IP Restrictions

IP restrictions allow you to limit access to your Help Scout account to a predefined list of IP addresses. This feature is only available on the Plus plan. 

In this article

How it works

Once enabled, you can enter up to 50 individual IP address or 50 IP ranges (you can have more than 50 addresses within a range). Only Users accessing Help Scout from those defined addresses will be able to log in. Users with IP addresses that do not match the addresses on the whitelist will receive an error when attempting to log in. 

The IP address is the last public routable address of the user. The address that we check is the origin of the TCP connection to our servers. If the User is using a VPN connection, we will check the public routable IP of the VPN and will not check any IP addresses that are behind that VPN. Similarly, if the User is using a proxy, we will check the public routable address of the proxy.

Activating IP restrictions 

Note: Only the Account Owner and account Administrators can enable and update IP restrictions. 

1
Head over to Manage →  Company, then click on the  Authentication link in the left hand sidebar. 
2

Click on the IP Restrictions tab, then click the toggle button to enable IP restrictions. 

3
Add individual IP addresses or ranges to the whitelist text box. When you're finished, hit the Save button. Triple check these addresses! Users with IP addresses that do not match the addresses on the whitelist will not be able to access Help Scout. 

Using a VPN with mobile

Users logging in via the iOS and Android apps will need to connect through a VPN prior to logging in through the mobile apps. The VPN addresses must be defined on the IP whitelist. 

Still stuck? How can we help? How can we help?