Hi @miku88, thanks for getting in touch!
Sometimes reCAPTCHA errors being seen could be the result of a Javascript/plugin conflict but if it’s not being flagged for all customers on your site then it could be user-specific. Some browser extensions or local caching could be causing the problem for isolated customers so it’d be worth asking them to test in a different browser to their usual choice and/or a private browser window to see if it reoccurs. If it does, they could inspect the browser console, take a screenshot of any errors and provide you a link through a service like Snipboard to share here.
I have seen issues before where Google has given a specific person a low score, requiring extra verification via email to prove they aren’t a bot. We aren’t in a position to be informed as to why Google’s algorithm comes to this conclusion.
You can usually disable verification emails by setting the threshold for these emails to be 1.0 (Definitely a human):
- Go to Wordfence > Login Security
- Alter the reCAPTCHA human/bot threshold score to 1.0
You could also try some trial & error here by lowering the required score to see if this customer can be excluded at any level from receiving the error. However, the lower the score accepted as human, the more actual bots may slip through the net. It’s OK for temporary testing to lower this, though.
I’d be interested to see what you discover about the score being given to this customer, so let me know how you get on!
Thanks,
Peter.
