If the firewall banned your IP, you can unlock yourself with the secret access URL. Save that link when you enable the firewall, or use the email Security Ninja sends to the site admin address.
Support cannot log into your site for you. Use this guide (or your host / developer) to restore access.
Restore access with the saved link
- Open the email with subject similar to Security Ninja Firewall secret access link, or the URL you saved from the enable popup.
- Open the URL in your browser. It looks like:
https://yourwebsite.com/?snf=abf44367da05s0f04dae2c5ab47af6cd
- Security Ninja checks the ID. If it matches, your current IP is whitelisted and the ban is lifted.
Store the link somewhere safe. Anyone who opens it can whitelist their own IP (and temporarily bypass 2FA if that locked you out).
Restore access via the database
If you lost the email and the saved URL, you can still recover if you have database access (phpMyAdmin or similar). Steps: Restore access without the unblock URL.
Ask your host or developer for help reading the options table if you are not comfortable with MySQL.
Why support cannot unlock you remotely
Unlocking a site remotely would mean building a backdoor into customer sites. Security Ninja does not do that. The recovery tools above keep control on your side.
