Hi,
how the spam protects with the visforms plugin spambotcheck works is describes in this documentation article:
www.vi-solutions.de/en/documentations/vi...t-forms-against-spam
Please read that short passage first.
The plugin settings are made in the form configuration, individually for each form (tab "Spam protection"). You can see there, which online spambot databases are used in your case and wether the IP, the email adress or both is checked by default.
Sadly any means to detect spammers, sometimes fails (does not detect a true spammer or flags an ip or email address as spammer although it is not).
If your user is flagged regularly as spammer this means that either their email address or their ip is listed in one of the online spambot databases used by the Visforms plugin. This might effect the user at other points as well, so it would be in their best interest to get their email/IP removed from the database.
The Visforms Plugins allows you to whitelist email addresses and IP's. As an immediate solution, you could whitelist the email address and the ip address of the user. (FORM Configuration, tab spam protection.)
Regards,
Aicha