Troubleshooting

“Test the connection” fails

• Check the key. Paste it again under Cayve → Settings → API key. Keys start with cv_live_ or cv_test_, and a revoked key stops working within a minute.
• Check the site can reach the internet. Some hosts block outgoing requests. Ask your host to allow connections to api.cayve.co on port 443.
• Security plugins. A firewall plugin that blocks outgoing requests can stop the plugin talking to Cayve. Allow api.cayve.co.

A real message was held or blocked

1. Release it: Cayve → Messages → Release and send (or Approve for a comment). The original email goes out.
2. Releasing tells Cayve the sender is welcome on your site, so their next message gets through.
3. If it keeps happening for one kind of message, change that category’s action, or raise the hold score, in the site’s rules.

Spam got through

Open the decision in the dashboard and press It’s spam, or Spam in WordPress. That sender and that message are blocked on your site from then on. If a lot of similar spam is getting through, lower the hold score in the site’s rules.

Released email didn’t arrive

Cayve sends the same email your form would have sent, through WordPress. If it doesn’t arrive, check that your site can send email at all, for example with an SMTP plugin’s test. If sending fails, the message stays held so you can try again.

Every visitor’s address is the same

If decisions show your host’s or CDN’s address for everyone, switch on Behind a proxy or CDN under Cayve → Settings. If you’re not behind a proxy, switch it off.

My form plugin isn’t protected

Check Cayve → Protection: its switch should be on, and it only appears when the form plugin is active. See the supported plugins. For a custom form, use cayve_check().

Nothing shows in the dashboard

Make sure the site is using a live key (test checks show as tests) and that the plugin’s Overview says Connected. Then send a test message through one of your forms.

Still stuck?

Email hello@cayve.co with your site’s address and what you see. Screenshots help.