your router and only sees a single IP address there.
• "I haven't changed anything in my device settings."
  Have you recently moved your domain to Bitpalace? Then the old access data for the e-mail account with the previous provider may still be saved in one of your devices.
  Have you recently set up a new device? Then the access data there may not be correct.
  Very often customers also set up the incoming mail access data correctly in their mail software, but overlook the fact that the outgoing mail needs valid access data as well.
  Occasionally, bans were also caused by family members or neighbors who were allowed to use the wifi but who then experimented with settings.
• "I have never had such problems with any other provider."
  Many other providers do without security software or have very tolerant settings. This is intended to reduce support and maintenance costs. Bitpalace believes, however, that security must come first and does not make any compromises.

Solution

Don’t panic. Your website, database, and email are as accessible as ever. Only your own internet connection cannot access it temporarily.

1. Determine the exact cause

Please determine the cause of the block and rectify the cause before your Internet connection IP is unblocked. Otherwise, wrong logins will continue to be sent after unlocking. That would repeatedly lead to a ban.

Check whether one of your end devices is logging onto the server with the wrong login name or wrong password. Very often incorrectly configured e-mail programs are the cause. This includes e-mail programs on your PC, but also e-mail apps on your smartphone and tablet. With e-mail software in particular, it is often forgotten that incoming and outgoing mail servers need access data. After moving from another provider to Bitpalace, customers very often forget to adapt the access data in all mail programs to the new mailboxes. Please correct the configuration in your e-mail programs.

2. Activate the IPv4 address

You can try to be unban yourself. To do this, simply click on the “check & unban” link below. This takes you to a test page that will unban your IP. If the automatic check and unban does not lead to success, please contact our support.

Overview of frequently asked questions