Account Suspended: Why can't I access my form?

  • healthcareplusnz
    Asked on December 9, 2020 at 8:22 PM

    I've been trying to contact you for more than 6 hours regarding my form is suspended. Not sure if your support team is available 24/7

  • healthcareplusnz
    Replied on December 9, 2020 at 8:35 PM

    And Here is your colleague's response email earlier:

    "Hello,

    Our apologies. We have unsuspended your account after finding no violations of our terms. It was mistakenly suspended by our phishing filter.

    We have added the suspected forms into our whitelist.

    Regards,

    Irene

    JotForm Reviewers Team"

    The form was working at the time I've received Irene email but then suspended again. As I mentioned in several emails, we are looking forward to upgrading our plan to Silver but it is so difficult to ask for support from Jotform. Especially it is urgent. Can you please look at my account as soon as possilbe?

    Cheers,

    Dora

  • Zahra_S
    Replied on December 10, 2020 at 10:34 AM

    Hello Dora,

    We apologize for the inconvenience it has caused.

    Our phishing filter automatically suspended your account.

    We have unsuspended it and have whitelisted your forms.

    You can now log in to your account and access your forms.

    Once again, we truly apologize for the trouble.

    Feel free to contact us here if it happens again.

    We will be happy to help you.

  • Dora
    Replied on December 10, 2020 at 2:47 PM

    Hi Zahra, thank you for your help. I am going to keep an eye on the form today, make sure it works fine before we pay for the Silver plan.

    Cheers,

    Dora

  • healthcareplusnz
    Replied on December 10, 2020 at 4:21 PM

    HI guys, I found out that your form is really unstable, not working properly. I am not sure might be the setting is not correct. Some issues as below:

    1. One time, both the auto response email & notification emails were sent to my personal email (the people who submit the form). I already check the setting for Email Recipients - all correct as your instructions here: https://www.jotform.com/help/25-setting-up-email-notifications
    2. The last time I tested, the notification email didn't attach the documents.

    Can you guys please help me to look at the form named HealthCarePlus Claim Form.

    Many thanks, Dora

  • Welvin Support Team Lead
    Replied on December 10, 2020 at 8:34 PM

    We apologize for the inconvenience.

    I have split these two new issues to separate tickets. Please access them below:

    Notification/Autoresponder Emails: https://www.jotform.com/answers/2759886.

    Attachments: https://www.jotform.com/answers/2759887.

    I'll be answering both shortly.

    Thanks