Issue with Captcha message

  • Profile Image
    SMOkrishe
    Asked on November 10, 2021 at 03:46 AM

    Hi Team,

    We are getting captcha message whenever we are trying to submit a form and this happens with pretty much all the forms we have in our account.

    A similar issue is reported here; https://www.jotform.com/answers/2410225-form-submission-recaptcha-is-displaying-after-submitting-the-form

    Please look into this issue and whitelist our account/username.

    Regards,

    Chandra Shekhar

    Screenshot
  • Profile Image
    Patrick_R
    Answered on November 10, 2021 at 03:57 AM

    Hi there,

    I've forwarded your request to remove Captcha from your forms to the concerned department.

    I'll get back to you as soon as I hear from them.

    Thank you!

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    Patrick_R
    Answered on November 10, 2021 at 07:54 AM

    Hello,

    We've whitelisted your account. You should not see Captchas on your forms now.

    Please check this at your end.

    In case you come across any issues, let us know.

    Thank you!

  • Profile Image
    SMOkrishe
    Answered on December 07, 2021 at 07:16 AM

    Hi Team,

    Trust that you're doing well.

    We are receiving the captcha issues again. Could you please check and whitelist the account? Please let us know the exact cause why this issue occurs so that we can try implementing it for our forms.

    Regards,

    Chandra Shekhar

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    Cecile_A
    Answered on December 07, 2021 at 07:25 AM

    Hello,

    It looks like your account has been added to whitelist already. May we know if your form is embedded in a website? If so, can you please share to us the website's URL? Is the issue happening to embedded forms only?

    Looking forward to your reply.

  • Profile Image
    SMOkrishe
    Answered on December 07, 2021 at 08:53 AM

    Hi Cecile,

    Yes, the form is embedded within a website: http://krishe-crm.com/

    We are using the forms in similar fashion even when we faced the same issue last time.

    Regards,

    Chandra Shekhar

  • Profile Image
    Saeed_K
    Answered on December 07, 2021 at 09:07 AM

    Hello Chandra, Our apologies for the inconvenience.

    May we know if the issue only happens on the embedded form?

    May we know the embedding method you have used?

    Your answers will help us troubleshoot this problem further. Thanks!

  • Profile Image
    SMOkrishe
    Answered on December 07, 2021 at 09:34 AM

    Hi Saeed,

    The usual embed method provided under Form Settings was used to embed the form.

    Thanks.

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    Cecile_A
    Answered on December 07, 2021 at 09:53 AM

    I cannot access the page where the form is embedded as your website currently requires login credentials. I suggest that you embed your form using iFrame.

    Guide: Getting-the-form-iframe-code

    If the issue persists, please let us know so that we can forward this back to the designated team.

    Awaiting your response.

  • Profile Image
    SMOkrishe
    Answered on December 07, 2021 at 09:41 PM

    Hi Ceclie,

    Yes we are using iFrame method to embed the forms on the website for all the forms that are present in our account.

    Thanks.

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    roneet
    Answered on December 07, 2021 at 10:06 PM

    Let me forward your username once again to our reviewer team.

    Thanks.

  • Profile Image
    SMOkrishe
    Answered on December 08, 2021 at 01:00 AM

    Thanks, Roneet. Please do the needful here. And also provide any precautionary measures that I can implement from our end.

  • Profile Image
    roneet
    Answered on December 08, 2021 at 02:19 AM

    We have not received any news from our team.

    We will let you know in some time.

    Thanks.

  • Profile Image
    SMOkrishe
    Answered on December 08, 2021 at 06:06 AM

    Fellas, any update on this?

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    Durand_C
    Answered on December 08, 2021 at 06:28 AM

    Hi @SMOkrishe,

    Thank you for your patience. We appreciate you reaching out.

    Please allow more time to our Reviewer Team to look into your case. We’ll get back once we reach a resolution.

    Best regards,

    Durand

  • Profile Image
    roneet
    Answered on December 08, 2021 at 10:05 AM

    We have whitelisted your account once again.

    Let us know how it goes.

    Thanks.

  • Profile Image
    Durand_C
    Answered on December 08, 2021 at 10:47 AM

    Hi @SMOkrishe,

    Thank you for your patience.

    Our reviewer Team has worked on the account and fixed the issue.

    We apologize for the inconvenience.

    Please contact us for any further questions.

    Best regards,

    Durand

  • Profile Image
    SMOkrishe
    Answered on December 09, 2021 at 01:41 AM

    Hi Team,

    Looks like the issue is resolved. If there's any best practices FAQ to avoid this issue, please share that info.

    Thank you.

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    Vick_W
    Answered on December 09, 2021 at 01:46 AM

    Hi there,

    As you've been already added to the whitelist so the captcha will not appear again. The captcha normally appears when multiple submissions are made from the same device or same IP in a short period of time. It triggers our phishing detection system.

    However, this should not be the case for you now as you've been added to the whitelist already.

    Thanks

  • Profile Image
    SMOkrishe
    Answered on December 09, 2021 at 01:19 PM

    Thanks for the update. Based on our current implementation, there are instances where we see a spike in form submissions. When it happens, it triggers your phishing detection system and our account gets blacklisted again. Is there no way to override the system or add an exception or some other workaround?

  • Profile Image
    JohnRex
    Answered on December 09, 2021 at 01:47 PM

    Whitelisting your account is all we can do. So if you still receives captcha then it could be an issue with the network, browser, or the device you're using. And if captcha appears almost consistently on a device, please try disabling browser extensions (if it has one) or reset the network settings.