--- title: What a Captcha is, and Why Matador Asks for One description: Captcha troubleshooting --- [Skip to content](https://help.matador.ai/how-to-troubleshoot-captcha-issue#main-content) [Submit a Ticket](https://help.matador.ai/kb-tickets/new?hsLang=en) [![Frame 2147235144](https://help.matador.ai/hs-fs/hubfs/Frame%202147235144.png?width=200&height=46&name=Frame%202147235144.png)](https://app.matador.ai?hsLang=en) Open main navigation Close main navigation - [Submit a Ticket](https://help.matador.ai/kb-tickets/new) - [Go to Matador.ai](https://matador.ai/) [Go to Matador.ai](https://matador.ai/?hsLang=en) Hey! How can we help? - There are no suggestions because the search field is empty. 1. [Help Center](https://help.matador.ai/?hsLang=en) 2. [Compliance](https://help.matador.ai/compliance?hsLang=en) # What a Captcha is, and Why Matador Asks for One #### WHAT IT IS A CAPTCHA is the quick security check that confirms there is a real person signing in rather than an automated script. You have met them before as "click the box to prove you are not a robot" or a grid of blurry photos. Matador's version is lighter than most and usually clears on its own without asking you to click anything. It is there to protect your store's account. Without it, anyone could point software at the sign-in page and try thousands of passwords until one worked. #### WHERE YOU WILL SEE IT On the Matador sign-in screen, whether you are signing in through your browser, the mobile app or the Matador browser extension. #### WHY IT SOMETIMES WILL NOT LOAD The check is not part of Matador itself. It is a small piece loaded from an outside security service, and it needs a clear path to that service to work. So when it sticks on "verifying", spins forever, or never appears at all, the cause is almost always something in between your device and that service rather than a problem with your Matador account. The usual culprits are an ad blocker or privacy extension, a VPN, a dealership network with tight restrictions, an out-of-date browser, or a device whose clock is wrong. That last one surprises people. If your computer's date and time are off, the security check cannot confirm itself and quietly fails. It is worth checking early, since it takes seconds and fixes a surprising number of cases. Your password is not the problem here, and neither is your account. *Work through the steps below in order and stop when the sign-in screen behaves.* ### 1. Verify browser compatibility. - This third party supports all major browsers, except Internet Explorer. - Ensure your browser is up to date. ### 2. Disable browser extensions. - Some browser extensions, such as ad blockers, may block the scripts captcha needs to operate. - Temporarily disable all extensions and reload the page. ### 3. Try Incognito or Private mode. - Use your browser’s incognito or private mode to rule out issues caused by extensions or cached data. ### 4. Test another browser or device. - Switch to a different browser or device to see if the issue is specific to your current setup. ### 5. Avoid VPNs or proxies. - Some virtual private networks (VPN) or proxies may interfere. Disable them temporarily to test. ### 6. Switch to a different network. - Your current network may have restrictions causing captcha to fail. Try switching to another network, such as a mobile hotspot. ### 7. Make sure device date and time are correct. - It is common for Captcha not to load in case date and time are not correct. - [The Basics](https://help.matador.ai/the-basics?hsLang=en) - [Using Matador](https://help.matador.ai/using-matador?hsLang=en) - [Compliance](https://help.matador.ai/compliance?hsLang=en) - [Broadcast](https://help.matador.ai/broadcast?hsLang=en#main-content) - [Holiday Broadcasts](https://help.matador.ai/broadcast?hsLang=en#holiday-broadcasts) - [Customer Nurture](https://help.matador.ai/customer-nurture?hsLang=en) - [Integrations](https://help.matador.ai/integrations?hsLang=en) - [FAQ](https://help.matador.ai/faq?hsLang=en) - [Matador Updates](https://help.matador.ai/matador-updates?hsLang=en) [![Frame 2147235144-1](https://help.matador.ai/hs-fs/hubfs/Frame%202147235144-1.png?width=200&height=46&name=Frame%202147235144-1.png "Frame 2147235144-1")](https://matador.ai?hsLang=en) support@matador.ai Copyright © 2025, Matador.ai