What ReCaptcha is and how it affects your login
Claim.MD uses Google's ReCaptcha service during the username/password step of login. ReCaptcha is a security tool that helps distinguish between a real person and an automated script or bot trying to break into accounts.
Behind the scenes, ReCaptcha assigns a "human score" to each login attempt based on a variety of signals (browser behavior, network, device, etc.). If that score is too low, it may block the login and you'll see errors such as "User failed ReCaptcha", even if your username and password are correct.
Common reasons ReCaptcha gives a low "human" score
Here are some of the most frequent environmental / technical causes we see for low ReCaptcha scores:
1. Firewall or content filter blocking Google services
- If your organization's firewall, web filter, or security appliance is blocking or partially blocking any of Google's ReCaptcha domains or scripts, ReCaptcha may not be able to fully validate the login.
- Sometimes this isn't a complete block, but deep inspection, SSL interception, or aggressive filtering that alters the ReCaptcha traffic.
2. VPN use or shared IP addresses
- Logging in from a VPN, proxy, or any service that changes or hides your IP address can look "bot-like" to ReCaptcha-especially if many users appear to be logging in from the same public IP.
- If multiple organizations or many users share the same egress IP, ReCaptcha can downgrade the score.
3. Cloud-hosted desktops or virtual environments
- Accessing Claim.MD from a hosted desktop (Citrix, RDS, Azure Virtual Desktop, etc.) or other virtual environment can appear similar to automated traffic, especially when many sessions come from the same server or IP.
4. Very strict security tools / browser hardening
- Browser extensions, endpoint security solutions, or privacy tools that block tracking scripts, third-party cookies, or JavaScript can interfere with ReCaptcha's checks.
- If your environment frequently clears cookies or wipes browser storage, ReCaptcha loses the normal "signals" it uses to recognize repeat legitimate users.
5. Automated login helpers
- Some password managers, RPA tools, or scripts that auto-fill and auto-submit login forms can look suspicious to ReCaptcha.
6. New or unusual devices / patterns
- A sudden change in device, browser, or location (for example, multiple brand-new workstations all logging in from the same IP in a short time) can temporarily reduce the score until ReCaptcha "learns" that these are legitimate users.
User failed ReCaptcha"- What to do
Because this is an environmental / network-level issue, the best next step is to work with your internal IT / network support to see if any of the above conditions might apply in your environment. In particular, they can:
- Confirm whether staff are accessing Claim.MD through a VPN, proxy, or cloud desktop, and test from a standard workstation on a normal network connection (no VPN) if possible.
- Check if any firewall, web filter, or security appliance is inspecting or blocking connections to Google ReCaptcha domains or related scripts.
- Review browser policies, extensions, and security tools to ensure they are not blocking third-party scripts/cookies or aggressively clearing session information.
- Verify that no automated tools or scripts are being used to auto-login to Claim.MD.
If your IT team identifies any of these conditions and can temporarily relax or adjust them for testing, that will help determine which specific factor is triggering the low ReCaptcha scores.