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Why do my visitors receive a 500 error when visiting a page?

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Our system architecture is built to self-protect itself from nefarious folks on the Internet.  Sometimes, however, there can be a false alarm, and average users may occasionally be blocked from accessing your website.  This will typically present itself with a 500 error, that reads as follows...

Forbidden
You don't have permission to access / on this server.
Additionally, a 500 Internal Server Error error was encountered while trying to use an ErrorDocument to handle the request.

If someone sees this error, it typically means our systems have blocked their IP address from accessing the website. Here's what you can do to give them access again.

1) Have the visitor tell you their IP address by having them go to https://www.whatismyip.com

2) Open a support ticket in our support portal letting us know that a visitor is receiving a "Forbidden - 500" error, and the IP address of the visitor

3) We review our security systems, and if the IP address is blocked, we review a potential unblocking process and communicate the result with you

Happy website visiting!

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