Troubleshooting: Real Customers Are Being Blocked

If real customers are being blocked, reduce enforcement first, then investigate the exact rule that caused the block.

Immediate Recovery

1. Ask the customer for the email, phone, order ID, and approximate checkout time.
2. Search the Dashboard for their email, phone, IP, domain, address, or device.
3. If they are blocked by mistake, remove the incorrect entry or move it back to suspects.
4. If Premium Anti-bots is set to Strict, switch it back to Balanced.
5. If a new automation rule was recently changed to Add to blocklist, switch it to Email alert or Add to suspects.
6. Ask the customer to retry checkout in a fresh browser session.

Find The Cause

• Check Activity logs for the customer email, IP, device, or time.
• Check the order notes if an order was created.
• Review recent changes under Settings > General, Automation, Scoring, Anti-bots, and Payments.
• Look for broad rules, such as a blocked domain used by many legitimate customers.
• Look for country, VPN, proxy, billing vs shipping, or high-risk country rules that may be too strict for your customer base.

Safer Settings While Investigating

• Use Email alert instead of Add to blocklist.
• Use Add to suspects instead of direct blocking.
• Use Treat as score for uncertain Premium rules.
• Use Anti-bots Balanced instead of Strict.
• Avoid blocking full email domains unless they are clearly abusive.

If the false positive is caused by a blocked billing or shipping address, review Block Billing and Shipping Addresses.

Expected Result

The customer should be unblocked quickly, and the rule should be changed so the same false positive does not continue.