Account suspended?

  • Profile Image
    Robin Hall 
    Asked on November 30, 2020 at 10:23 PM

    I was cleaning out old archived forms and deleting old submissions so that we would be in compliant with the new billing profile and now the system has flagged my account and suspended it.

    Could you please look at this as soon as possible.

    I'm holding this business together with bailing string and chicken wire. I need for the few customers I have left to be able to submit their orders tomorrow. They can't do that if they visit the site and see no forms.

  • Profile Image
    Vick_W
    Answered on December 01, 2020 at 01:42 AM

    Hi Robin,

    Looks like your account was suspended due to the form https://www.jotform.com/42908351696969. As you are requesting credit card related details from users in this form in simple text fields. Which is against our policies.

    1606804937_5fc5e5c9263e2_

    Due to our PCI certification, we are required to deny the collection of credit card details on regular forms.

    However, we have other PCI-compliant ways to do this. All you need to do is choose any of the payment processors available on our platform in order to integrate into your forms. You still won't be able to collect credit card details directly though.

    https://www.jotform.com/help/323-mastering-payment-form-integrations-with-jotform

    To reactivate your account we will have to delete the offending fields from your form. Please note that deleting the fields will delete the submission data as well.

    Thanks.

  • Profile Image
    Vick_W
    Answered on December 01, 2020 at 01:44 AM

    Looks like the form is already in the Trash Folder. If it is not required anymore then we can purge it and reactivate your account.

    Looking forward to your reply.

    Thanks.

  • Profile Image
    Robin 
    Answered on December 01, 2020 at 01:46 AM

    That was an old form from years ago. You can clearly see that it hasn't been used in years either.

    I lost a customer tonight because of your "false flag". Is this how you treat your customers?

    Would you please reinstate my account?

  • Profile Image
    Vick_W
    Answered on December 01, 2020 at 01:59 AM

    Hi Robin,

    Please accept our apologies for the inconvenience. The account was suspended automatically by the system.

    However, I've reactivated your account so you should be able to access it now. I would suggest that if there are any other similar forms then please purge them from your account as well to avoid further suspensions.

    Let us know if you have any other questions or concerns

    Thanks.

  • Profile Image
    Robin 
    Answered on December 01, 2020 at 02:00 AM

    I still cannot login.

  • Profile Image
    Vick_W
    Answered on December 01, 2020 at 03:10 AM

    Hi Robin,

    I've cleared your form cache. If it still doesn't work then please try clearing your browser cache or try a different browser.

    You can also clear your form cache and browser cache by following the guides below.

    https://www.wpbeginner.com/beginners-guide/how-to-clear-your-browser-cache-in-all-major-browsers-fast-way/

    https://www.jotform.com/help/229-how-to-clear-your-form-cache?

    Let us know if you need further assistance.

    Thanks.