Mon compte a été suspendu sans aucune raison valable.

Bonjour

J'ai terminé la mise en place de ma première application hier avec votre plateforme. Ce matin, j'essaie de me connecter pour ajouter des collaborateurs et je me rends compte que mon compte a été suspendu.

La raison ? Aucune idée.

Cela pourrait constituer une expérience désagréable pour moi en tant que client de votre plateforme.

J'espère vivement retrouver l'accès à mon compte dans de brefs délais.

Merci

Hi Koudousse,

Thanks for reaching out to Jotform Support. Unfortunately, our French Support agents are busy helping other Jotform users at the moment. I'll try to help you in English using Google Translate, but you can reply in whichever language you feel comfortable using. Or, if you'd rather have support in French, let us know and we can have them do that. But, keep in mind that you'd have to wait until they're available again.

Now, coming back to your question, I checked your account and it seems to have been reviewed and the relevant team have found probable cause for the suspension. If you believe that your account was suspended in error, we’ll need you to do the following:

• Send us the URL where your form is used.
• Send us a link to your website or proof of affiliation with a legitimate institution.
• Change your registered email to a corporate one to avoid getting flagged again by our phishing detector.

Send these things above to reviewers@jotform.com with Thread #14475771 as the subject, and we’ll let you know about the status of your account after we’ve done a thorough review of them.

I have sent the links as requested.

I very much hope to regain access to my application because it's a review project I've been working on for months.

And finding my account suspended just as I'm finishing the whole thing doesn't help my situation at all.

Hope you understand.

Hi Koudousse,

Thanks for getting back to us. I understand how frustrating this is for you, and I’ll do my best to help you. Unfortunately, Online Form Builders, including Jotform, are sometimes used for identity theft and we go to great lengths to prevent this. Our phishing detector will automatically flag forms like this and suspend the account or our staff can do it manually. You will be able to access the forms and the submission data once our team reviews the details you have shared and reactivates your account.

Let us know if there’s anything else we can help you with. 

Okay, but how long would the check take?

I need to show my collaborators the final touches of the application to get their feedback.

Hi Koudousse,

We can't give you an ETA about how long this would take. But rest assured that our team is working actively to resolve this as soon as possible. As soon as we get an update from them, we'll inform you immediately.

We appreciate your patience and understanding.

But it's pretty crazy what you're telling me.

I'm banned because I'm "supposed to have created a form for phishing."

Which was done immediately.

And now that I'm claiming it wasn't, you're telling me you don't know how long it can take?

It's easy to suspend an account but hard to check whether it's been verified or not, is that what you're saying?

And in the meantime, I'm left hanging with my colleagues?

You let me finish creating the application and now that I'm trying to do a test with a colleague, my account suddenly gets suspended?

Does that make sense to you? Because clearly it doesn't for me.

Hi Koudousse,

Thanks for getting back to us. The violation noted on your account is Copyright Logo, but we're currently unable to view the logo due to the account suspension. I've gone ahead and followed up with the relevant team. I'll get back to you through this ticket as soon as an update is available.

Let us know if you have any other questions.

Hi Koudousse,

Thanks for patiently waiting. I just heard back from the relevant team. They've replied to you via email, and have reactivated your account effective immediately. You should now be able to log back in.

Let us know if you have any other questions.