User cannot pass the reCAPTCHA step

  • Profile Image
    alissalink
    Asked on September 13, 2021 at 02:34 PM

    We have not enabled any Captcha fields on any of our forms, but one of our customer users has reported getting stuck on this step after clicking to submit her form. I did a screen share with this user and she can consistently reproduce the error. She is shown the image tiles (e.g., click all the motorcycles or boats) but it never successfully submits and she gets caught in a loop and is unable to submit her form.

    For some more context, we are using this form as a weekly assessment, and expect the same user to submit multiple forms over time. This user is on her 6th week.

    We would like to avoid any captcha requirement on all of our forms as we do not require this type of spam-filtering. As we have new customers filling out forms weekly, it will not be feasible to whitelist specific IP addresses for each of our customers.


    Screenshot
  • Profile Image
    Girish
    Answered on September 13, 2021 at 11:50 PM

    We will forward this to our concerned team to review and take the necessary action.

  • Profile Image
    Girish
    Answered on September 14, 2021 at 10:04 AM

    Thanks for your patience!

    We have whitelisted your account, so you should not be seeing the captcha again on your forms after submitting.