We Cannot Log In to Our Site – Impossible to Reach Jetpack Who Blocks us from our own Site
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Hi, Every time we try to log in and add our IP address in Sucuri Jetpack blocks the log in. I cannot find any way to reach any of them.
The system says to log in to WP to do something to fix this. Just adding the IP address to Sucuri no longer works. Jetpack is impossible to contact. Could anyone share the steps to log in? Unfortunately, I don’t know where to access the forum to see replies. Thank you
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Hi there,
Sucuri and Jetpack are two completely separate and different products, and I don’t see any sites connected to Jetpack in the WordPress.com account you’re using to post here.
Can you tell us the URL of the site, and exactly what happens when you try to log in? What is the exact text of any errors on the screen?
If it’s a message from Sucuri, please contact their support team directly for help.
If it’s a message from Jetpack, you can find their steps for unblocking your site here:
And if needed, you can contact Jetpack support for more help here:
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Hi Kokkieh, Thanks for your reply. I appreciate it! Jetpack requires me to login to do the unblocking or to contact them. Their system is blocking me from logging in.
They do not reply. I cannot log in to contact them. I don’t know which part of WP we’re in – as we do pay for some things. I don’t know how to find a human being to help and I don’t know what I’m missing, as WP should be easy to use. It used to be. I don’t think I can insert a “print screen” here so here’s details:My usual log in to post is http://panedexpressions.com/wp-login.php
Message THIS TIME: Jetpack has locked your site’s login page.
Your IP address 185.93.229.17 has been flagged for potential security violations. You can unlock your login by sending yourself a special link via email. Learn More
Your email
Get help unlocking your siteI am not new to WP, but every time I log in Jetpack blocks my access. Then I go to Sucuri, whitelist our IP address, then I can log in. But the IP address is already whitelisted. Sorry for sounding confused – I don’t understand these issues so I don’t know what ?? to ask and I don’t speak WP so I’m afraid I am a rookie. Thanks so much for your kind assistance.
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I think there are two issues:
– Your IP is blocked in your dashboard, or you might have some proxy / network setup that’s getting you blocked.
– When you’re logging into a WordPress.com account to adjust the settings or for Jetpack support, you’re not using an account connected with the site.
Are you able to log into WordPress.com as the connection owner? This should be your account associated with the Jetpack purchase or signup. If you can do that, you’ll be able to add your IPs to an allow list here: WordPress.com → My Sites → Manage → Settings → Security → Prevent brute force login attacks.
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We have had a blog for years at this site. I have no idea what Jetpack is, how to access it or why it is connected to our WP. Why does Jetpack have access to our WP site. Sucuri prevents us from being hacked. Please give me the specific step-by-step guidance I need so I can get it to our support guy. How do I fix this?
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I can log in to WordPress.com There is nothing there. Our blog is not on there. It is separate somehow. We have Jetpack somehow embedded in our blog coding but I don’t know how. Here’s our blog:
http://www.panedexpressions.com/stained-glass-blog/ and it does have Jetpack embedded in the Javascript, but I have no idea how Jetpack connects to our blog posting site as there is NOTHING listed in the https://wordpress.com/me site – no blogs, no URLS, only payments to Akismet for many years.
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Jetpack is a plugin and, among all its features, is the one to connect your site hosted with another company to your WordPress.com account.
The problem is, you’re logged into the incorrect WordPress.com account. Indeed, there are no sites under
panedexpressions, the site is connected to a different account (using a different email address). Once you log into the correct account, you’ll be able to manage your Jetpack connection as well as other features.If you need help regaining access to the account, please check out this page and fill out the Account Recovery form:
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HI, Thank you for your reply. That Account recovery link – I have not lost my account, my User Id or my password. I only have 1 way I log in to WP – I never log in to that one you’re talking about – I did not know it existed until I discovered that my only possible chance of getting help is to post here. This is the only way I access WP: http://panedexpressions.com/wp-login.php and Jetpack is blocking me. I don’t know its’ purpose or why. Sucuri will delete it for us out of our website code but I need to know if it (usually) helps in some way before removing it. Whatever it is, it has blocked me from accessing WP and our own blog. How do I find someone who fixes things like this, as I don’t even know what the issue is or what kind of tech help I need.
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Sorry Fresatomica, you did give me the purpose of the Jetpack app. Thank you! I should have said I don’t know whether we can substitute something else for it or somehow reset it or tell it that the issue is fixed. We can move our blog out of WP, but I will still need to save all these posts and hopefully move them to another platform. Thanks again
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Hi there,
You may or may not need to find a substitute for Jetpack depending on what you were using the plugin for. If you were using Jetpack to connect to your WordPress.com account, then there is no substitute for that. If it were for Jetpack features (i.e., security), there are other plugin options.
Also, You can keep your site on WordPress and not use Jetpack, that way there would be no need to migrate your content elsewhere.
If you could regain access to the account connected to Jetpack, then we could assist you further. Feel free to reach out to Jetpack staff if you are able to regain access and they could take a look at the plugin: https://wordpress.org/support/plugin/jetpack/
Thanks,
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Thank you for your reply. I think there is no substitute for Jetpack. It connects our blog to our website. I cannot log in to WP at all any more. I cannot reset the password. I cannot post in the Jetpack forum to ask their support as I must login to post. I have no access, no way to do my work and I don’t know how to reach a human being to get help. Could anyone help me?
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@panedexpressions there seems to be some confusion here.
When I visited your site’s login page, I got a Sucuri error message: screenshot https://d.pr/i/i1keBJ
If you’re prevented from logging into your site because of that message, it is 100% due to Sucuri’s website firewall settings and not Jetpack. I’ve also disabled Protect on your site for the time being. That can be deactivated and you can still use Jetpack for now.
Additionally, you’re using very old versions of Jetpack and WordPress:
– WordPress: 5.3.7 – Minimum supported version: 5.6.
– Jetpack: 8.2.3 – Minimum supported version: 9.6.You should upgrade both as soon as possible as these updates often have important security updates that can help keep your site secure.
I cannot post in the Jetpack forum to ask their support as I must login to post.
The Jetpack forums at WordPress.org is a separate thing from the login you use to enter your website and the login you use to sign into WordPress.com.
You likely don’t have a WordPress.org account yet – I recommend signing up here:
https://login.wordpress.org/register?locale=en_US
Then disable Sucuri temporarily and see if that fixes your problem. If not, reach out to Jetpack support here:
https://wordpress.org/support/plugin/jetpack/
You will need to make sure to update the Jetpack plugin to the latest version because Jetpack no longer supports that version.
I hope that helps!
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Hi CSonnek & All, Thank you for your kindness and guidance to a WP and Jetpack novice. Does any of you help to fix these issues and/or how could I contact someone who could help me walk through the version updates and Jetpack issues you’ve described? Preferably someone who charges less than 1 or 2 arms & a leg? :-) I want to honor any forum rules and I’m not sure where to ask/find someone. Thanks again,
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We don’t have any specific referrals for developer help for sites not hosted here at WordPress.com.
However, many WordPress.com customers use Codeable when they need developer help, so you can check them out and see if they would be right for your project:
I hope that helps!
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