Recaptcha question

I have a form that takes donation payments. After users submit their payment details they are prompted to answer the "I'm not a robot" reCaptcha question. After they submit that, it shows up again instead of taking to the thank you page. But payment is taken out of their account.

I have embedded the form on my website. How do I fix the issue of the recaptcha prompt coming twice whilst payment has already gone through after answering the first time.

Hello @Natasha_Pagarani,

Thank you for contacting JotForm Support. Please accept our apologies for the inconvenience that you have experienced.

If the captcha field is appearing after the form is submitted on your website, it is possible that you have triggered the forms' spam submission prevention feature. All forms have this feature that will display a captcha field if an excessive number of submissions are made in succession from the same IP address.

This is implemented to prevent your form limits from being taken advantage of with spam submissions.

Can you kindly share the IP address of your website so that we can whitelist it on our end? This should help with the ReCaptcha issue.

However, if whitelisting does not resolve the issue, we will escalate this to our developers so that they can whitelist your forms from the backend.

Thanks for your response. My website is run through Shopify but my domain is owned by a 3rd party.

I believe in this case the IP address that needs to be used is Shopify's: 23.227.38.65

(https://help.shopify.com/en/manual/online-store/domains/managing-domains/troubleshooting#:~:text=What%20is%20Shopify's%20IP%20address,38.65%20.)

Hi there,

I have now whitelisted the IP address.
Let us know if the issue still persists.

Best.