If you receive a "550 Your Account has been locked" message when trying to send email, it means our automated security system has detected suspicious activity on your account.
Quick Fix Steps:
- Change your email password immediately to a strong, unique one.
- Verify the cause by checking your outgoing logs in the SpamExperts dashboard.
- Open a support ticket with NameCrane to have your account reviewed and manually unlocked.
Why is my account locked?
The most common causes for a security lock include:
- Compromised Password: A weak or reused password was guessed by attackers.
- Data Leak: Your password was accidentally exposed (e.g., in a data breach, website misconfiguration, or published on GitHub).
- Security Flag: The system detected activity common in hacked accounts, such as sending phishing attempts, viruses, or a high volume of mail classified as spam.
How to Verify the Activity
You can see exactly why the system flagged your account by viewing your logs:
- Log in to your SpamExperts Dashboard (found in your hosting control panel).
- Navigate to Outgoing > Logs.
- Filter by your email address for the past few days.
- Tip: Click the Customize button and enable columns for Sub Class, Extra Class, and Error Class for more specific details on the block.
How to Fix and Unlock
Because we prioritize high deliverability for all our customers, account unlocks are not automatic.
- Secure Your Account: Change your password in CraneMail, cPanel, or DirectAdmin. If you were sending legitimate bulk mail that was misclassified as spam (you likely would have seen "550 High Probability of Spam" or other similar errors first), please let us know.
- Contact Support: Open a ticket in the NameCrane Client Area. Our team will review the activity and manually unlock the account.
Why manual unlock? While frustrating, this step ensures NameCrane remains a trusted sender on the internet, keeping your legitimate emails out of your recipients' junk folders.
Need immediate help getting your account unlocked?
Please open a support ticket in the NameCrane Client Area.
