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reCAPTCHA Troubleshooting Guide: Overcoming Verification Challenges

Published 3/6/25

reCAPTCHA, a Google service, protects websites from spam and abuse by distinguishing between humans and bots. Upon passing the reCAPTCHA test (green checkmark), users can continue their site activities. reCAPTCHA also works on Apple devices, but some iPad users report issues. Apple offers “Automatic Verification” to bypass reCAPTCHA challenges. Visit Apple Support for help.

Users typically complete the reCAPTCHA test once per IP address. If the IP address remains the same, the test isn’t needed for six months. If the IP address changes, they must retake the test. For billers using Single Sign-On (SSO), high traffic from the same IP address may trigger reCAPTCHA warnings, requiring allow-listing those IP addresses.

Troubleshooting Tips / Identifying the Issue

When users encounter the “I’m not a robot” loop during reCAPTCHA verification, users may find themselves unable to proceed past the reCAPTCHA verification step, experiencing symptoms such as:

  • Repeated Verification Requests: Users may be asked to complete the reCAPTCHA multiple times without success.
  • Error Messages: Messages like “Verification failed” or “Unverified response” may appear.
  • No Checkbox or Challenge: The reCAPTCHA checkbox or challenge might not appear at all.

If users are experiencing issues with reCAPTCHA, they should follow these recommended steps:

  1. Clear Browser Cache and Cookies
    • Open your browser settings.
    • Navigate to the section to clear browsing data.
    • Select options for clearing “Cookies” and “Cached images and files,” then confirm the action.
  2. Disable Browser Extensions, VPN or Proxy Services
    • Temporarily disable all browser extensions.
    • Refresh the page and attempt the reCAPTCHA again.
    • Temporarily disable any VPN or proxy services and attempt the verification again.
  3. Update Your Browser
    • Check for updates in your browser settings and install any available updates.
  4. Try a Different Browser or Different Device
    • If using Chrome, try accessing the site via Firefox, Edge, or an alternative browser.
    • If using a computer, try a mobile device or if using a mobile device, try a computer.
  5. Check Your Internet Connection
    • Ensure you have a stable internet connection.
    • If possible, switch to a different network (e.g., from Wi-Fi to mobile data).
  6. Create a New Browser Profile
    • Create a new user profile in your browser and test the reCAPTCHA.

If multiple customers report this issue, please follow these steps and contact InvoiceCloud.

  1. Confirm the Impact
    • If payers report issues with reCAPTCHA, gather information about the specific error messages encountered.
  2. Gather Necessary Information
    • Request screenshots of the full browser of any reCAPTCHA error messages from affected payers. This information can help diagnose the issue more effectively.

Following these troubleshooting steps, users should be able to resolve issues related to getting stuck in the “I’m not a robot” loop during reCAPTCHA verification. If problems persist after trying these solutions, you can also suggest that they pay in a different way such as IVR or Pay by Text.  For further assistance, please submit a case through Support Central.