Plugin's servers got blocked

Hi, everyone.
At my hosting, I have a firewall established to allow access to my site through only Cloudflare. I’ve already allowed a plugin severs’ IP addresses in Tools but they still got blocked. Do I have to allow them to bypass Cloudflare?

Have you looked at the Firewall Events log to see, specifically, why their requests are being blocked?

Thanks. Yes. Their support agent tried to connect to my server from a server IP of theirs but it got blocked. I searched the IP in the Firewall Events but couldn’t find it. I think this is because I had already allowed that IP address. They said the communication is WP REST API call.

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