StackProtect is the automatic bot and attack filter in front of every FimuroHost Cloud Hosting website. It usually runs in the background without you noticing. Now and then, though, a genuine customer or a service you rely on gets challenged. This guide is for site owners who want to understand what happened and ask for it to be reviewed.
How StackProtect decides
- Requests that look normal go straight through to your site.
- Requests that look suspicious get a CAPTCHA challenge first.
- A visitor who passes the challenge has their IP address allow-listed for 48 hours across all sites on the platform, so they aren't asked again during that time.
Every visitor who passes the check reaches your site normally. Automated traffic that can't solve a CAPTCHA is kept away from your site and its database.
Signs of a false positive
- A customer tells you they keep getting a "verify you're not a robot" page on your site.
- An uptime monitor reports your site as down while it loads fine in your browser.
- An API client, app, webhook or payment callback that calls your site starts failing, and its logs show an HTML challenge page instead of your normal response.
Before you contact us
- Ask the affected visitor to try a private/incognito window with JavaScript and cookies enabled, and without a VPN.
- Get their public IP address. They can find it by searching "what is my IP" in any search engine, or on a site such as https://ifconfig.me.
- Write down the exact date and time (with time zone) when the challenge appeared, and the page URL.
Ask for a review
Open a support ticket and include:
- the date and time of the incident;
- the IP address that was challenged;
- the website and URL involved;
- why you think the challenge was wrong. For example: "this is our office IP", or "this is our payment provider's callback server".
Our team will check the logs. In some cases we can turn StackProtect off for a specific site. We don't recommend it, because StackProtect is an important part of what protects your website from attacks, so we will normally look for a narrower fix first.
Tips
- A good web application firewall or security plugin on your own site works alongside StackProtect. It doesn't replace it.
- If you run heavy automated tasks against your own site, such as crawlers, bulk imports or load tests, tell us first so they aren't mistaken for an attack.
Need help?
If something doesn't work as described, open a support ticket from your FimuroHost client area or message us on WhatsApp at 01818160926. Please include your domain name so we can check your account quickly.
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Written by
FimuroHost Team
Technical Writer