botnet lockout

Today, I volunteered to help on Tech Desk. A woman contacted me. She was locked out from logging into a site. She was newly registered for the site in question. She knew her username, email address, and password accurately. She had a password manager. But yet she couldn’t log in. She was told to check back later, was the best she could recall the error message she received. Upon investigating I saw 20 or more blocked by word fence (free version) login attempts. Upon looking closer I saw WF had identified her as a botnet! Best I could tell from our help desk traffic report, she was somewhere in the USA on what appeared to be an Android device of some type. I asked her to scan her device for malicious garbage as her login was blocked due to seeing all kinds of malicious activity coming apparently from her device. What more can I do to help her be able to log in at our website. I’m assuming she didn’t know (and perhaps still doesn’t believe) she has the malicious spambot code on her device. The WF live traffic view was tossing out all kinds of “blocked for” (malicious code) so there was no way anyone would want all of that inside their membership website but at the same time, if people don’t know they have it, or how they got it, they are going to think something is wrong with the website. Is there anyway to make that message more user friendly? I think she was told the “site owner blocked” her from logging in and to check with them. Of course, we didn’t block her–just that spam bot activity. I don’t think it was a false positive. Ideas? Suggestions?

• This topic was modified 4 years, 9 months ago by Swiss-Cheese.
• This topic was modified 4 years, 9 months ago by Swiss-Cheese.
• This topic was modified 4 years, 9 months ago by Swiss-Cheese.