A robot check of hCaptcha is performed on a proven account

About hCaptcha

We use zendesk support services.
This time, the end user complained that hCaptcha was displayed and it was a problem.
The user was a proven user who had contacted our support site in the past.
I would like to know why the robot check by hCaptcha will be performed this time.
In addition, we have confirmed that there is no problem with the user’s IP address in the “IP Address Inspector”.

RayID:6a18614bd8931f0f

Events like this usually show up in the firewall log. Since you have the Ray-ID, it should be easy for the site owner to track it down.

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Thank you.
I also contacted zendesk, so I’ll wait for an answer.

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