Member access problems

We have been running http://pols.forumotion.co.uk/ for some years now, with very few problems.
However one of our regular contributors recently updated her computer to Windows 10, couldn't get in to us at all, changed back to Windows 7, but is still unable to access us as the bot won't allow her to log-in evn though she is doing everything correctly.
Any help would be fantastic thanks

Hello

May you explain or ask the member to explain further what they meab by having access? Do they mean logging in? Or accessing the site in general? What happens when they try to access their account or the site? Do they get a message or error message? If so, may you ask the user for a screenshot of the message? What browser(s) are the member using?

All this info would very helpful for us and would help us better understand your issue and then be able help you resolve the issue.

-Brandon

This is the members first message -
'I had to log in, which wasn’t a problem and then a notice came up … “We have detected suspicious activity related to your account. To unblock it, please click here and complete the form.” I had to put in a code to prove that I was a human and then clicked on send, but up it came again. It has something to do with forumotion and onlineguardian.net.

I tried your link, but had the same thing as above. Oh dear! '

Hello i can tell you now what the problem is.

The name and the Ip address and maybe the Email address is blocked on our servers this could be down to the member using more then 5 or 6 Ip addresses.This is a common problem with rolling IP addresses and the only way to fix this is for me to send a post to our pro admin about getting the members IP and other things removed from our ban list.

Please pm me the following things.
Forum URL:
Email address of the member:
IP address:
URL of the member thats is having the Problem:
There username:

I will then send this on to our Pro admin for monday morning as our office is now closed for the weekend and no one will be there until monday.

Keeping my fingers crossed - thanks for your help so far.

Brilliant - everything is back to normal - thank you.

Problem solved & topic archived. Please read our forum rules:  ESF General Rules

Thank you for letting us know your member can get back in now