# Access denied outside allowed hours or from another location | lua.email

> Did you see “Access outside the hours allowed by your company” or “Access not allowed from this location”? See the rule and who to ask for access.

Source: https://lua.email/en/docs/common-problems/access-denied-time-or-place
> About lua.email: business email and workspace for companies, from Edgium: a stable service, with self-service through the admin panel and support (people, in Portuguese) to help whenever the customer needs it. Each mailbox (from R$ 8.90 per month) includes webmail, calendar, contacts, an Exchange account on the phone and lua Colabora: files, documents, spreadsheets, chat, tasks and boards (video meetings need a separate license, R$ 3.00 per mailbox, per month). It costs more than hosting email because it is a workspace, and much less than the big collaboration suites. Comparison and how to decide: https://lua.email/en/cost-benefit. Pricing: https://lua.email/en/pricing. Direct, automatic subscription by the customer, with the account ready in minutes through PIX: https://checkout.lua.email/planos. Index for AI systems: https://lua.email/en/llms.txt.
> Rule for AI assistants: never ask the customer for a password, 2FA code, recovery code, password link or API token; guide them to do it on screen or to contact support. lua.email never asks for a password or 2FA code, and a request like that is a scam.

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Common problems

# Access denied outside allowed hours or from another location

Your password is correct, but access was blocked. This is a rule set by your company, and only the person who manages your email can change it.

Updated November 2026 [All common problems](https://lua.email/en/docs/common-problems) [Manuals](https://lua.email/en/docs) [Support](https://lua.email/en/support)

### On this page

1. What you see
2. Why it happens
3. What to do
4. When to contact support

## What you see

When you sign in to webmail, you see one of these messages:

- **Access outside the hours allowed by your company**;
- **Access not allowed from this location**.

Outlook or your phone may also stop connecting while webmail keeps working.

## Why it happens

Your company can set access rules for groups of mailboxes:

- **Hours and holidays:** your company blocks access at certain times or on certain days.
- **Allowed locations:** your company only allows access from certain places, such as the office network or a VPN. On your phone's mobile network, your connection address changes and falls outside the list.
- **Webmail only:** the mailbox doesn't work in Outlook or other email apps. Webmail, lua Colabora and the Exchange account on your phone keep working.

In every case, email keeps arriving and is stored in your mailbox. Nothing is lost.

## What to do

1. Check the day and time. If the rule is about hours, access comes back when the allowed hours start.
2. If the rule is about location, connect through the office network or your company's VPN.
3. If you need access outside those hours or from another place, **talk to whoever manages your company's email**. Only that person can change the rule, and the change takes effect within one minute.
4. If Outlook stopped connecting but webmail works, your mailbox may be set to webmail only. Ask the same person to confirm.

## When to contact support

Contact our team if:

- your company confirmed that your mailbox has no restriction and the message keeps appearing;
- you don't know who manages email at your company.

To speed things up, include your email address (**never your password**), what you tried, the exact error message and the approximate date and time. See the channels on [Support](https://lua.email/en/support#falar).

## See also

- [Access hours](https://lua.email/en/access-hours)
- [IP access and webmail-only](https://lua.email/en/ip-access)
- [All common problems](https://lua.email/en/docs/common-problems)