Executive Summary
PyjamaHR’s upgraded SOC-2 compliant security system uses both temporary and permanent account blocks to protect your data and prevent unauthorized access. Understanding the difference between these blocks, why they occur, and how to resolve them ensures you can quickly regain access and avoid future disruptions—especially if your team works across multiple locations or devices.
Detailed Overview
What Are Temporary and Permanent Blocks?
Temporary blocks are automated, short-term restrictions placed on your PyjamaHR account when the system detects suspicious activity—such as logins from multiple locations, devices, or browsers using the same credentials. These are designed to prevent potential hijacking or unauthorized access while the system or support team investigates.
Permanent blocks (sometimes called "frozen" or "locked" accounts) are more serious and occur when the system or support team identifies ongoing or unresolved suspicious activity, or when anti-spam filters are triggered by changes in company details, website links, or LinkedIn URLs. These require manual review and intervention by the PyjamaHR support team to resolve.
Why Does PyjamaHR Block Accounts?
Security Compliance: As part of SOC-2 compliance, PyjamaHR actively monitors for account hijacking and suspicious activity.
Multiple Logins: Logging in from different locations (e.g., Orlando and Ukraine) or devices using the same credentials triggers the security system.
VPN Usage: Logging in from various VPN locations (especially rapidly changing US cities or countries) can appear suspicious.
Company Profile Changes: Updates to company name, website, or LinkedIn URL may trigger anti-spam filters.
Credential Sharing: PyjamaHR accounts are designed for single-user access; sharing credentials increases the risk of blocks.
Integration with Other PyjamaHR Features
User Management: Each user should have their own login credentials.
Company Profile: Changes to company details are monitored for security.
Audit Logs: Security events are logged for compliance and troubleshooting.
Business Impact and Benefits
Data Security: Protects your company’s sensitive information from unauthorized access.
Regulatory Compliance: Ensures your organization meets industry-standard security requirements.
Operational Continuity: Quick resolution processes minimize downtime.
Step-by-Step Guide: What to Do If Your Account Is Blocked
1. Identify the Type of Block
Temporary Block: You receive a message about suspicious activity or multiple logins. Access may be restored automatically after review.
Permanent Block: You are unable to log in, and support notifies you that your account is frozen or locked pending investigation.
2. Review Recent Account Activity
Check if you or your team have:
Logged in from new locations (e.g., traveling, using VPNs)
Shared credentials with others
Updated company details (name, website, LinkedIn)
3. Contact Support (If Not Automatically Unblocked)
Use the in-app chat or email support.
Provide:
Your recent locations and devices
Any changes made to company profile
Clarify if VPNs were used
Screenshot Callout:
Include a screenshot of the account lockout message and the support contact form for clarity.
4. Follow Support Guidance
Support may ask you to verify recent activity.
If the block was due to anti-spam filters (e.g., new company name or website), confirm the changes.
Once verified, support will unblock your account.
5. Prevent Future Blocks
Assign unique credentials to each user.
Avoid frequent VPN location changes.
Notify support in advance of major company profile changes.
Advanced Usage & Best Practices
Power User Tips
User-Specific Logins: Always create separate accounts for each team member.
VPN Usage: If remote, use a consistent VPN location or log in directly from your actual location.
Traveling: Inform your team and support if you anticipate logging in from new locations.
Optimization Strategies
Audit Account Activity: Regularly review login history for unauthorized access.
Company Profile Updates: Make changes during business hours and notify support if making significant updates.
Do’s and Don’ts
Do:
- Use unique credentials for each user.
- Communicate with support proactively about travel or company changes.
Don’t:
- Share your login details.
- Rapidly switch VPN locations to “hide” your real location.
- Ignore support messages about suspicious activity.
Troubleshooting & Common Issues
Common Error Messages & Solutions
“Your account has been temporarily blocked due to suspicious activity.”
Wait for the automated review or contact support with recent activity details.
“Your account is frozen/locked.”
Contact support; provide information about recent changes or travel.
What If Scenarios
What if I travel frequently?
Inform support in advance and use your actual location for logins.
What if my team member uses a VPN?
Use a consistent VPN endpoint or log in from the actual country.
What if I updated my company name or website and got blocked?
Confirm the changes with support; they will review and unblock your account.
Recovery Procedures
Contact support with as much detail as possible.
Support will verify your identity and recent activity before unblocking.
When to Contact Support
If you cannot regain access after a temporary block.
If you receive a permanent block or freeze notification.
If you plan major changes to your company profile.
Comprehensive FAQ
1. Why was my account blocked after logging in from different locations?
PyjamaHR’s security system flags multiple logins from different locations as potential hijacking attempts.
2. Can I share my login with my team?
No. Each user should have their own credentials to avoid security blocks.
3. Is it safe to use a VPN?
Yes, but use a consistent location. Rapidly changing VPN endpoints can trigger blocks.
4. What triggers a permanent block?
Ongoing suspicious activity, unresolved temporary blocks, or anti-spam filter triggers (e.g., company profile changes).
5. How do I unblock my account?
Contact support, verify your recent activity, and confirm any changes made.
6. Will traveling cause my account to be blocked?
Traveling can trigger a block if the system detects unusual login patterns. Inform support if you travel frequently.
7. What if my company is rebranding?
Notify support before updating your company name, website, or LinkedIn to avoid anti-spam triggers.
8. Why did updating my LinkedIn URL cause a block?
Anti-spam filters may flag new or suspicious URLs. Support can review and unblock your account.
9. Can I use multiple devices?
Yes, but avoid simultaneous logins from different locations or sharing credentials.
10. How long does it take to resolve a block?
Temporary blocks may resolve automatically; permanent blocks require manual review, usually within 24 hours.
Related Features & Next Steps
User Management: Set up unique logins for each team member (see guide).
Company Profile Management: Best practices for updating company details (see article).
Security Settings: How to review and manage account security (see article).
Recommended Next Steps:
- Audit your current user access and credentials.
- Review your company profile for accuracy.
- Bookmark the PyjamaHR Security Best Practices article.
Still have questions?
Contact PyjamaHR Support via in-app chat or email for personalized assistance.
This article is based on real customer scenarios and the latest PyjamaHR security updates as of 2024. For further assistance, visit our Help Center or reach out to our support team.