Most Bot Protection problems have a quick fix. All of the steps below are done in cPanel under "Security" -> "Bot Protection."
A service or app stopped working
Payment gateways, mobile apps, monitoring services and other software cannot pass the browser check. Check the "Activity" tab for their requests, then either add the URL they use under "Never challenge these URLs" on the "URLs" tab or allow their IP address on the "IPs" tab. See Allowing Your IP, Apps and Bots.
A visitor was blocked
Ask them for the Reference code shown on the blocked page and paste it into the filter box on the "Activity" tab to see why. See What Visitors See and Reference Codes.
The Overview tab says "No sites enabled"
Protection is switched on, but no site is using it. Turn on one or more sites on the "Sites" tab.
The Activity tab is empty
Make sure "Keep a log of challenged, passed and blocked requests" is turned on in the "Settings" section of the "Overview" tab. You can also choose the server access logs as the "Source" on the Activity tab to see raw traffic.
The CAPTCHA isn't showing
Make sure the key is assigned to the site on the "Sites" tab and that the site's domain is listed on the key in the CAPTCHA service's dashboard. If it isn't, visitors get the built-in puzzle instead. See Using a CAPTCHA with Bot Protection.
I'm asked to verify again and again
Check that your browser allows cookies for the site. If "IP validation" is on for the site (on the "Sites" tab), switching networks (for example, from Wi-Fi to mobile data) will ask you to verify again; turn it off if that's a problem.
Related Bot Protection Articles
You can find these in the Bot Protection category of our knowledgebase:
- Getting Started with Bot Protection
- What Visitors See and Reference Codes
- Allowing Your IP, Apps and Bots
- Using a CAPTCHA with Bot Protection
- Bot Protection Settings Explained
- Automatic Protection and Opting Out
Need More Help?
If you have questions about Bot Protection or something isn't working the way you expect, please open a support ticket from our Client Area and our team will be happy to help. To help us get you an answer quickly, please include:
- The website (domain) affected.
- Any Reference code shown on a blocked page.
- Roughly when it happened and what you or your visitor were trying to do.
