Support » Plugin: Cerber Security, Antispam & Malware Scan » WP Cerber Blocking Customers from Ordering

  • I’m having issues with WP Cerber blocking my customers from being able to place orders. I’ve had customers contact me to say that when they hit the “add to cart” it just spins and doesn’t get past that point. I have found that if I deactivate WP Cerber they are able to proceed. I haven’t purchase WP Cerber yet, because quite frankly if it’s going to block customers who are active on the site I can’t buy it. I hope someone can help me figure out how to scale it back so that customers are not getting hindered in placing orders.

    Here is what I’m seeing from the last instance where a customer got stuck:

    February 27, 2019, 10:12 pm https://www.cbdforpurehealth.com/?wc-ajax=add_to_cart
    POST HTTP 403 Forbidden 776 ms
    Spam form submission denied Bot detected

    104.186.236.230
    104-186-236-230.lightspeed.gnbonc.sbcglobal.net Unknown
    Referrer

    https://www.cbdforpurehealth.com/product-category/tinctures/
    User agent

    Mozilla/5.0 (iPhone; CPU iPhone OS 12_1_4 like Mac OS X) AppleWebKit/605.1.15 (KHTML, like Gecko) Mobile/16D57 [FBAN/MessengerForiOS;FBAV/192.0.0.46.101;FBBV/131204877;FBDV/iPhone9,1;FBMD/iPhone;FBSN/iOS;FBSV/12.1.4;FBSS/2;FBCR/Verizon;FBID/phone;FBLC/en_US;FBOP/5]

    The page I need help with: [log in to see the link]

Viewing 8 replies - 1 through 8 (of 8 total)
  • Plugin Author Gioni

    (@gioni)

    What theme do you use?

    I’m using Boutique by WooCommerce.

    So, can you help me? Or do I have to just scrap WP Cerber and find something else. I really like WP Cerber, but when I have to go disable the plugin to allow a customer to place an order it’s quite frustrating. I have narrowed it down to this specific plugin as causing the problem and I can see it is blocking my customers. They are in different locations. One customer was in Massachusettes, another in North Carolina, another in South Carolina, and one was somewhere else, Maine I think. Also, the customers who got stumped by the plugin were on a variety of devices. One day it was ME on my computer but at a remote location. Another time it was my business partner who’s IP, I have already whitelisted. And another time it was a customer on a home computer. And once it was a customer ordering on their iphone using their mobile carrier for internet. What’s happening is that when WP Cerber decides to block someone and they hit the “add to cart” button, it just circles and never adds. So they don’t even know they are getting blocked. They aren’t getting an error message. I can see that they are getting blocked when I look at the logs.

    Plugin Author Gioni

    (@gioni)

    Does the plugin block only some of your visitors?

    Yes. And it’s sporadic. One customer may order just fine one day and then get blocked on another.

    But not every visitor gets blocked.

    Plugin Author Gioni

    (@gioni)

    That’s weird. Is it possible that they use(d) a kind of VPN service? Can you identify those blocked requests by IP address in the Activity log? You can use the search field on the Activity tab. I need to know the reasons why they were blocked.

    I have identified some of them by IP address and ran a search to see where the IP is. The first time it happened the user was on their cellular service. I don’t remember now, but it was a verizon IP or something like that so it couldn’t have been behind a VPN. The last time it happened, the user, I know does not have a VPN because I do all of her tech support as well. One time it happened to me, and I may have had my VPN on that day.

Viewing 8 replies - 1 through 8 (of 8 total)
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