It is possible that you had previously requested a site/scheme to be whitelisted and that request was fulfilled. However, the site no longer appears whitelisted. This article provides information on this issue.
- For the site/scheme in question, you may have a router that that has two or more secondary WAN connections in failover mode. When failback mode is enabled, the router switches back to the primary WAN connection (WAN1) once the issue/malfunction with the primary connection is resolved. However, if this mode is not enabled, the router will continue to operate on the secondary connection (WAN2) until manually changed back. Example:
- Since whitelist requests typically involve customers only sharing the IP address of the primary WAN connection, it is possible that your site/scheme no longer appears whitelisted because it is now using the secondary WAN connection, whose IP address is not whitelisted.
- In order to solve this issue, please switch back to the primary WAN connection for the site/scheme.
- You can also contact support to request that the secondary IP address be whitelisted as well. This will ensure that in the future if your site/scheme switches to the secondary connection because of issues with the primary connection, the site/scheme will continue to be whitelisted.