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.

All questions can be asked via our support ticket system.

 

 

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, the 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 spambot 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.

 

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.

Note: in WordPress you can exclude your personal data from spam checking and sending to CleanTalk servers. Add this string in your "wp-config.php" file before defining database constants:

$cleantalk_key_exclusions = Array('key1', 'key2', 'key3');

Now all fields in your submissions with the keys named ‘key1’, ‘key2’ or ‘key3’ will be excluded from spam checking.

 

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 necessary request and mark it as "Spam". This IP/email will be added in your personal BlackList. CleanTalk Personal Blacklists manuals is here.

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 is 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.

If you have WordPress web site, you can check the form error in the request details in your Anti-Spam logs (at the moment, not all forms have this possibility).

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.

 

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 catches requests before then a form will complete a data validation, so if the visitor entered the data incorrectly and sent the form, we will receive the request before the form gives an error.

As an example, a visitor enters an invalid email (without @), like as "email#example.com and send post comment. So, CleanTalk checked this request and after it, a form will generate an error "ERROR: Please enter a valid email address." You will see this request in the CleanTalk logs, but the form itself will not process it and will not send you this message.

If you use a captcha, then every time the user enters a captcha incorrectly, this request gets into the CleanTalk logs.

You can find more information about validation here.

 

What's going with the plugin version 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 has the error "Forbidden. Enable JavaScript." please check JavaScript support in your browser and do JavaScript test at this page Check out JavaScript support. If it is necessary, use the link How to enable JavaScript in a web browser

 

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

Please, check your access key in the plugin settings. Make sure that you aren't making a test while you logged as administrator. You should log out, use incognito mode or another browser before testing.

 

My SpamFireWall/SecFireWall IP database is not updated. Why?

We use remote calls to the plugins to quickly update plugin's firewall base. Calls come from CleanTalk servers netserv2.cleantalk.org and netserv3.cleantalk.org. Calls look like:

 

SpamFireWall

/?spbc_remote_call_token=SOME_TOKEN&spbc_remote_call_action=sfw_update&plugin_name=antispam

requested the following type of files:

bl_list_SOME_KEY.csv.gz

 

SecFireWall

/?spbc_remote_call_token=SOME_TOKEN&spbc_remote_call_action=update_security_firewall&plugin_name=spbc

requested the following type of files:

sfw_data_SOME_KEY.csv.gz

 

Please make sure that these calls are not blocked by any security software like ModSecurity or any restrictions in the ".htaccess" file. In case if you need the actual IP database right now you can re-save the plugin's settings in your website Admin Panel. Also, the database will be updated once a 24h automatically by a СRON job. 

 

 

 


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