I cannot access our account

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    Jessica 
    Asked on September 20, 2019 at 03:09 PM

    I have been attempting to access our company account as we have referrals there from other dental offices and it would seem we have multiple accounts. I really need someone to help me get into the correct account so I can access these referrals.

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    Kiran
    Answered on September 20, 2019 at 04:17 PM

    I have checked your account PNWPERIO and it is active, good in standing. If you have forgotten your account password, you may request for a password reset from the login screen so that the password reset link will be sent to the account registered email address. 

    1531456980forgotpassword.png

    Thanks!

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    Jessica 
    Answered on September 23, 2019 at 01:39 AM
    I have already reset the password. My form and my submissions are not there.
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    Kiran
    Answered on September 23, 2019 at 02:46 AM

    We notice that there are no forms in your account. As we check the account history, there are no forms deleted from your account. Could you provide us with the form ID/URL or the web page URL if the form embedded on any of your web pages or the email address that you receive the email notifications so that we can check further?

    We will wait for your response. Thank you! 

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    Jessica 
    Answered on September 23, 2019 at 12:39 PM
    This is precisely what I am trying to tell you. Please read my initial email. WE HAVE MORE THAN ONE ACCOUNT. I am not able to get in to see the form we have on file and we have emails from other doctors in there referring their patients to us. This mistake is losing us business and it is very frustrating.
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    Kiran
    Answered on September 23, 2019 at 01:57 PM

    I see that there are 3 accounts (PacificNorthwestPeriodontics, PNWPERIO, jspliethof) registered using the same email domain  @pnwperio.com. However, I see that there are no forms in either of the accounts. As I check the other email history log of office@pnwperio.com, I found a form that is associated with the account progressivedentalmar which is holding Gold subscription plan and HIPAA enabled. This account is registered using a different email address app******nts@lan********ing.com.

    If you are referring to this account, you may try logging into this account using the account username or the registered email address. Please check and let us know if you need any further assistance.

    Thanks!

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    Jessica 
    Answered on September 27, 2019 at 11:29 AM
    I do not know what that email is, we are very frustrated as we are not able to access other office referrals in our account. Can you please help me
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    Jessica 
    Answered on September 27, 2019 at 11:29 AM
    https://form.jotform.us/71243546433150
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    Kiran
    Answered on September 27, 2019 at 11:37 AM

    The form provided is associated with the same account progressivedentalmar which is also HIPAA enabled. You may try logging into the account in order to manage the forms and view the submissions. Please note that the account shall be locked out when it has 3 incorrect login attempts due to HIPAA compliance. If you have forgotten your account password, you may request for a password reset from the login screen so that the password reset link will be sent to the account registered email address. 

    1531456980forgotpassword.png

    Thanks!

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    Jessica 
    Answered on September 27, 2019 at 11:59 AM
    What is the email for this as it is incorrect. We are not receiving anything
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    Vanessa_T
    Answered on September 27, 2019 at 12:49 PM

    The email address for that account is appo***ts@lana***eting.com. When requesting for a reset password link, please check thru that email including its Spam folder.

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    Jessica 
    Answered on September 27, 2019 at 12:59 PM
    A previous employee changed that email and no one in our office has access to it. Can we please change this email
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    Vanessa_T
    Answered on September 27, 2019 at 01:10 PM

    Unfortunately, the account is active and is a paid subscription which we cannot change ownership directly. If you can provide proof that the account is yours, like the last 4 digits used to pay for the subscription, we can grant you access to it.

    However, if not, what we could suggest is for you to contact your previous employee to request for the form to be moved to your account, or you may also clone the form.

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    Jessica 
    Answered on September 27, 2019 at 01:59 PM
    Do you have this card number?
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    Kiran
    Answered on September 27, 2019 at 02:19 PM

    It looks like that you have attached the screenshot to the reply email. Please note that the images attached to the reply email cannot be posted back to the forum post. We request you to access the thread https://www.jotform.com/answers/1973028 by logging into your Jotform account and post the screenshot so that we can take a look.

    Also, please note that it is not possible for to login to the account to change the email address since the account is enabled with HIPAA. It is only possible to change the account email address only by logging into the account. We may provide you with the registered account email address once the account is verified with the payment information. 

    Thanks!

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    Jessica 
    Answered on October 01, 2019 at 03:51 PM
    How can we access this if the employee has left our facility?
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    Jessica 
    Answered on October 01, 2019 at 04:51 PM
    Is the last four of the card number associated with this account 1157
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    Mike_G
    Answered on October 01, 2019 at 05:08 PM

    Thank you for that information. Please allow us some time to verify the information you have provided.

    We will get back to you as soon as possible.

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    Jessica 
    Answered on October 04, 2019 at 12:51 PM
    Have you found any information on this yet?
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    AndrewHag
    Answered on October 04, 2019 at 01:25 PM

    This has been forwarded to our Support Manager. We will get back to you as soon as possible with an update.

    Thank you for your patience.

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    Jessica 
    Answered on October 04, 2019 at 04:51 PM
    Can we please cancel the other account and clone the form to a new account
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    Vanessa_T
    Answered on October 04, 2019 at 05:09 PM

    Please note that only the account owner can request his account to be cancelled or to be modified in whatever ways. Same way as your account, no one can just ask for your account to be cancelled without your permission.

    Further checking, we were able to find a ticket where progressivedentalmar has requested to transfer the form, https://form.jotform.us/71243546433150, to your account. Unfortunately, since the source account is HIPAA compliant, moving forms is not possible.

    As of the moment, what we could suggest is for you to contact your previous employee and ask him/her to download all the submissions for that form and share it to you.

    How-to-Download-Form-Submissions-as-Excel-CSV-PDF

    Once you already have all the submitted data, we then suggest that you clone the form to your account and use that new form for new submissions.

    How-to-Clone-an-Existing-Form-from-a-URL

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    Jessica 
    Answered on October 04, 2019 at 05:51 PM
    What can I do? I need it to be linked with our office
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    Vanessa_T
    Answered on October 04, 2019 at 06:07 PM

    Our apologies, however, as mentioned, there is currently no way to transfer HIPAA forms to another account.

    Nonetheless, I have raised a ticket to our level 2 so they may keep track of this request.

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    Jessica 
    Answered on October 04, 2019 at 06:51 PM
    I do not need personal information, I would like to clone the form we have and open a new hippa account. The previous employee will not contact us. We need a way to have referring offices send us these forms
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    Vanessa_T
    Answered on October 04, 2019 at 07:04 PM

    Yes we can clone the form for you, but note that it will not copy the submissions hence we are suggesting that since you originally need the referrals, you would need to contact your previous employee.

    Kindly confirm if you would want to get a copy of the form only and not the submissions so we may clone the form to your account.

    On the other hand, to be HIPAA compliant, please upgrade to a Silver plan or up, then enable HIPAA Compliance.

    How-to-upgrade-to-HIPAA-Compliance

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    Jessica 
    Answered on October 07, 2019 at 10:51 AM
    Yes. I would like to clone the form only. Will it still be attached to our office’s account?
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    zuritapia
    Answered on October 07, 2019 at 11:34 AM

    Hi Jessica!

    You can clone the form below, however, this new form will not be attached to your office's account.

    https://form.jotform.com/92794858762983 

    Guide: How-to-Clone-an-Existing-Form-from-a-URL 

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    Jessica 
    Answered on October 07, 2019 at 12:51 PM
    How can I get this form attached to our website so when general dentists refer a patient, we can get the information?
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    Mike_G
    Answered on October 07, 2019 at 01:01 PM

    If you wish to embed the cloned version of the form to your website, you can do that by following the instructions in this guide — Adding-a-Form-to-a-Web-Page

    However if, in any case, I  have misunderstood your concern, please do not hesitate to let us know.