Documentation
Understand what happened
When someone reports trouble signing in or checking out, Activity gives you a reason to investigate. Start with the time and form they used, then review the decision.
In WordPress: Settings → Gate House → Activity
Find the relevant event
Use Previous and Next to review the table. Match the reported time and form, then read What happened. A missing challenge, an exceeded attempt limit and an account-abuse match need different responses.
Open the decision details
Expand Decision details for the reference, rule and recorded signals. Observed means a check recorded information without blocking on that result. An account-abuse pattern observed in Observe mode did not itself reject the attempt. A completed step records a supported flow outcome; it is not proof that a payment was legitimate.
Flag a possible mistake
If the attempt appears legitimate, choose Mark suspected false positive. This records your review; it does not automatically unblock the visitor, change a rule or teach Gate House a new exception. Reproduce the issue on staging before adjusting protection settings.
Gather a report if you need help
Open Diagnostics → Download diagnostic report. Send the report, event reference and reproduction steps through support. Review the file before sharing it, and redact anything identifying your site that you don’t want to disclose. Never send passwords, provider secrets or customer payment details.
What does a scoped exception do?
An authorized administrator can create a short local-rate exception after reviewing the action and server-recognized session or customer. It relaxes only local attempt limits. It does not bypass provider verification, account-abuse blocking or quarantine.