Form links not working and cannot access account or reset password.

  • Profile Image
    Whitney Nash 
    Asked on December 06, 2020 at 10:35 AM

    Hello,

    None of my form links are working and I get the same error in the attached screenshot. Why is this? I am trying to log into my account and I get an error that the email and password don't match. I know I'm entering them correctly. I tried to do the password reset 4 times in 2 days and I've never gotten the email to reset it. What's going on? I need help to resolve all of this as soon as possible. I have clients waiting to proceed after making a payment. This makes me and my company look very unprofessional.

    Thank you,

    Whitney Nash


    Screenshot
  • Profile Image
    Ashwin
    Answered on December 06, 2020 at 01:36 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 "SELF-DIRECTED IRA INTAKE FORM". Please check the screenshot below:

    1607279593_5fcd23e9c3c09_creditCard.png

    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
    Jennelle Primm 
    Answered on December 06, 2020 at 04:50 PM

    I have this exact same issue! I can't access my forms or log into my account, and I desperately need to in order to check and process orders. I have been trying to do so since last night! Please help ASAP!


  • Profile Image
    Girish
    Answered on December 06, 2020 at 09:58 PM

    Hello Jennelle,

    I have moved your concern to a new ticket and will respond shortly via the link below:

    https://www.jotform.com/answers/2748438-Unable-to-access-my-forms

  • Profile Image
    Whitney Nash 
    Answered on December 07, 2020 at 12:09 PM

    Hello,

    Thanks for explaining the issue and making it so that my forms are accessible again and so that I could log back in. But as of 5 mins ago everything was taken away again! What gives?!?! I'm fine with removing the credit card payment info. I will use Square for that. I cannot believe that you remove access to everything and completely interrupt someone's business because of an issue like this. Take a way the function for the one bad form, not everything else!!!!!!!!! Please give me back my access now and then leave it alone!

    Thank you!

  • Profile Image
    Jeanette
    Answered on December 07, 2020 at 02:16 PM

    I understand your concern. I have unsuspended the account. We get millions of newly created forms, therefore it's not possible to just suspend a single form, this is because our efforts are aimed at stopping phishers, who might have a single phishing forms in their accounts among other "normal" forms. So the algorithm was made with that purpose. But I have whitelisted your account and sent your case for further review to prevent a new auto suspension.

  • Profile Image
    Whitney Nash 
    Answered on December 07, 2020 at 03:47 PM

    Thank you. Yes, please make it so this won't happen again. I am perfectly willing to never put a credit card request on any form ever again. It was actually just an oversight; I just wasn't thinking because it was like that on my Word doc that I got from a colleague to use as a template.

    Thanks!