How reCAPTCHA works in Atlassian Cloud including Jira, JSM, and Confluence

Platform Notice: Cloud - This article applies to Atlassian products on the cloud platform.

Summary

reCAPTCHA is a security feature used to distinguish human users and automated bots accessing a website or online service. 

Sometimes, verifying reCAPTCHA fails with an error message like "We are having trouble verifying reCAPTCHA for this request. Please try again."

Resolve reCAPTCHA verification failures

If you see repeated reCAPTCHA errors similar to the above, we recommend you:

  • Try a different browser
  • Try incognito mode or private browsing
  • Try a different device such as a separate computer
  • If using a VPN, disable it
  • Where available, use a different connection like mobile data or 5G instead of Wi-Fi

Examples of reCAPTCHA appearing in Atlassian products

reCAPTCHA verification is required in Atlassian products such as Jira and Confluence, after:

  • multiple failed login attempts

  • the system suspects suspicious activity

  • being invited to a site

During product authentication

Users may be prompted to complete reCAPTCHA verification on https://id.atlassian.com when logging in or during the user sign-up flow.

Users may successfully complete the verification checks but continue to see an error related to reCAPTCHA validation. This is often due to a secondary check that takes into account various elements such as browser data or network connection data. 

screenshot of reCAPTCHA verification failure during product login.

Atlassian Admin Hub

Within https://admin.atlassian.com certain actions like user invites trigger a reCAPTCHA validation in the background. Users will not be prompted to complete a verification when inviting others, but in cases where reCAPTCHA validation returns a low score users will see the error: "Something went wrong."

Analyzing the network traffic will show the following error:

{
    "key": "automationNotAllowed",
    "context": {
        "message": "Automation is not allowed."
    }
}

Jira Service Management (JSM) customer portal

The JSM customer portal also utilizes reCAPTCHA to protect sites from spam or malicious issue creation. When users fail the verification process or have a low reCAPTCHA score on the backend validation, tickets cannot be submitted with the following error:"We couldn't verify that you're not a robot. Try sending the request again."

If issues continue to persist, Atlassian Support can assist. In some cases, reCAPTCHA can be disabled within the Admin Hub and the Jira Service Management customer portal.

This feature cannot be disabled for authentication and sign-ups via https://id.atlassian.com


Related feature requests and bug reports

We have multiple feature requests and bugs identified to improve Captcha management :

We encourage you to upvote and add yourself as a watcher to the suggestion ticket, so you may be notified on any updates. For more details on how we address these, please refer to our implementation of new feature policy.


Last modified on Feb 19, 2025

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