Captcha Verification Failed

Problem

Human users on your website see the following error on pages that use captchas:

Captcha verification failed. Contact support for more information.

Cause

This error often indicates that your captcha method’s settings are too restrictive. The human user cannot meet the requirements for verification.

  • If you use Google® reCAPTCHA v3, the reCAPTCHA Score Threshold setting is too high.
  • If you use hCaptcha®, the hCaptcha Score Threshold setting is too low.
hCaptcha and reCAPTCHA v3 both use score thresholds, but their scoring systems are inverted. Make certain that you use the correct score threshold for your captcha type.

Solution

Adjust your captcha method’s score threshold setting in the Security tab at Configuration () > System Settings > General Settings.

  • For Google reCAPTCHA v3, set reCAPTCHA Score Threshold to a lower value.
  • For hCaptcha, set hCaptcha Score Threshold to a higher value.
If you have enabled Module Logging, you can view visitors’ captcha scores in the Module Log at Configuration () > System Logs. Use these scores to choose a score threshold and test your settings.
captchas troubleshooting client-area

Last modified: November 12, 2024