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Troubleshooting & FAQ

Integration issues

The widget does not appear on my page

  • Verify the script tag is inside <head> and uses the correct URL.
  • Check the browser console (F12 → Console) for JavaScript errors.
  • Confirm the script loaded successfully in the Network tab.
  • Ensure no Content Security Policy (CSP) is blocking the script. You may need to add cdn.eu-captcha.eu to your CSP script-src and connect-src directives.

The eu-captcha-response field is empty when the form is submitted

The challenge had not completed by the time the user submitted the form. This can happen if:

  • The widget did not load (check network/console errors)
  • The page loaded very slowly and the user submitted before the challenge finished

Always submit the token value to the verification API, even when it is empty — the service uses all attempts, including incomplete ones, to improve detection. Your server should pass the empty string to the API and reject the submission only if the API returns success: false.

Server-side verification returns success: false

  • Confirm you are using the secret key (not the sitekey) in the verification request.
  • Check that the token has not already been verified — tokens are single-use.
  • Tokens expire after a short period. If the user left the page open for a long time before submitting, the token may have expired.

Verification API returns an error

Confirm you are using the secret key (not the public sitekey) from the correct sitekey in the dashboard. See Configuration and the Server-Side Verification guide for the full list of error responses.

Account issues

I did not receive the verification email

  • Check your spam folder.
  • Wait up to 5 minutes — email delivery can be delayed.
  • On the verification page, click Resend code to request a new code.
  • If you still do not receive it, contact support.

I cannot log in

  • Verify your email address is correct (it is case-insensitive).
  • Use Forgot password if you have forgotten your password.
  • If you enabled 2FA and lost access to your authenticator, contact support.

My session keeps expiring

Sessions expire after a period of inactivity. To stay logged in for up to 30 days, tick the Remember me for 30 days checkbox on the login page.

Statistics questions

My block rate is 0%

Possible causes: - Your server is not calling the verification API, so blocked requests pass undetected. See Server-Side Verification. - The sitekey has very little traffic. - All traffic to your site is legitimate.

My block rate is very high (>50%)

Possible causes: - Your site is under a bot attack. This is normal; EU CAPTCHA is working. - There is a configuration issue causing legitimate visitors to be misidentified. Contact support if this persists.

Statistics show zero for a sitekey I know is receiving traffic

  • Confirm the widget on your page is using the correct data-sitekey value.
  • Check that the sitekey shown in the dashboard selector matches the one embedded in your site.
  • Statistics may have up to a few minutes of delay.

Billing questions

Can I try EU CAPTCHA before paying?

Yes. The Free plan is available without entering payment details. Create an account and you automatically start on the Free tier.

How do I get an invoice?

Invoices are issued by Stripe and sent to your email after each payment. You can also retrieve them from the Stripe customer portal. Contact support for billing questions.

Can I cancel at any time?

Yes. Contact support to cancel. Access continues until the end of the current paid period.

General questions

No. The EU CAPTCHA widget sets no cookies and stores no data persistently in the browser. You do not need to add it to your cookie consent banner.

Does EU CAPTCHA work without JavaScript?

No. The widget requires JavaScript to run the challenge. If a visitor has JavaScript disabled, the challenge cannot complete. Consider how to handle this in your form — for example, by requiring users to enable JavaScript.

Is EU CAPTCHA GDPR-compliant?

EU CAPTCHA is designed with privacy-first principles and operated within EU infrastructure. No personal data is collected or required for verification. Consult the Privacy Policy and your data protection officer for a full compliance assessment.

Can I use the same sitekey for multiple domains?

No. Each sitekey is associated with a single domain. Create a separate sitekey for each domain or environment.

What happens if the EU CAPTCHA service is unavailable?

If the EU CAPTCHA script or verification API is unreachable, the challenge will not complete and your server will not receive a valid token. Implement appropriate fallback logic on your server — for example, fail open (accept submissions) or fail closed (reject submissions) depending on your risk tolerance.