Account suspended

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    Terrell Sanders 
    Asked on October 25, 2019 at 06:03 PM

    I need help! When I try to log into my account it does nothing but go back to the login screen. How can I make this work?

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    JohnRex
    Answered on October 25, 2019 at 08:23 PM

    Hi Terrell,

    As checked, your account has been suspended as this form: New Customer Registration Form contains plain text fields that collect Social Security Numbers. It also requires the user to upload a copy of his driver's license.

    15720489712015577.png

    It is considered as phishing and violates our Terms of Use

    Therefore, when you do request SSN, our automated phishing detector will flag the form(s)  and suspend the account or this will be manually performed by our Staff, if your account is on paid status, you should get a notification about it.

    However, there are exceptions. Here are some examples of businesses that require a Social Security number for legitimate purposes:

    • Insurance companies

    • Credit card companies, lenders, and any other company receiving a credit application from you

    • The three main credit reporting agencies: TransUnion, Equifax, and Experian

    • Any company that sells products or services that require notification to the IRS, including:

    - Investment advisors

    - Banks

    -Real estate purchases


    -Financial transactions over $10,000, such as automobile purchases; and other financial transactions

    If your purpose is not to collect SSN and Driver's license from the general public, but from your own customers; and if your business is among the list above and you comply with recommendations below, then we can make the exception:

     1. Add Terms of Use widget (for your users to read and agree). This will surely make your forms not to be considered as guilty of phishing activities

    2. Add a Signature widget where your users sign and agree to provide such sensitive information.

    Also, please enable ENCRYPTION of the form's submission data. Here's a guide for that: Encrypted-Forms-and-How-to-Use-Them 

    You are solely responsible for compliance with any data protection and privacy laws and rules applicable to the sensitive information.

    I have activated your account for now for you to be able to comply with the said conditions. Or you can simply delete the said fields.

    It will be suspended again once the system detects that your form is not compliant.

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    Terrell Sanders 
    Answered on October 25, 2019 at 08:45 PM

    Hi JohnRex! Thank you for your quick reply! I had no idea about the rules. I never got a warning about it. I have my own terms of agreement and contract I have the customers sign on separate application. This form is for my customers only. This is to help speed up the enrollment process for them. What information do I have to remove in order to keep it simple for my customers? If I take off the social can I keep the drivers license upload? This information is required by the credit bureaus. If I do have to have a terms of use. What does it need to include? 

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    JohnRex
    Answered on October 25, 2019 at 09:05 PM

    And since file upload fields are not possible to encrypt, we do not allow for file uploads containing sensitive data.  We may allow collecting driver's license numbers and SSN, but encrypting the form's data is required, as well as adding a terms/agreement in the form for the user to authorize the use of their data.

    Also, the terms may include the basic agreement between you and the user regarding how you will handle the data he provided. Usually, it should tackle more about DATA PRIVACY. You may refer to this example:

    15720518782015577 2.png

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    Terrell Sanders 
    Answered on October 25, 2019 at 09:23 PM

    Okay understood. How about I just remove the social security and drivers license requirement? Is that possible?

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    JohnRex
    Answered on October 25, 2019 at 09:25 PM

    Yes, you may. Removing those fields is also an option to prevent account suspension.

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    Terrell Sanders 
    Answered on October 25, 2019 at 09:27 PM

    Okay. How do I do that? I can’t log in.

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    JohnRex
    Answered on October 25, 2019 at 09:33 PM

    I have removed those fields for you and reactivated the account. Please try logging in again to confirm access.

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    Terrell Sanders 
    Answered on October 25, 2019 at 09:36 PM

    It lets me log in now. It looks like my form is no longer there.

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    JohnRex
    Answered on October 25, 2019 at 09:48 PM

    Could you please try clearing your browser's cache? I was able to see the form when I tried logging in to your account:

    15720544932015577 3.png

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    Terrell Sanders
    Answered on October 25, 2019 at 09:50 PM

    I see it now. Thank you!!!