Multiple merchants report contact form failures after migration to hCaptcha: the challenge appears on a second page and repeatedly returns “The answer wasn’t correct, please try again,” even when solved correctly.
hCaptcha (a human verification system to block bots) seems implicated. One merchant shared hCaptcha support feedback pointing to an integration problem. Several screenshots were posted showing the error and captcha logs, which are central to understanding the issue.
Scope appears broader than a single store: a customer reports encountering the same failure across multiple Shopify sites.
Shopify staff asked merchants to open authenticated Help Center tickets, provide screenshots, and test with another theme. They suggested checking third‑party apps or custom code. One merchant reported support attempts (site reindexing, theme changes, incognito tests) did not resolve the problem.
Actions/next steps:
Status: Ongoing and unresolved. Key open question is whether there is a platform‑wide hCaptcha integration bug; no confirmed fix or timeline has been provided.
Is there anyone facing issues of customer communication issues after store migrated into the Hcaptcha. When my customer trying to use contact form a Hcaptcha shows in a second page. It doesn’t matter how many times you’ve submitted the captcha, it says “The answer wasn’t correct, please try again”.
I have tested it myself after got complaint from some of my customer. It’s just like they broke the contact system of the store by migrating into the Hcaptcha. Is there anyone facing the same?
Hi, @Hesseterres .
Welcome to the Shopify Community, and thanks for sharing your question.
I understand customers on your store are experiencing issues using the contact form and completing hCaptcha. To confirm, were you able to replicate this error when filling out the contact form?
If you’re able to share a screenshot of the specific error customers are receiving, as this will help our team investigate further.
My store also having the same issues. That’s very frustrating.
My store is also affected. I have contracted Shopify support yesterday. They said they are investigating.
I have contracted Hcaptcha Support. They have taken all the details from me including captcha log. After investigating they found out it’s a integration problem. Kindly check this screenshot and fix this problem asap.
Thank you for that screenshot @pancraftsshop and @Hesseterres .
If you have not yet, please connect with our authenticated support team in our Help Center to report this issue and work with our developers for a resolution. I also recommend testing this issue on another theme file to see if it can be recreated there. If a different theme file works fine then you will want to look at any third party apps or customizations you have installed on the affected theme.
I have already contracted with them multiple times. They are not helpful at all. One person reindex my website and told me to wait 3 hours. Then when I have tested it again after 5 hours the problem is in there. Then I contracted again and they said I need to change my theme, try with incognito and a lot of others things. I have done that as well still the problem is in there.
The support team is not helping at all.
Hi, were you able to solve the Hcaptcha issue? I am a customer and I am also experiencing this issue whenever I go to any shopify site. Every time I solve those Hcaptcha, it will say that my answer is incorrect.
They’re not solving the problem. The support team is super useless. You can contact support, see if you get a good person who can help.
