FAQ — Work of Service



I receive messages "... Service disabled ..."

Please check your license status in your Cleantalk Dashboard. If access to service is disabled and your license has expired, then you need to renew the license.

If access enabled, then check your access key in the plugin settings. Access key in your Cleantalk Dashboard and in plugin settings must be the same.



After the installation I noticed in the statistics that the number of spam attacks had increased

There are a few reasons for this:

  • With the indexing of your website by the search systems, appearance of external links and better search results position, your website attracts more and more spambots.
  • Non-transparent protection systems that don't have spam attacks statistics, like CAPTCHA or question/answer, don't let you see the whole picture or the picture is incomplete.
  • Counting methods for spam attacks and spambots are different for different systems, which explains the diversity. We seek to provide detailed statistics.


How do I can test the anti-spam on the website?

To do the test use email stop_email@example.com. Comment/feedback/signup with this email address should not be allowed on the website.


How do I report a missed spam bot or incorrect filter?

If you think the service has missed a spam bot or improperly filtered visitor to the website, you may notify us via the Anti-spam control panel. To do this,

  1. Log in to Control panel https://cleantalk.org/my.
  2. Click on the name of the website.
  3. Click on the "SPAM/Not SPAM" for the appropriate registration or comment on the website.

We will resolve the issue within a few days of receiving the report, or contact you for further details.


My website status is "Not connected"!

It takes 1-5 minutes to move the website to "Active". If it takes longer, please use email stop_email@example.com at comment/signup form or contact the technical support forum.


I Don't Want to Store the Content of Messages in the Logs.

You can disable storing of all information in the log excepting the IP. Go to Control Panel

Enter your website settings


CleanTalk Dashboard website settings


Mark the option "Do not save approved requests" and click "Save". If you have several services you can also apply this option to all services by choosing checkbox "Apply for all services" before saving settings.


CleanTalk Dashboard website options

Now only date/time and IP will be kept in the logs.


I Want to Block IP/Email.

If you want to block any IP/email and block access to comments/register, just go to Cleantalk Dashboard->Log, find the the necessary request and mark it as "Spam". This IP/email will be added in your personal BlackList.

You can find more information about how it works here: FAQ - Abilities - Block IP/Email.


I Can't Find the Message in the Control Panel of the Website

1. If you see in the logs of the service that you have approved comments, signups or messages from the contact form, but you have not received the notification or cannot find it in the control Panel of the website. Take a look at the log the service on those form fields that were filled in by the user, most likely one or more fields were either not filled or filled incorrectly. In this case, your form of comments gives the visitor an error saying that the form are incomplete and need to repeat data entry.

CleanTalk processes the request before the form, so the query will be displayed in the logs, but in the control Panel of the site this request will not be because the user was unable to send it.

So you always get such messages via CleanTalk, even if the user refused to complete the form again. Perhaps you find that your form of a lot of fields and users are not convenient to fill some of them and remove the extra field that can increase your conversions.

2. For contact forms, and forms for sending of the notification email. Check your Spam folder in your mail, it is possible that the desired message has been moved to the Spam folder by your mail server. To learn more about this question in the search.


Version of Plugin in the CleanTalk Dashboard

Information about the version of the plugin/app in the control panel CleanTalk is taken from his last request to the servers. So after the updates on your website you can just wait for the next registration or comment on the website. The test request can be done by the plugin when you click save settings. It works on following CMS:

  • Bitrix
  • IPBoard
  • IPS
  • Joomla
  • WordPress

The version in the control panel will be updated within 3 minutes after receipt of the request from your site.


My IP Blacklisted

CleanTalk logs all requests on your web site, including ones when you test service, so your IP is shown in your anti-spam log, but herewith your IP is not BlackListed. You can always check IP here: https://cleantalk.org/blacklists


I See in Logs a Lot of Blocked Messages with Reason  "Forbidden. Please Enable JavaScript. Spam Sender Name."

A lot of spam bots can't perform JavaScript code, so it is one of the important checks and most of the spam bots will be blocked with reason "Forbidden. Please enable JavaScript. Spam sender name." All browsers can perform JS code, so real visitors won't be blocked.

If you think that message was blocked wrong, let us know about it.

If you or someone from your visitors have error "Forbidden. Enable JavaScript." please check JavaScript support in your browser and do JavaScript test at this page Check out JavaScript support.

How to enable JavaScript in a web browser?


Test s@cleantalk.org and stop_email@example.com passed protection. What should I do?

Please, make sure that you aren't making a test while you logged as administrator. You should logout, use incognito mode or other browser before testing.


The difference between the number of accepted requests in the reports and the number of real user requests.

If you have noticed the difference in the number of real requests and the number of requests, in report letters, don't worry. The fact that CleanTalk uses a test requests with the address good@cleantalk.org to update billing information and tables SpamFireWall on your website. The test requests are performed when you save the plugin settings in the administrative part of almost all CMS.



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