Why is my account suspended?

  • Profile Image
    Daniel 
    Asked on October 29, 2020 at 11:18 AM

    I tried to log in and was met with a banner stating that my account had been frozen due to behaviors sometimes associated with phishing scams. (See attachment: Screenshot.jpg.)

    My goal is to provide clients with a better user interface rather than Adobe Acrobat's rather technical feel to the end product, not to mention the time it takes to ensure everything is in proper order.

    Having read the terms and agreements, I realize I should have encrypted the documents once the SSNs and the DLs became form fields rather than assuming your phishing prevention system would have provided notice prior to suspending the account; or at least have a barrier pop up before the form could be disseminated in any fashion. Perhaps having form elements specifically for SSNs and DLs whereupon which both elements advise the user that refusing encryption will likely result in account suspension would result in less occurrences.

    Nonetheless, I am more than happy to add the encryption elements before continuing.


    Thank you,

    Daniel A.

    The Werner Law Group


  • Profile Image
    ashwin_d
    Answered on October 29, 2020 at 12:29 PM

    I did check your account and found that it is currently suspended because of the credit card related fields you have added in form "Clone of NEW CLIENT INFORMATION" and "NEW CLIENT INFORMATION". Please check the screenshot below:

    1603988791_5f9aed38006e6_Cc.gif

    Please note that you should not add questions in form to ask user's credit card details. Creating such forms are not allowed and violates our terms of use.

    If you want to collect the payment information from users and charge them at a later date, it is possible to achieve your requirement by taking advantage of our "Payment Authorization" feature. You may like to take a look at the following guide which should help you: https://www.jotform.com/help/292-How-to-Enable-Payment-Authorization 

    For now, I have deleted the credit card related fields from your forms and activated your account again. 

  • Profile Image
    Daniel A. 
    Answered on October 29, 2020 at 12:57 PM

    I appreciate the quick response and understand why the phishing software kicked into action. It's good to know that Jotforms takes a no-nonsense approach regarding the potential for nefarious use of the program.

    I am inclined to note that I had uploaded our firm's current client intake sheet in PDF form, and on that form is the credit authorization section with its questions. The Jotform system then scanned it and created the form fields that it subsequently deemed harmful. I was originally going to replace that entire section with the Square payment integration but the dinner bell rang and I forgot all about it.

    Nonetheless, I didn't realize that there was a "Payment Authorization" feature and I do believe that feature will come in handy.

    Again, I appreciate your responsiveness and understanding.


    Thank you,

    Daniel A.