I can't log into my account

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    Asked on January 03, 2019 at 11:13 AM


    I can't seem to log into my account. I did the forgot your password option and still was unable to log in. The error states "Login failed - suspended". Can you help?

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    Answered on January 03, 2019 at 12:02 PM

    Upon review of your accountit was found suspended due to form: http://www.jotform.us/form/73377703976167 requesting driver's license information and upload.



    Online Form Builders, including Jotform, are sometimes being used for identity theft and we go to great lengths to prevent this. That is why collecting these types of data is considered as phishing activity, as stated in our Terms of Use.

    You may collect  ID numbers if your purpose is not to collect these data from the general public, but from your own customers, you just need to comply with two things.

    1. Add the Terms & Conditions Widget (or the Short Scrollable Terms Widget) for your users to read and agree. 

    2. Add a Signature Widget so your users can sign and agree to provide such sensitive information.(I noticed you have added this widget to your form)

    However, we do not allow uploads of any sensitive personal information like passports, visas,social security card, driver's license, credit/debit cards, bank statements, voided cheques, birth certificates, marriage certificates, death certificated and photo IDs.

    Upload buttons are not designed to protect sensitive information, so we suggest to refrain from using them with this type of data. In case of a security breach they are not going to secure the information at the servers.

    The upload button from your form has been deleted and your account has been reactivated, you can add the missing widget in order to avoid autosuspension.

    Thank you.

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    Answered on January 03, 2019 at 03:03 PM

    So I just upgraded the account to the Silver plan which allows us to utilize the HIPAA compliant servers your company provides. I noticed that the plan will allow us to obtain uploaded files and signatures securely. Will we be able to add the upload button to obtain the sensitive personal information then or does this still not count? If not, is there a recommended service on how we could obtain this information for our records? Thank you in advance.

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    Answered on January 03, 2019 at 03:55 PM

    Although we do not recommend the use of upload buttons to collect this type of information if you enable your forms with HIPAA that will add an extra layer of security to your forms.

    If you need further assistance, feel free to contact us.

    Thank you.