Restore access after a network change
Recover when everyone is locked out or approved networks need correcting.
Use this guide if everyone is locked out, an office or VPN’s public IP address has changed, or the approved network list no longer matches the connections your organisation uses. Organisation administrators are subject to the same network restrictions as everyone else.
Check the connection first
Ask your IT provider to confirm the public exit address your office or company VPN is using now. Compare it with the networks your organisation intended to approve. A local device address, Wi-Fi name or previous public address will not identify the current internet connection.
If only some people are blocked, check whether they are using a different office connection, mobile data or a VPN with a different exit address. Share I can’t get into my Autopilot workspace with affected staff.
If Autopilot says Couldn’t check network access, check your internet connection and select Try again. An incomplete access check does not confirm that the approved network list is wrong. Check the Autopilot status page for a reported service issue before changing settings.
If an administrator can still connect
Use an office connection or company VPN that is still approved. Open Organisation → Security → Network access and correct the approved list using the addresses confirmed by your IT provider.
Add the new connection before removing an old one. Keep the administrator’s current connection approved while restrictions are enabled. Complete identity verification if prompted and check that the settings show Saved.
Confirm that affected staff can connect and select Try again. Once the new connection works, remove the old addresses and any retired office or VPN ranges. Released public IPs can be reassigned to other customers, so unused entries should not stay approved. See Set up network access for the settings workflow.
If nobody can get in
An organisation administrator or authorised business contact should email Autopilot support. Include:
- The organisation and affected dealership names.
- When access stopped and the message people see.
- Whether an office connection, internet provider or company VPN changed.
- Whether your IT provider has confirmed new public exit addresses.
Do not send passwords, authenticator codes or recovery codes. Autopilot support verifies the request before changing network access. There is no permanent administrator exemption or alternate link that bypasses the policy.
After access is restored
Review every approved office and VPN address with your IT provider. Confirm that staff at each location and remote staff using the company VPN can connect. If restrictions were disabled during recovery, re-enable them after the approved list is correct and includes the connection you are using.
Check for other stale entries from closed sites, retired connections or rotated VPN exits. See Remove addresses your organisation no longer uses.
Keep a record of who manages your office and VPN connections, and ask your provider how they will notify you about future public-address changes.