Advanced Security With IP Restrictions

IP restrictions allow you to limit access to your Help Scout account to a predefined list of IP addresses.

Advanced Security is available as a part of the Pro plan.

How IP Restrictions Work

With IP restrictions, enter up to 50 individual IP addresses or IP ranges containing any number of IP addresses. Your Help Scout users must be accessing Help Scout from one of the allowed IP addresses included in that list or included in a range in that list to log in. Users with IP addresses that do not match the addresses on the allowed list 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.

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 IP addresses must exist on the IP allowed list.

Enable 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  Authentication in the left navigation menu.

2

Click on the IP Restrictions tab, then click the toggle next to Enabled.

3

Add individual IP addresses or ranges to the allowed list 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 allowed list will not be able to access Help Scout.