My forms are disabled - Account suspended

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    theoryone
    Asked on February 24, 2020 at 02:10 PM

    I have two forms, both of which are currently set to enabled. However, when I go to either form, a message displays saying that the form is disabled. Help!

    https://form.jotform.com/200545525555050

    https://form.jotform.com/200353684659058


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    JohnRex
    Answered on February 24, 2020 at 04:31 PM

    As checked, your account has been auto-suspended by our system as this form: Theory One Design Credential Gathering Form contains plain text fields that collect Login credentials (username and password). It is considered as phishing and violates our Terms of Use

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    You agree that Jotform, Inc. may terminate your Jotform Service immediately if a form's purpose is found to be deceptively obtaining, for example: sensitive credit card information, social security numbers, user login credentials, or other sensitive personal information. All these activities are considered as Phishing and any account along with the violating forms will be suspended immediately.


    We can reactivate the account but we need to delete the infringing fields from your form. You must also agree with our Terms of Use.

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    theoryone
    Answered on February 25, 2020 at 09:14 AM

    Thank you for the explanation. I was unaware of this restriction. I have deleted and purged the offending form and I agree to your terms of use. Please reactivate my account ASAP. Thank you! 


    For the record, I do not think this technically violates your terms of use, which only prohibit deceptively obtaining user login credentials. Here, there is no deception intended. This is a form being distributed to our clients with their full knowledge and consent. However, rather than get into an argument with you about this, I have simply deleted the form and will not do this again. Please reactivate my account ASAP.

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    Michelle_J
    Answered on February 25, 2020 at 09:31 AM

    I've lifted the suspension in your account. It should be working now.

    Let us know if you need further assistance.

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    theoryone
    Answered on February 25, 2020 at 09:58 AM

    Thank you very much for your assistance. Just a question. When you suspend someone's account like this, do you send any notification? I was very surprised that this had occurred, as I did not receive an email notification and there is no indicator when logged into my account that it has been suspended. It looks exactly as it did before the account was suspended.

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    Michelle_J
    Answered on February 25, 2020 at 10:06 AM

    Our phishing detector automatically flag the forms found and suspend the account or this can be manually performed by our Staff.

    In your case, your account got autosuspended by our system due to login credentials collection that is why there was no notification sent.

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    theoryone
    Answered on February 25, 2020 at 10:34 AM

    Michelle, thank you for the explanation. I have to say, as a customer, this is a huge surprise and really is a terrible practice. I know we are using a free account, but do you mean to tell me that if we were paying for an Enterprise account there is a chance that our account could be auto suspended and there would be no indicators of what had caused the suspension? This is a major hole in your service. Just passing along the feedback in case you want to share this with your product team. I am sure there is a way that you could generate an automatic notification in the case of an auto suspension.

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    Michelle_J
    Answered on February 25, 2020 at 10:55 AM

    Thank you for that feedback. Autosuspension only applies with free and guest customers. One of the perks of being a paid user with us is that we do notify them first when their accounts were flagged as suspicious by our detector.

    Our system don't automatically suspend paid accounts, instead, it alerts us when a paid user has suspicious form so we could check it thoroughly then notify those who did violated our TOS.