End users can be banned from our servers if they are maliciously abusing our services. These bans are handled by our AI security software and must be manually restored by us.
Why An End User Might Be Banned #
There are several reasons why an end user might be banned from using our services. To prevent misuse of our systems we have implemented sophisticated AI powered software that secures our servers. This software monitors all API requests and server pings 24/7 looking for abuse.
The most common factor for an end user ban is maliciously abusing API requests and server pings repeatedly well above the defined rate limits. This is usually caused by one of two reasons. Either your app is sending automated key check request far too quickly, or they are spamming keys to test stolen keys in bulk. Because of these reasons we rate limit these users and if the abuse continues they are blacklisted to prevent them from making any further API requests or pings, or from accessing out servers at all.
See the full documentation on how our rate limits work.
Requesting A Review #
However we understand sometimes things happen, so we allow requests to unban an end user. Please visit the Support Center and open a ticket explaining the situation. Either you (the developer) or the end user can request a review.
Be sure to include:
- The user’s license key.
- Their public IP address.
- Any other identifying details we can use to locate them in the system.
An end user can find their public IP address by visiting https://ip.me
We will restore their access for as long as they continue to act in good faith. They may still be timed out or blacklisted again if they, or your app, begins abusing security checks again. End users who are repeatedly blacklisted will require additional proof of identity before being restored or may be denied restoration depending on the severity of their actions.
End users proven to be willfully malicious multiple times will not be restored.
Enterprise Whitelisting #
Enterprise plans can request that teams and end users on the same IP address are whitelisted by our services. These end users will no longer be blacklisted (permanently unable to ever use our services again) but will still experience timeouts (temporarily unable to use our services) if they purposefully exceeded rate limits, however these timeouts will eventually reset unlike a blacklisted user.
Enterprise plans can also request a unique API created just for them with expanded rate limit timeout rules (within reason). Fees to develop a custom API are typically around $800.