CAPTCHA always says “That CAPTCHA was incorrect. Try again.”

Posted by on Apr 13, 2013 in Tips, Troubleshooting

Problem:
CAPTCHA always says “That CAPTCHA was incorrect. Try again.”

Before you start troubleshooting
make sure to update to the latest version of Fast Secure Contact Form.

The setting “Enable PHP sessions” IS NOT enabled
One possible cause: the setting “Enable PHP sessions” IS NOT enabled and your server has improper file or user permissions on the CAPTCHA cache folder that causes permission errors. Try this solution: go to the form edit page, click on the Advanced tab and CHECK the setting “Enable PHP sessions” then click save changes. Reload the form page and see if it works.

The setting “Enable PHP sessions” IS enabled
One possible cause: the setting “Enable PHP sessions” IS enabled and your server has broken PHP sessions that causes the errors. Try this solution: go to the form edit page, click on the Advanced tab and UNCHECK the setting “Enable PHP sessions” then click save changes. Reload the form page and see if it works.

Sometimes a page cache plugin can interfere with the CAPTCHA
If you have a cache program like “W3 Total Cache” or related, be sure to add your form page to the “Never cache the following pages:” setting in the Page Cache section.
I have a support page and a contact page, so this is what I have in my W3 Total Cache setting:

wp-.*\.php
index\.php
support
contact

If you try these settings and still have trouble
Then you could have two problems so these solutions do not work.
Problem 1: your server does not allow files to be created and written to.
Problem 2: your server has broken PHP sessions.

See if there are any hidden errors:
Turn on WP debugging to reveal any possible errors, then use that information to determine what needs fixing.

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