Users encountering reCAPTCHA on form submission

  • TickettEnterprises
    Asked on July 9, 2021 at 6:52 AM

    Hello, we have recently been receiving reports from form users that they are being forced to complete a reCAPTCHA following submission of one of our forms and that they are encountering issues/errors and/or are having to click multiple times to get through the form process, which is making it very painful in terms of user experience.

    We've specifically not implemented any Captcha field in any of our forms, so we can only assume that this is Jotform's own anti-spam at work.

    I've located a similar post which seems to be the same issue - Form submission: reCaptcha is displaying after submitting the form (jotform.com)

    The solution here appears to be a whitelist of our user by your backend team. We would prefer that reCAPTCHA (from your anti-spam) is not present on any of our forms.

    Our forms do attract a lot of traffic but this is entirely usual for our use/purpose.

    If you could please let us know and/or forward this request on to your backend/development team, it'd be most appreciated.

    I've included one of the form URLs below but there is conditional logic in play that prevents submissions without certain fields having been pre-populated.

    Jotform Thread 3210826 Screenshot
  • Marco JotForm Support
    Replied on July 9, 2021 at 8:56 AM

    Hello there,

    Thanks for reaching out to us!

    I've forwarded your request on to our back-end team to whitelist your account.

    You'll receive an update on this same thread as soon as possible.


    Regards

  • Uygar Bayar JotForm Developer
    Replied on July 11, 2021 at 5:30 AM

    Hi,

    We whitelisted your username. Sorry for the inconvenience.

  • TickettEnterprises
    Replied on July 12, 2021 at 4:11 AM

    Hi uygar,

    Many thanks for that. Can I confirm the exact purpose and effect of the whitelisting of our username?

    Does the whitelisting of our user prevent the anti-spam from presenting a reCAPTCHA on all of our forms for any user?

    I plan to go back to some of our affected form users to see if they're still experiencing the issue/reCAPTCHA but I'm hoping that this change will mean that any form users will no longer experience a reCAPTCHA on any form we create or have created.

    Kind regards,

    Jon

  • Richie JotForm Support
    Replied on July 12, 2021 at 5:48 AM

    Hi Jon, all the forms in your account will not have the anti-spam reCaptcha therefore any user submitting the form will not show any re-Captcha.

    Kindly test it out and let us know if the issue still remains.

  • TickettEnterprises
    Replied on July 13, 2021 at 6:26 AM

    Hi Richie,

    Many thanks for the clarification.

    I've touched base with one of our affected users and they've reported that all seems to be fine now and are no longer experiencing the reCAPTCHA, so thanks to everyone @ Jotform for resolving this so quickly.

    I'll still be checking if any other user is receiving the reCAPTCHA still, but it seems like everything should be good. If not, I'll report back, but many thanks again for your efforts.