What is JotForm?
JotForm is a free online form builder which helps you create online forms without writing a single line of code. No sign-up required.

At JotForm, we want to make sure that you’re getting the online form builder help that you need. Our friendly customer support team is available 24/7.

We believe that if one user has a question, there could be more users who may have the same question. This is why many of our support forum threads are public and available to be searched and viewed. If you’d like help immediately, feel free to search for a similar question, or submit your question or concern.


  • Profile Image

    Customer Service Needed ASAP

    Asked by bphillis on April 29, 2013 at 09:51 AM

    Jotform apparently convinced my company to create "independent users" under our corporate premium account. What they FAILED to tell us was that these "users" have no access to the already paid benefits we have. Now, I've made a form under my new account and Jotform is threatening to shut it off at noon today!?!? It's absolutely absurd that we pay $50 a month to this company and you're shutting off our forms. This link has already been sent out to dozens of people. I'd like a response ASAP as to how these people are going to fill out this form once you've shut it off? 

    JotForm style size font
  • Profile Image

    Answered by sidharth_kch on April 29, 2013 at 10:06 AM

    @bphillis

    I see that your account is a "Free" account and its in "OVERLIMIT" status as you have received 20 SSL submissions. Free account is entitled to receive 10 SSL submissions in a month and if you reach this limit, forms are disabled.

    Can you please send us your ayment details so that we can find out why your account is still in "Free" status?

    Thanks,

    Sidharth

  • Profile Image

    Answered by bphillis on April 29, 2013 at 10:42 AM

    I am a sub-user under our corporate paid account. The user name for that one is militaryspouse. We don’t understand why you advertise that the Professional Plan comes with 100 sub-user accounts. We set up these sub-user accounts and we’re limited to 10 submissions? That’s crazy.



    -Bri

  • Profile Image

    Answered by sidharth_kch on April 29, 2013 at 11:10 AM

    @bphillis

    Sub-user account is to view submissions and/or modify the form which is shared to them. If you create a new form in your account normal submission limit is applicable based on your account plan.

    Thanks,

    Sidharth

  • Profile Image

    Answered by bphillis on April 29, 2013 at 11:20 AM

    Okay, so there is NO reason to have sub-user accounts. - I undersand that now.

    However, because none of this is specified ANYWHERE and I now have a form that has been sent out to people that they apparently will not be able to use....what am I supposed to do? The main account can't even see this form that I made, so am I even able to clone it back into there so that I can have more submissions? I mean, it's a little ridiculous that our organization is going to come off as unorganized when I have to resend a new link to everyone and hope that they don't get confused. Any insight on a solution is greatly appreciated.

     

    Thanks. 

  • Profile Image

    Answered by jeanettebmz on April 29, 2013 at 11:42 AM

    We are truly sorry about this. Let me explain you a little bit how sub-users will work:

    Forms should be done under the main account (the paid one), so they don't go overlimit.

    Any sub-user would be able to see and edit the forms. This means that , if for example you create a form into your free account, you can have the admin of the paid account to clone it (you need to get the form direct link to do this), once it's done, admin of the pain account can assign rights to you in order for you to edit and update it

    Can you please let me know what would be the main account so I can move your form to it? 

  • Profile Image

    Answered by bphillis on April 29, 2013 at 01:54 PM

    Form that needs cloned: http://form.jotform.us/form/31145693767160?

    Main Account Username: militaryspouse
    Main Account Email address: robert@victorymediainc.com

    Let me know if you need anything else.

     

    Thank you. 

  • Profile Image

    Answered by sidharth_kch on April 29, 2013 at 02:39 PM

    @bphillis

    I have moved the form "31145693767160" to account "militaryspouse"

    Please let us know if you need further assistance.

    Thanks,

    Sidharth

  • Profile Image

    Answered by militaryspouse on April 29, 2013 at 02:41 PM

    Thank you!

    The only other questions I have is: Will the link that I already sent out to people still work? Or do I need to resend?

  • Profile Image

    Answered by sidharth_kch on April 29, 2013 at 02:53 PM

    @militaryspouse

    You mean the form direct link? 

    The form ID remains same. If you have not sent custom URL which includes username the form link should work fine. Can you please send us the link or try yourself?

    Thanks,

    Sidharth

  • Profile Image

    Answered by militaryspouse on April 29, 2013 at 03:06 PM

    I tested it myself. It seems to be working. Thank you.

  • Profile Image

    Answered by sidharth_kch on April 29, 2013 at 03:13 PM

    Glad to know that you issue was resolved.

    Should you have any questions please feel free to contact us.

    Thanks,

    Sidharth