Legitimate addresses marked as spam but need access to old data

Hello @dpbraun,

You can view the request logs here: https://cleantalk.org/my/show_requests. They are kept for 7 days or 45, depending on whether you have the Extra Package.

This guide will help you mark requests that were mistakenly blocked: https://cleantalk.org/help/feedback-spam. Let us know when you mark requests, we will analyze our system’s response to them.

And please tell us the name of your site or its Service #. You can find Service # here: your CleanTalk dashboard → the “Settings” button under your site name.

Service # is 609624.

If I purchase the upgrade, will I be able to get the last 45 days worth of data? Or is it gone?

Dave

Unfortunately, those requests that have already disappeared from your logs cannot be restored. The period of 45 days will be valid for those requests that still remain.

We have received ticket #45592 from you. If you have any more questions about the plugin or false positives, we can continue communication here in this topic. If you still have questions about the license and log storage, please write us in the ticket. WordPess.org Support Forum is for plugins only, not the service.

That’s just great…my client has lost potentially thousands of dollars from misclassified contacts due to your algorithms. In fact, her husband’s email was classified as spam! And there’s no way to go back and get those lost submissions. Her initial response was “This is gutting. Everything we are doing right now is working to drive traffic to the website. We have no idea how many people we may have missed.”

You should be keeping the logs for at least 30 days no matter what so that if someone discovers this happening, they can at least pay you and go back and get the lost data and manually contact those people misclassified as spam.

FYI, this isn’t the first time this has happened, and I’ve had to find other solutions.

I’ll likely lose this client.

We’re sorry to hear that.

I’ve analyzed the requests that are still in the logs. Most likely, some visitor’s parameters are transmitted incorrectly by our plugin. This causes false positives.

I have changed the filtering settings in our cloud for your site. There should be no more false positives, but it will also increase the chance of spam skipping. The changes will take effect within an hour.

If there is a chance that your client will stay with us, we would be happy to investigate the cause of the issue. Please contact us via our private Ticket System.