Issues with Human Verification when logging in or registering

Modified on Fri, 27 Jan 2023 at 03:08 PM

SimplySwim Plan
Legacy Sales Complete Elite

There are times when someone is attempting to register or login for the Customer Portal, however they receive the error 'Human Verification (reCAPTCHA) failed. Please try again':

To ensure all users have a safe experience using the Customer Portal we us Googles' reCAPTCHA technology to determine real users from robot/fraudulent users on our systems. (

reCAPTCHA protects our website from fraud and abuse.  reCAPTCHA uses an advanced risk analysis engine and adaptive challenges to keep malicious software from engaging in abusive activities on our platform. Meanwhile, legitimate users will be able to login, make purchases, view pages, or create accounts and fake users will be blocked.

reCAPTCHA’s risk-based bot algorithms apply continuous machine learning that factors in every customer and bot interaction to overcome the binary heuristic logic of traditional challenge-based bot detection technologies. 

We understand sometimes this can cause a legitimate user to be blocked from accessing our platform.  If this should happen, there are a few things people can do to prevent it from re-occurring:

- Ensure their browsers are up-to-date / running the latest version

- Do not use VPN / cloaking services when accessing the platform

- Ensure passwords are secure and not used across multiple sites,  and are not shared with other people

- Refresh to current page and re-submit the details in a timely manner

Whilst this is not an exhaustive list we find that most users are able to successfully access out platform when following the above recommendations.

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