Can't log on despite multiple attempts to re-set password

  • Profile Image
    Christopher Billam 
    Asked on March 02, 2020 at 04:39 AM

    Password re-set seems to have been successful via confirmation emails etc.

    But log in still not working

    My registered user name is confirmed: Your username is: PneusPros

    Have submitted this issue over the weekend but feedback dried up.

    Please help as this is getting critical

    Thanks

    Christopher

  • Profile Image
    gerardw
    Answered on March 02, 2020 at 07:52 AM

    Hello Christoper,

    I can see your previous issue here: https://www.jotform.com/answers/2188027-Can-t-log-on-despite-multiple-attempts-to-re-set-password 

    Your password also seems to be changed:

    15831534830203_12.png

    Could you let us know what error are you receiving when you login using your username and new password?

    Please try clearing your browser cache and re login again (OR re login using an incognito browser window) and let us know.

  • Profile Image
    PneusPros
    Answered on March 02, 2020 at 08:50 AM
    Hi Gerard

    ...
  • Profile Image
    PneusPros
    Answered on March 02, 2020 at 10:50 AM
    Hi Gerald

    I have since tested on a different PC and still no joy.

    Looking at past forum responses could it be simply that the account is blocked?
    It may have started playing up when I downloaded the android app.

    I look forward to hearing ASAP

    Best

    Christopher

    ...
  • Profile Image
    Bojan_J
    Answered on March 02, 2020 at 01:40 PM

    Greetings Christopher.

    Thank you for your reply.

    We're sorry to hear that you are having problems with our service.

    I have checked your account, and it is not blocked. 

    Can you please let us know, are you getting Login failed - Username or password did not match. or some other message?

    I have flushed your login attempts, so please try again now, and let us know if you are still having problems. 

  • Profile Image
    PneusPros
    Answered on March 02, 2020 at 02:50 PM
    Hi Bojan

    If its OK for you will ask for a new password and then try

    Attempting now

    Best

    Christopher

    ...
  • Profile Image
    PneusPros
    Answered on March 02, 2020 at 02:50 PM
    OK Bojan

    New password set
    New password accepted

    History cleared and instead of using Chrome, used Edge

    User Name: PneusPros

    Error message again generated : Login failed - Username or password did not match.

    Any ideas much appreciated

    Best

    Christopher

    ...
  • Profile Image
    Bojan_J
    Answered on March 02, 2020 at 04:29 PM

    Thank you for your reply.

    Can you please try to log in using your email instead of the username?

    Please let us know if this works for you.

  • Profile Image
    PneusPros
    Answered on March 02, 2020 at 05:50 PM
    Hi Bojan

    Nope still not, sadly

    Cheers

    Christopher

    ...
  • Profile Image
    gerardw
    Answered on March 02, 2020 at 08:03 PM

    Hello Christopher, 

    We apologize for this inconvenience. I tried resetting my user account password to check if it's an issue with the Forgot password feature. But, it is working fine. As soon as I clicked on the Reset password button, entered the new password, I was directly taken to My Forms page.

    1583197277screencast03032020_1.gif

    Were you taken to your My forms page after resetting the password, as shown above?

  • Profile Image
    PneusPros
    Answered on March 03, 2020 at 01:50 AM
    Hi Gerard

    Thanks for this
    Yes, it did indeed, occasionally, take me to this same page. But not logged in.
    So my own forms (there is only one) was not on display.
    And to access my forms it prompted me to log in
    I will try to create a video of this process for me

    Cheers

    Christopher

    ...
  • Profile Image
    PneusPros
    Answered on March 03, 2020 at 02:50 AM
    Hi Gerard

    I have created a video to show my 2 attempts

    https://www.loom.com/share/3cfed4a8b104434d82aad0c4384e9572

    I hope this works

    If not, you can recompose the link maybe:

    loom.com/share/3cfed4a8b104434d82aad0c4384e9572

    Cheers

    Christopher

    ...
  • Profile Image
    gerardw
    Answered on March 03, 2020 at 05:37 AM

    Hello Christopher,

    I am able to view your videos that you were unable to login.

    Please use the link https://eu.jotform.com and then try to login.

    If this is also not working - as a last shot, could you send us a video from the moment you click on Reset password from your email, entering the new passwords and confirming - similar to how I have shown in my video. This is just to see, if you are taken to the My forms page directly after changing the password.

  • Profile Image
    PneusPros
    Answered on March 03, 2020 at 05:50 AM

    Hi Gerald

    Here is another attempt after changing the password (though I kept the same one)

    https://www.loom.com/share/c2302326ea8d43c7820ce97e14d19ed1

    Best

    Christopher


    ...
  • Profile Image
    PneusPros
    Answered on March 03, 2020 at 05:50 AM
    Hi Gerard

    Here is an attempt via eu.jotform

    https://www.loom.com/share/84f8dbbc7d364202865472c6defc7f45

    I will now do the same via email re-set of password

    Best

    Christopher

    ...
  • Profile Image
    PneusPros
    Answered on March 03, 2020 at 06:50 AM
    Hi Gerard

    Here are the new attempts via password re-set

    Phase 1, on form:

    https://www.loom.com/share/e50c33ecc899417c902cc1849c354941

    And now, post re-set, where I am not redirected to my current account, but a completely blank one:

    https://www.loom.com/share/6b54756054fc4f5fba5d09ab5745c1c9

    I hope this helps

    Best

    Christopher



    ...
  • Profile Image
    PneusPros
    Answered on March 03, 2020 at 06:50 AM
    Hi Gerard

    I have now also re-done starting on jotform.com rather than eu.jotform.com
    Though it does, after setting the new password, land me on eu.jotform:

    https://www.loom.com/share/17b5d3c75aca4f58bfe0e8ed978415ee

    Christopher

    ...
  • Profile Image
    Bojan_J
    Answered on March 03, 2020 at 08:16 AM

    Thank you for your reply.

    I am sorry to hear that you are still having problems with our service.

    Can we bother you to try to log in from the mobile app, and see if you get the same error message?

    You can click here to download it for your Android and click here to download it from the iOS.

    Please let us know if you were able to log in.

    Thank you for your cooperation.

  • Profile Image
    gerardw
    Answered on March 10, 2020 at 06:56 PM

    We are truly sorry for the trouble caused to you and understand your frustration.

    Since all your attempts to login are getting unsuccessful, could I suggest that you create a new account on Jotform and we can transfer/move your forms to your new account.

    After moving the forms, we can cancel the subscription on your old account and provide you the refund.

    Please review and reply by clicking on this thread so that we receive your responses on this support thread.