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Q: My Trustwave scans are failing, what do I do?

  • I received an email with the subject: "Action Required - TrustKeeper PCI Manager Scan Completed." In the body of the email it says "SCAN STATUS: FAILING"
  • My Trustwave scans always came back fine before, what's wrong?


  • This only applies to MIT Merchants who are accepting credit card payments on Virtual Terminals
  • Due to a change to the PCI standard Trustwave will fail a scan where the IP is unreachable.
  • The Merchant must dispute the finding and provide evidence that the IP is blocked by design and not by any "active defense measures"
  • Unfortunately, this must be done every 90 days


  • Log in to the Trustwave Trustkeeper portal
  • Click on "Scanning"
  • Select any vulnerabilities that say "Host(s) not detected"
  • Click "Dispute finding"
    • In the subject, enter: "These IPs are hidden by design"
    • In the text box, enter: "These IPs are hidden by design. Trustwave's scanners are allow listed in our environment, and we have no active protection systems blocking them."
  • Usually the disputes are approved quickly. Sometimes Trustwave will ask for more information and repeating the statement above satisfies them.
  • If you have any trouble, please contact
  • If you need help with your Trustwave Trustkeeper portal account, please contact VPF's Merchant Services at

IS&T Contributions

Documentation and information provided by IS&T staff members

Last Modified:

January 23, 2019

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