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Bug
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Resolution: Invalid
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Medium
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None
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10
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Severity 3 - Minor
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Issue Summary
Some users are not able to signup and create an Atlassian Account as the captcha challenge verification fails even though the user is getting it correctly.
The captcha will fail, and if you try again, the same happens, until you try on another browser, machine, or mobile/network.
We are also getting some reports this is happening intermittently, as in the following days, the issue sometimes, won't happen anymore.
Steps to Reproduce
- As an admin, invite a user to your product, and make sure this user has no Atlassian Account yet, for this testing purposes
- As the user, go to your email box and click to join the product
- When asked to sign up for an Atlassian Account, enter your name and password to be created
- Do the captcha verification
Expected Results
Users should be able to finish the captcha verification if they got all the image challenges right.
A retry in case it fails should allow the user to get to create the account
Actual Results
Some users are able to pass the captcha successfully, but being rejected because there are other signals that identify them as risky.
Workaround
Try changing your network, try to create an account outside a VPN connection, or even try on a mobile device, instead of a desktop one.
Another possibility is to try to create the account directly at id.atlassian.com/signup instead of the product invite to signup. Try a different browser, or close down your browser and restart it.
| Form Name | |||||||||||
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[ID-8218] Captcha fails when trying to signup for an Atlassian Account
Nicholas, fair point, but using the reCaptcha tester URL was a suggestion by Atlassian Support, to try to isolate the root cause of the problem. And we were able to replicate the issue using it. That in turn led to some changes in our firewall HTTPS monitoring, which turned out to be a factor, albeit not the only one.
The advise to use the tester URL may have been misguided. Atlassian does not use the vanilla reCaptcha and uses reCaptcha Enterprise from Google which uses different URLs. It also uses other signals that may indicate the signup may be bad such as network browser etc, so even if reCaptcha is solved there may still be other data points that factor into how Google calculate the result.
reCaptcha is not a perfect solution and there will be false positives in both blocking valid users and allowing bot/spam users in, right now the % of signups that fail are in the very low numbers and also still fighting spam users.
We are experiencing the same problem, and indeed we can solve the issue by switching to a different network (our guest WIFI). Most users are unaffected, but for those that are, the issue is consistent (until we use the work-around), and is independent of machine or browser. So it seems to be user account related, for some reason.
We also tried validating using this reCaptcha tester URL https://patrickhlauke.github.io/recaptcha/, on advice of Atlassian Support, and the problem persisted. So it seems more reCaptcha related than primarily Atlassian related. But that doesn't change the fact that it negatively affects the user experience from an Atlassian perspective.
ReCaptcha has been upgraded and re-implemented and the specific issues that were faced in 2023 are no longer valid. If individual users experience issues please first contact support as this outdated bug is no longer valid.