BoldDesk uses automated security controls to protect the platform from unusual or high‑frequency access patterns. When the system detects activity that appears automated or abnormal, access may be temporarily restricted, and a CAPTCHA challenge is displayed during sign‑in or page access.

This article explains why this restriction occurs in BoldDesk and how to resolve it safely.

Use Cases

Use this guide when you:

1. See a CAPTCHA prompt while signing in to BoldDesk
2. Experience temporary access restrictions in the Agent Portal
3. Encounter repeated access challenges despite valid credentials
4. Need to restore normal access after a security block

Why Automated Query Restrictions Occur

BoldDesk may apply a temporary restriction when it detects:

• High‑frequency requests from the same network
• Repeated login attempts within a short time window
• Network patterns that resemble automated access
• Shared or heavily proxied network environments

These checks help protect account data and ensure platform stability.

Steps to Resolve the Restriction

Follow the steps below and retry accessing BoldDesk.

1: Verify Network Stability

Ensure that your network connection is stable and not intermittently reconnecting. Network instability can trigger repeated requests that appear automated.

2: Retry from a Different Network (If Available)

If the issue persists, try accessing BoldDesk from a different network environment. This helps determine whether the restriction is network‑specific.

3: Clear Browser Cache and Cookies

• Stored session data can occasionally cause repeated validation requests.
  Recommended action:

  • Clear browser cache and cookies
  • Restart the browser
  • Sign in to BoldDesk again

4: Disable Network Intermediaries

If your network setup routes traffic through intermediaries, temporarily disable them and retry accessing BoldDesk. Such configurations can cause multiple users to appear as a single source.

5: Ensure Browser Is Up to Date

Outdated browsers may fail certain validation steps correctly. Update your browser to the latest supported version and try again.

Frequently Asked Questions

1. Why am I seeing a CAPTCHA when signing in?
   BoldDesk detected unusual access behaviour and temporarily restricted access for security reasons.

2. Can an admin disable CAPTCHA enforcement?
   No. CAPTCHA enforcement is managed automatically by BoldDesk and cannot be disabled from Admin settings.

3. Can this happen to multiple agents at once?
   Yes. Agents accessing BoldDesk from the same network may encounter the restriction simultaneously.

4. What should I do if the issue keeps recurring?
   Review network behaviour and retry after some time. If the issue persists, wait for the automatic restriction window to expire before trying again.