HIPAA user: The account is locked out

  • Profile Image
    Melanie 
    Asked on September 10, 2020 at 02:48 PM

    I know someone into this awhile ago, and I've tried to limit the times I login for this reason. Could someone please unlock the account again please

    Thanks 

    Melanie

    Screenshot
  • Profile Image
    roneet
    Answered on September 10, 2020 at 09:07 PM

    We have activated your account. You should be able to login to your account now.

    Thanks.

  • Profile Image
    BabyTooth
    Answered on September 11, 2020 at 10:03 AM

    Thank you, any word on what the issue is with this, I know someone was looking into it awhile ago on back end but haven't heard anything

  • Profile Image
    Bert_A
    Answered on September 11, 2020 at 10:54 AM

    Hi,

    I see that you must have not received the recent email response from my colleague but he stated that your account has been activated and you should be able to login to your account now.

    Let us know should you have further questions or concerns.

  • Profile Image
    BabyTooth
    Answered on September 11, 2020 at 10:58 AM

    Yes I did see that, but it happens alot and someone awhile ago was trying to figure out why and I hadn't heard anything if they could figure out why it keeps happening, I don't ever get failed attempts. I log in and out all day with no problems and then randomly it says I've had 5 or 10 failed attempts.

  • Profile Image
    Kiran
    Answered on September 11, 2020 at 11:43 AM

    We are sorry for the inconvenience this may have caused. I see that your account is locked again. Please note that HIPAA accounts will be locked out if multiple login attempts are made without using the correct password. Please check if there is anybody else from your team are trying to login and reset the password if necessary.

    Your account is activated again and you should be able to login to your account. Please get back to us if you need any further assistance. We will be happy to help.

  • Profile Image
    BabyTooth
    Answered on September 11, 2020 at 11:49 AM

    Hi, great thanks. We use the same password and have never had a failed attempt with it, that's what is weird about it. No one has had a failed attempt yet it says it has had several

  • Profile Image
    roneet
    Answered on September 11, 2020 at 01:14 PM

    You have mentioned that 5 of the users access the same account so it is possible that any of them could make wrong login attempt.

    We have also flushed the login attempts for your account too. You may save your password so that you do not have to type the password every time.

    Thanks.

  • Profile Image
    michael  
    Answered on September 11, 2020 at 01:15 PM

    My account seems to be having the same issue and I am not getting the reset password emails. help please?
  • Profile Image
    BabyTooth
    Answered on September 11, 2020 at 01:17 PM

    Hi, the password is saved so we don't have to enter it everytime. We've discussed it a lot and none of us have had a failed attempt, always seems to be successful

  • Profile Image
    BDAVID
    Answered on September 11, 2020 at 02:35 PM

    @michael, your question will be addressed in the following ticket: https://www.jotform.com/answers/2571230

    @BabyTooth, I found the ticket where you first reported this issue, you may follow up there: https://www.jotform.com/answers/2468005

  • Profile Image
    Melanie 
    Answered on October 08, 2020 at 09:42 AM

    Good Morning,

    I have just turned on my computer and our account has been locked again, could you unlock the account please again.

    Thanks


  • Profile Image
    roneet
    Answered on October 08, 2020 at 10:54 AM

    @BabyTooth

    I have activated your account. Please try logging to your account once again.

    Thanks.

  • Profile Image
    BabyTooth
    Answered on October 29, 2020 at 04:59 PM

    Good Afternoon,

    We have been locked out again, I've also haven't been able to log on to jotforms today as it keeps telling me there is a temporary back end issue.

    Melanie

  • Profile Image
    Jed_C
    Answered on October 29, 2020 at 08:56 PM

    It happens if you have multiple failed login attempts. I have re-activated your account again. Please try logging in to your account and let us know if you need further help.

  • Profile Image
    BabyTooth
    Answered on October 30, 2020 at 09:56 AM

    Thank you,

    If you read the above thread you will see this happens many times and no one has had any failed attempts, we log in everyday with no issues. Someone was going to look into the issue at your end but I never heard anything.

    Now my computer is giving me the "temporarily back-end unavailable" which I haven't seen before
    . We also have troubles logging in to jot forms sometimes, we have to log in a couple of times before it will prompt us to enter the username and password. It's been an ongoing issue which is why I usually just ask to unlock us rather than changing the password everytime it happens.

    Thanks

    Melanie

  • Profile Image
    Jovanne_A
    Answered on October 30, 2020 at 11:06 AM

    Hi Melanie,

    We apologize for the inconvenience this may have caused you.

    A bug report ticket has already been escalated to our backend team about the issue on this support ticket https://www.jotform.com/answers/2468005. Unfortunately, we don't hear anything yet from our developers about the issue. I have already sent a followup to the assigned developer, and you should hear from us again as soon as we have more information. If you have a follow-up question about the issue, kindly reply to the given link of the original thread above so we can isolate the issue on a single ticket.

    Regarding your other concern about temporary back-end unavailable when accessing your account, we will be responding to this support ticket https://www.jotform.com/answers/2669048 shortly.

    Thank you.