Need help fixing the Epoch.com autoban #0 issue

[Semacast]

I have a server hosted by survival servers, currently i have it locked so that i can make sure everything is running as intended and that i am familiar with all the things i can do as an admin before i open it up.  the problem i am currently having is issues with the epoch.com autoban #0.  i have one tester who was getting this error on my server but not on other servers that we have gone on to play.  i was directed by people to look at the ban.txt file, which he was in, so i removed him. But every time he logs back in his name gets readded to the ban.txt file.  Now my other tester who was fine for the last couple of weeks that i've had the server up, suddenly got the autoban #0 last night when he was running and hit I for inventory. Same thing with him, i remove his line from the ban.txt file and it still puts him back in it.

 

 

is there something else im supposed to be doing? another file im supposed to be editing?

 

any help would be appreciated!