SplashID Safe 8.4.x -- Cloudflare firewall protection block

SplashID Safe 8.4.x -- Cloudflare firewall protection block

Problem

When trying to log in to the SplashID 8.4.x Desktop (PC/Mac) or Mobile app, you may see one of the following issues:

  • Correct password being rejected

  • “Temporary Block” error

  • “Too Many Requests” error

  • “Operating in Offline Mode” error

  • Fully licensed app asks for a paid license, despite one being present

  • Next or Sign In button not reacting to clicks/taps for a newly installed 8.4.x Desktop or mobile app

This usually happens when your 8.4.x app(s) is/are temporarily blocked by our Cloudflare firewall protection.

Solution

Step 1: Restart Devices and Network

  • Restart your computer, phone, or tablet.

  • Restart your WiFi router and/or cable modem by unplugging it from power for 10–15 seconds, then reconnecting.

  • Alternatively, restart the router/modem from the Admin Panel (if you have access).

  • If you cannot restart the router/modem, skip this step.

Step 2: Check Network Settings

  • Disconnect or disable extra network interfaces, such as VPNs or Bluetooth connections.

Step 3: Collect IP Information

If the issue continues:

  1. On each affected device, visit https://www.whatismyip.com/.
    Note: For phones/tablets with both WiFi as well as cellular connectivity make sure to open the above website twice - once with WiFi on,  cellular data off, then with WiFi off, cellular data on. 

  2. Copy the IP address shown and paste it directly into your support ticket.

  3. If copying is not possible, take a screenshot of the IP address instead. To take screenshots, please see here:
    https://support.splashid.com/portal/en/kb/articles/taking-screenshots-or-videos-on-windows-macos-ios-ipados

Step 4: Submit a Support Ticket

  • Go to SplashID Support – New Ticket.

  • Include your IP address information:

    • Paste the copied IP address into the ticket description, or

    • Attach screenshots if you could not copy it. 

    • If you have multiple devices, you can:

      • Combine screenshots into a ZIP file, or

      • Copy them into a Word (.docx) or PDF file and attach it.

Our system administrator will review your request and unblock your access if needed.


Step 5: What to do as a temporary workaround?

If using Cloud Sync, you can use our 8.4.0 Web app, if all your 8.4.x Desktop & mobile apps fail. 
This is accessible from your computer web browser, such as MS Edge, Firefox, Google Chrome, Opera, Brave/etc, or Safari on Mac.

Login URL for 8.4.0 Web app is here: https://www.splashid.com/login
(warning - please do not attempt using our Web app if you are not in Cloud Sync mode i.e. are using WiFi Sync or No Sync/Standalone mode)

If using WiFi Sync, putting mobile device or computer into Airplane mode may allow local access to your data.
Please do not delete & reinstall any 8.4.x mobile/Desktop apps - it will not fix your issue and may lose data.

If the 8.4.x apps are saying they are not licensed, despite your account having a proper Yearly, Monthly or Lifetime license, please do not (re)purchase one.
It will not help with your issue, even you pay. (but money may get charged)

    • Related Articles

    • How to sync data back from 8.4.x Cloud/Web app via CLEAN reinstall - Mac Desktop (Cloud Sync)?

      Learn how to completely uninstall and reinstall SplashID Safe 8.4.x on Mac Desktop using Cloud Sync. The step-by-step instructions include backup, uninstall, clearing preferences, reinstall, and syncing with the SplashID Web app to restore your data. ...

    • How to change your SplashID Safe 8.x account password?

      All SplashID Safe 8.4.x apps — Desktop, Mobile, and Web — share the same password. You only need to change the password in one app, and it will sync automatically to the others. When you quit and relogin (or lock and unlock on mobile), the new ...

    • Forgot SplashID Safe 8.x account password

      If you forget or misplace your SplashID Safe 8.x password and enter the wrong password 10 times, your account will be locked. This is a security measure to protect your records. Unlocking your account If you contact us directly, we can unlock your ...

    • SplashID Safe 8.x - Offline mode

      What is Offline Mode? In SplashID Safe 8.x Desktop and mobile apps, there is an Offline mode option for users of WiFi Sync or No Sync. Offline mode is not available for Cloud Sync, since every operation in Cloud Sync requires access to SplashID ...

    • SplashID Safe 8.4.x Mac Desktop App – Missing or Corrupted Data (Cloud Sync)

      Some users of SplashID Safe 8.4.x Mac Desktop app may encounter a problem where most or all local data appears missing, corrupted, or duplicated while using Cloud Sync. In most cases, the Web app and mobile apps still show complete and uncorrupted ...