My Support Ticket in this Forum Was Deleted - Creating Sub Users Moved All My Forms and Disabled my Master Account

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    Asked on July 16, 2013 at 02:00 PM

    I had a thread running with your developers that is now gone without a trace.

    Here's the gist: 

    I had/have an account called clongjax tied to the email

    I created some sub-accounts for my employees to access their web forms without having to use my master account.

    The next day, my employees could log in, but no forms.

    I tried to log in with clongjax (my account for over a year), and it said my password was wrong, I tried to reset, it said my account nor email did not exist.

    After research by your dev team, all my forms were moved under an old account I haven't used in a long time called AdminLong.  Appearently there was a programming glitch that caused this.

    The other problem was, even though I couldn't log into my old account and it said that it didn't exists, programmers could see the account on your side, but said it was an old account that was a Free Account (which is incorrect as I am an Economy user).

    I was able to log into AdminLong and see my forms, however it was also a FreeAccount, and I was about to run out of submissions and space.  A developer on your staff verified with Plimus Billing that I was indeed an Economy User and "manually" converted my AdminLong account to an Economy Account.  This was supposed to be a temporary fix until the developers could sort out what happened.

    I am ok with keeping the AdminLong Account instead of the old clongjax account, I'm not emotionally attached to it or anything, but it is what billing is setup through.  That said, even though I can login using AdminLong now, when I go to my Account Page to update billing information and email and such, it's completely blank as if under some kind of administrative hold.  None of the buttons on the left side of the page work either.  I can create new forms and see the submissions, but I seemed to be locked out of my account page.

    Can we please resolve this so we can finally move past this week long debacal?  Even though I am frustrated, I am thankful for the help I have received.  I wish the other thread had not been deleted.  But I will keep a copy of this thread on my local computer in case it "accidently" happens again.

    Please fix and please respond. 

    Thank you,

    Chris Long

    clongjax / adminlong

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    Answered on July 16, 2013 at 02:16 PM

    Hi Chris!

    Actually the ticket opened in your other thread is still open and has in fact been assigned to one of our developers and marked as urgent. I believe our developer posted a response in that forum. Please refer to that here:


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    Answered on July 16, 2013 at 03:27 PM

    Thank you Morian, I will continue to use other thread then.  When I search for AdminLong under search for the Forum, I get zero results.  Strange.  

    Thanks again.