CleanTalk blocked legit user

So I have a survey on my website and I bought CleanTalk so that I wouldn’t have to deal with Google Recaptcha. So I’ve gotten feedback that CleanTalk is blocking people who are legitimately trying to fill out the survey – just wondering how to prevent this? Or maybe I don’t have it set up properly?? How do I troubleshoot this??? I would upload a picture that was sent to me by the person trying to fill in the survey – it says “CleanTalk” spam but I don’t see a place to upload photos with this post.

Any suggestions or information would be greatly appreciated!! It’s hard enough to try to get people to fill out a survey to begin with. hahahahaha

The page I need help with: [log in to see the link]