Account suspended: Unable to log into account

  • Profile Image
    Marilee 
    Asked on December 15, 2020 at 02:03 PM

    I was able to log in, edit, and test a form today. However after that it logged me out, and I have not been able to log back in since.

    I did not receive the email confirmation from the test entry that I submitted today. However, I do see it went through on Google Sheets. When I click the link to Edit Submission, I get an error code saying "Form not found This form is disabled."

    This is the second time this has happened. Can someone please assist me with the log in issue? What is causing this to happen?

    Thanks!


    Screenshot
  • Profile Image
    Laura_L
    Answered on December 15, 2020 at 05:14 PM

    Hi,

    Thank you for contacting us.
    It seems that your account has been suspended. It might be that our automated phishing system mistook something on your forms.

    I have sent your account to our reviewers team, and as soon as we hear back from them, we will inform you on this ticket. Meanwhile, we ask for your understanding.

    Best Regards,

  • Profile Image
    Marilee 
    Answered on December 16, 2020 at 01:43 PM

    Thanks. The form that I was working on is an order form where our students request to purchase items for their engineering projects. We need them to send us the links for each item, up to 10 items, so that we can place the order. Is there a way to get around that so that we don't keep getting suspended?

  • Profile Image
    Marilee 
    Answered on December 16, 2020 at 02:53 PM

    Hi again. I was able to log in a few minutes ago. I wanted to email the latest submission to our oedk@rice.edu email, so I tried doing that. Afterwards I got logged out again, and we didn't get the submission sent to us. It won't let me login with Google or log in manually. Are we suspended again? How can we prevent this from happening? Thank you.

  • Profile Image
    Laura_L
    Answered on December 16, 2020 at 04:53 PM

    Hi Marilee,

    Our sincere apologies for the repeated inconvenience.
    It seems that your account has been suspended again.

    Our reviewers confirmed that your forms are clear, so it might be that some word on the form is mistakenly triggering to suspend your account.

    I have now whitelisted your forms and IP address and activated your account again. Please try using the forms.
    I believe your account should not get suspended anymore, but in case if that would still happen, please let us know immediately so that we can investigate even further to the root cause.

    Have a wonderful rest of the week!

    Best Regards,