Hello @smartwebsitesnz,
We are sorry for the inconvenience caused.
We need to look at the requests from your site. Could you tell us the name of your site or its Service #?
You can find the Service # here: your CleanTalk dashboard → the “Settings” button under your site name.
We will wait for your reply.
Thank you.
The requests were blocked because the sender’s IP address is on our block lists. If you think they are not spammers, please add them to your whitelist: https://cleantalk.org/help/blacklist-usage
Did it help?
Whitelisting a lead? How would you do that?
You are talking about IP blocks – like a town where a spammer lives and uses the roads and paths to spam on – and then treating the rest of the town as spammers.
So we would need to know that Raj sitting who is in London needing services from our client – is on an IP address block that has had some spamming done on it – to whitelist before he contacted the client –
So – no that does not help – at all. In fact it is alarming and clearly damaging to conducting business.
We have over 100 sites – and we cannot afford for our clients to have legitimate enquiries blocked liked this.
If this is what it is going to be like – then we will be walking from your services.
This will make a great white paper to discuss how over zealous security is as dangerous and damaging as weak security
So – what are you going to do?
Whitelisting a lead? How would you do that?
To add a user to the whitelist, please follow this guide: https://cleantalk.org/help/blacklist-usage
If users are on our block lists, there is a high probability that they will be blocked. I also see that the user was using a VPN when submitting the form. It means that previously this IP belonged to a spammer, which is why it ended up on the block list, and later this IP was assigned to a legitimate user. In such cases, we also recommend disabling the VPN. Then the user’s IP will change to a clean one, and they will not be blocked. You can set up a custom message informing blocked users to disable their VPN. Please follow this guide:
https://cleantalk.org/help/overwrite-message-for-blocked-visitors
If these solutions do not suit you, I can relax the filtering rules for your profile. This will affect both existing and future websites. Or I can do this only for site #1775060.
We will be waiting for your reply.
Why did you not answer my question? Or do you think sending me to an article is helping?
This is not good customer service – by the way you have harvesting going on here – using a public domain for support is not security conscious at all
I have been contacted by competitors of yours – saying what I am raising is a fundamental and well known flaw in your system – and that I should switch
Wow – you guys are coming across as unprofessional – truly are- and since this is in the public domain – others will read this
For a security company – you seem to take little effort to secure support requests – allowing your clients to be exposed –
***************************************************
Your system blocks legitimate inbound traffic because you are so zealous on the IP addresses – which many many legit users will be caught on –
As I said we have over 100 sites – and your lack of understanding here – understanding that businesses need to function – that is a balance – between security and usability –
Are you going to improve this? Or are you going to continue rationalising a fundamental failure in your system?
Otherwise – why should I stay with you?
*************************
BTW – your offer to reduce the aggressiveness – you should put at the beginning of the communications –
See what it resulted in – my ignoring that – and focus on your ratonialisation –
Hello,
We apologize if our responses were not sufficiently informative. We assure you that assisting our clients is our top priority. This Support Forum is for plugins only. If you need assistance with our services, you can always use our private Ticket System:
https://cleantalk.org/my/support/open
Our service uses many parameters to filter spam. The IP address is the most fundamental identification parameter in a network. It’s very important to use it. We use a complicated logic for IP blocklists. Occasionally, spammers and ordinary visitors use a publicly accessible VPN address simultaneously. These cases are not massive. However, our filters are highly flexible and can be adjusted to meet your needs. I’ve tweaked IP filters for this service. Do you want us to weaken IP filtering for the whole CleanTalk account? You can also use your personal lists to create your own filtration rules (this will work for future requests). We are always open to any feedback and can tune filters individually. You can use this guide to mark incorrectly blocked requests and then contact us:
https://cleantalk.org/help/feedback-spam
Hello.
We haven’t heard back from you in a few days, so I’m going to mark this topic as “resolved”. If you have any further questions, you can start a new topic or contact us via our private Ticket System: https://cleantalk.org/my/support/open.
