Disable Captcha on my form/whitelist my form

Hi,

I've had a report that our Jotform is implementing a Capcha test, but I can't replicate that on my end. Is there a way to completely disable this function? The Capcha is cut off, making it impossible for users to complete it. I've attached a screenshot from the user who reported this to us.

We are on a silver plan, and we use your forms all the time so I'm not sure why this is happening now.

Thanks!

PS, they're using Chrome on Android if that helps

Hi cattownoak, 

Thanks for reaching out to Jotform Support. If the form is receiving multiple submissions in a small amount of time in the same IP or network, then the reCaptcha/spam protection will be automatically activated even if you don't have reCaptcha widgets on your form. I've whitelisted the form now, so check if your users will still see the reCaptcha field.

Let us know if you have any other questions.

Hi! The user tried again, and it's still getting the captcha even after clearing cache and cookies, both on mobile (Android/Chrome) and desktop (Windows/Chrome, Windows/Firefox).

Hi cattownoak, 

Thanks for getting back to us. Unfortunately, the Captcha feature is not generated by Jotform unless manually added as a Basic element to your form. This is being added by Google as an extra layer of security if the forms are being submitted from the same IP Address frequently. Please note that the Captcha system decreases the likelihood of spam submissions being sent to your form. I would like to inform you that reCAPTCHA can not be removed as it serves security purposes. 

To remove the Captcha feature, we can whitelist your form or account. Please confirm if you want to proceed.

Once we hear back from you, we'll be able to help you with this.

I'm confirming I want it removed, as I expect the form to be used a lot in the next month, with repeat submissions from individual users, and the capcha is not functional due to being cut off in the embedded frame. It's effectively making the form impossible to complete. Thank you!

Hi cattownoak, 

Thanks for getting back to us. Your user is seeing the reCaptcha fields because they're testing out your form. That's their browser thinking they're spamming your website, then shows the reCaptcha field. I'm afraid we can't whitelist an account due to reCaptcha on tests. Let us know if the reCaptcha fields still shows on actual user browser, by sending a screenshot of the users page. We'll review your account then, to possibly whitelist it.

Let us know if you have any other questions.

HI! I'm not sure what you mean about this person "testing" the form? The form is live, and this is a member of the public. I don't see a way for me to attach a file when I reply, so I'll start a new question to be able to do so.

sorry, I see how to attach it now — here's what they're seeing

Hi cattownoak, 

Thanks for getting back to us. I understand how difficult and stressful this is. Rest assured, we’ll find a solution for it. I’m sorry you're having issues with your form. Let me look into it and get back to you with a solution.

Thanks for your patience.

Hi cattownoak, 

Thanks for patiently waiting. We have whitelisted the account. Please go ahead and test your forms.

Let us know if you have any other questions.