Hi there,
I moved house recently and accidentally put in the wrong phone number when I was signing up for internet service.
What followed was three hours of pure frustration trying to prove I was actually me.
The verification code kept going to someone else's phone. The chatbot kept asking me to "enter the code we just sent." I kept explaining I COULDN'T GET THE CODE BECAUSE I'D TYPED THE WRONG NUMBER.
The bot cheerfully responded: "I understand! Please enter the verification code to continue."
I wanted to throw my laptop out the window.
Finally got transferred to a human after going around in circles for what felt like eternity, and even they had to escalate it twice before someone could manually override the system.
Meanwhile, criminals are running thousands of stolen credit cards through donation forms and checkout pages every single day, and half the time nobody even notices.
The infuriating part is that while I (the actual human) was locked out for hours due to a genuine mistake, criminals can bypass security checks in seconds with automated bots.
If you sell low-value items online with no minimum order requirement, or donation forms that allow the user to enter their own payment amount, your payment forms may be vulnerable to a particularly sneaky technique used by cybercriminals called "card testing fraud".
These attackers aren't trying to steal money from you, but they could seriously damage your email sender reputation as a side effect of their activities.
The good news is, this is preventable. Just setting a $5 or $10 minimum on payment and donation forms stops most card testing.
Here's what to check on your forms before the bots find you →
Still annoyed at that chatbot,
Rachel
Product Educator, WP Mail SMTP
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