My account was suspended. How can I fix this?

  • Profile Image
    Gabrielle Bowman 
    Asked on July 25, 2017 at 09:26 AM

    My account is suspended. I can only guess as to why. I used one of your available "Upload to Dropbox" templates. I did customize it to add security and prevent spam: my Dropbox is accessible on my desktop. If what I added is not allowed. I will change it, if I can login. At this point I cannot. Please help.

  • Profile Image
    BJoanna
    Answered on July 25, 2017 at 01:05 PM

    The form that you created in the account gbowman is currently working and the account is active. However I noticed that you have a password field. It is against our Terms of Use to collect login credentials, such as a password. 

    Phishing. You agree that Company may terminate your JotForm Service immediately if a form's purpose is found to be deceptively obtaining: sensitive credit card information, social security numbers, user login credentials, or other sensitive personal information. All these activities are considered as Phishing and any account along with the violating forms will be suspended immediately.

    I have deleted the password field from the form, to prevent that your account is suspended again my our phishing system. 

     

    If you have some other account that is suspended, please provide us an account username.

  • Profile Image
    gbowman
    Answered on July 26, 2017 at 11:05 AM

     

    The "password" field you deleted did not ask for the user to create a password. It allows a user to use the form with a code I provide to them to confirm my authorization of their use. (It said so on the form: "please use password provided to you."). Essentially, I only want files to be uploaded from my approved clients.

    I set this up as an additional security measure to prevent malicious use of this form. This is completely different from phishing as none of their confidential information is requested or obtained in any way.

    It seems that the field name "password" is where the problem lies. Is there ANY field name that will allow this additional security measure?

  • Profile Image
    BJoanna
    Answered on July 26, 2017 at 12:19 PM

    The label of mentioned field was "Password" and our phishing system detected "Password" word and flagged your form as the phishing form.

    Instead of the "Password", you can use any other text like "Code", "Key", "Authorization".

  • Profile Image
    gbowman
    Answered on July 26, 2017 at 02:47 PM

    Thank you for your quick response. By the time of your initial response my account had been reactivated, but I had not yet received a response to confirm what change I needed to make. I did not realize that the label, even with the explanation, would be tagged as phishing.

    While waiting for a response, I continued to search "Suspended" on the forum. I read that a number of users had accounts repeated suspended. So, yes, I had an idea of what the issue might be, but I also read the following response from JotForm Support: 

    https://www.jotform.com/answers/1054988-If-I-add-a-field-in-form-with-Code-as-label-will-my-account-get-suspended

    JotForm Support states here that the words "code" and "key" will also be flagged by your system as phishing. Will "auth #", "number", or "permission" be flagged as phishing? Will the "#" sign cause issues if included with any label?

  • Profile Image
    BJoanna
    Answered on July 26, 2017 at 03:11 PM

    The words "Password" and "Pass" will trigger the phishing system. However, the words "Code", "Key", "Authorization", "Access", "Number" and "Permission" will not trigger the phishing system.

    I have tested this with a demo form that I created. I have used mentioned words as field labels and my form is not flagged as a phishing form. 

    Your form is whitelisted and your account will not be suspended again because of the mentioned form.