An IP address may be rejected because the user is connected through a VPN or because several submissions have been made from the same IP address.
This article explains how to identify the possible causes and collect the information needed if the problem persists.
Identify the possible causes
An IP address may be rejected when it is considered unusual or suspicious.
The most common causes are:
the use of a VPN
repeated submissions from the same IP address
A VPN can change or conceal the user’s IP address. Several submissions made within a short period from the same IP address may also be interpreted as suspicious activity.
Resolve the issue step by step
Step 1: Disable the VPN
Ask the user to disable their VPN and then submit the form again.
This will help determine whether the rejection is related to the IP address used by the VPN.
Step 2: Try submitting the form again
Once the VPN has been disabled, ask the user to make a new submission attempt.
When several submissions have already been made from the same IP address, avoid retrying repeatedly in quick succession. Additional attempts may also be considered suspicious.
Step 3: Collect the technical information
When the issue persists, collect the following information before contacting support:
the IP address
the date and time of the submission attempt
the type of device used
the browser used
This information will help support analyze the circumstances surrounding the rejection more accurately.
Keep your form protection enabled
Do not disable Google reCAPTCHA to bypass an IP address rejection.
Google reCAPTCHA helps protect your forms against bots and malicious activity. First investigate the other possible causes, particularly VPN use or repeated submissions from the same IP address.