- guest_23177148410045Asked on November 13, 2012 at 05:30 PM
I have been using your form-building site for less than a week, and this the second time my account (username: kokopelliama) has been suspended. In adition, my employer's IP address, 126.96.36.199, has been blocked, and I can't even access the JotForm site from work. I can access JotForm's site from home, but the account is suspended.
What can I do to have our account reopened and our IP address whitelisted? We are using Jotform to create an interactive demo that will showcase our prospective registration form process. This form will only be tested internally. It is not being sent to anyone outside of our organization, and we definitely are not phishing. We are a subcontractor for the government, and our website provides information and products to the scientific community. We are examining all our processes, and Jotform is an easy tool for us to use to create an interactive demo.
If you have any questions, please send email to the email address listed on the account.
Thanks in advance.
- JotForm SupportDeygusAnswered on November 13, 2012 at 06:28 PM
On behalf of JotForm I deeply apologize for this inconvenience. I have checked your account but everything seems to be fine with it.
Have you accessed your account from anywhere else? And also when you say that you've accessed it before from work did you just do this recently or have you been doing this?
It is possible that our system recognized this as a hacking attempt and blocked the ip to protect your account. It is also additionally possible that your account was never fully restored so you only had partial access from home or whever you normally access it. This could also happen because you've changed hardware such as a new computer, modem, or router, etc, and that can change your ip and cause you to become blocked, I know this because this has happened to me as well.
Either way, we do again apologize for this. I've gone ahead whitelisted your IP. I would also like to request the rest of the IP's you normally access your account from so that we can whitelist them too to prevent this from happening.
And just to check as a double-precautionary, could you please go to www.whatismyip.com and tell me the IP Numbers it has given you that way we can check this and add it if needed incase your IP has changed somehow.
- guest_23177148410045Answered on November 13, 2012 at 06:41 PM
Hi there Deygus. Thank you very much for confirming that my account has been restored.When I was blocked from work today, I filled out a form explaining the problem. So, between that contact and yourself, someone resolved the matter.
The only two places that I access the account are work and home. I have been accessing the account from both places every business day since I opened my account one week ago. I work at home sometimes; hence the need to be able to access my forms. I also do testing that I don't finish in the office from home. So, that's what I have been doing.
According to www.whatismyip.com, my home IP is 188.8.131.52. If you could whitelist that IP as well, I would appreciate it very much.
Thanks again. Hopefully, we are good to go this time. I would hate for the account to be suspended again during a presentation to my superiors.
- JotForm SupportDeygusAnswered on November 13, 2012 at 07:02 PM
Hi and it's no trouble at all, I'm just doing what I can on your behalf to ensure that the problem is rectified as quickly and effectively as possible. I've gone ahead and whitelisted the other IP you gave me just now.
Please try logging in now if you haven't already to see if you are able to do so now and if the problem continues just let us know.
- kokopelliamaAnswered on November 13, 2012 at 08:04 PM
Yes, I can log in fine from home. I'll try work agian in the morning. If I have any problems, I'll let you know.
- JotForm SupportWelvinAnswered on November 13, 2012 at 08:23 PM
Great to hear that all are working now. In behalf of my colleague, you are welcome.
- guest_23183733972055Answered on November 14, 2012 at 07:58 AM
Bad news. My account has been suspended again. I can now access the Jotform website from work, but the account is suspended.
Once again, I am on deadline to get a new draft of my forms done. Please reactivate my account.
- JotForm SupportWelvinAnswered on November 14, 2012 at 08:06 AM
A certain password field with label "Password" on your form will always keep you Auto Suspended and there is no permanent solution to fixed this, we are sorry to say you this. We know that the mention form is not use for phishing but it is just our system phishing filter is very strict with regards to this kind of word and form function.
I would suggest you to please modify the said form NOT to mention "Password".
I have now reactivated your account.
- guest_23183733972055Answered on November 14, 2012 at 08:45 AM
Thanks for reactivating my account. I will change Password to something else. Do abbreviations such as "PSWD" cause auto suspension? If so, I'll just call it PCODE.
- JotForm SupportWelvinAnswered on November 14, 2012 at 08:56 AM
Yes, please try the word "CODES". But I am not quite about this certain solution because we do have our human form reviewers and they are not aware of the use of your form, but I will try to consult our manager about this.
I, as support personnel will consider your form (not even sure or I may break the management rule about this), but this will not take long. Please be inform that we really do not support login forms, registrations forms or any type of form that uses our password field without conditional logic on it.
- guest_23183733972055Answered on November 14, 2012 at 09:00 AM
Thank you for all your help and advice. I changed any password field labels to PCODE. I will also check into the conditional logic. Since this is just a demo, to avoid confusion, I can always change the PCODE fields to just a text box instead of a password box.
- JotForm SupportWelvinAnswered on November 14, 2012 at 09:06 AM
I would also like you to add some words to a form that explain something like that it is;
"Just a demo form to your site www.yoursite.com, please do not enter your original login credentials"
Good luck with the demo presentation and hopefully, no inconveniences will happen. Please let us know for issues.
- kokopelliamaAnswered on November 14, 2012 at 09:38 AM
Good idea, but we are not even using this on our site. We have been running the demo and all testing from JotForm.