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Q:

I get the message ‘The requested URL was rejected ...' when logging in to Bankline. What should I do?

A:

“The requested URL was rejected. Please consult with your administrator” –

If you receive this message when you’re trying to log in to Bankline, it’s most likely because our system has spotted a potential problem with your IP address.

What's the cause of the problem?

It's likely that your device’s IP address has been flagged as high-risk by Brightcloud, the software we use to protect our system and our customers from malware and viruses.

  • An IP address is the numerical label used to identify each computer that’s attached to a network 
  • Brightcloud assigns reputation scores for every IP address. Devices with high-risk IP addresses are blocked from accessing Bankline in order to protect the service and other customers. It’s Brightcloud that assigns and updates these scores and decides what IP addresses to block.
  • Your IP address could have been flagged as high-risk because your device or computer network is infected with malware; alternatively, it could be due to historic activity from when your IP address was linked to another device.
  • Brightcloud regularly updates its scores and also runs individual IP reviews by request. Once your IP address has been cleared by Brightcloud you should then be able to log in to Bankline.

How to solve the problem 

You’ll need to enter your IP Address on the BrightCloud Lookup tool to discover its status. If your IP Address shows up as high-risk, we recommend you take the following steps:  

  1. Find your external IP address by googling 'IP address' (which should bring up the IP address for your device)
  2. Look up your IP address 'Threat status' via the link on the BrightCloud website
  3. If your IP Threat Status comes back as ‘High-Risk’:

It’s possible that your device or network is infected with malware. It’s important to check that your computer network is not infected.

If your device or network is infected, you should take steps to ensure that your network is free from malware, such as running security scans and contacting your internal IT department (if you have one).

  1. If the IP Threat Status is ‘High-Risk’and you’re completely sure that your computer network is not infected, then click Request an IP threat status change’. Enter the IP Address and your email address, then select ‘I’m not a robot’, and click ‘SUBMIT’.

If Brightcloud agree to change the Threat Status of the IP Address, this will take up to 48hrs to complete, from the time of request. Once they’ve agreed the change, you’ll be able to access Bankline again within five minutes.

  1. If the IP Threat Status is nothigh-risk please retry accessing Bankline. If you receive the same error again, get in touch with us directly through the Bankline Helpdesk on 0345 300 4108.

Still getting ‘The requested URL was rejected’ message after taking the above steps?

Here’s what to do if you’re still seeing the same message and

  • you’ve requested an IP threat status change but Brightcloud have either declined to change the status or 48 hours have passed and you’ve received no response and
  • you’re confident that your device/network isn’t infected with malware.

If your IP address is the same as before and you’re getting the same error at login, (irrespective of the threat status Brightcloud assigns) please contact us on 0345 300 4108.

What to do if you need to regain Bankline access in under 48 hours (contingency options)

If you’re facing potential significant business impact within 48 hours, you should first follow the steps above. However, there are some emergency options available.

We recommend you refer to your own IT security policies before deciding if a particular contingency option is appropriate. Seek permission from the internal policy owner or appropriate authority within your business before following any of these options; they’re emergency options to be used as a last resort, at your business’ discretion.

As Bankline is a web-based service, it can be logged into from most devices and from any available internet access point.

As an emergency measure you can try:

  • Creating a WiFi Hotspot using the mobile internet connection of a smartphone or tablet. Any laptop/desktop could then be connected to that WiFi hotspot (which would have a different IP address).
  • Logging in via the Mobile Browser on a tablet or smartphone using its mobile internet connection (where mobile browser settings allow, open the page as ‘desktop site’).
  • Logging in from another device and location (for example, your home address or a different office)
  • Using a standalone computer that’s not connected to your company network.
  • Asking your IT department to assign you or the affected user a different IP address.
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