Cannot login to Jotform in Nigeria

  • Profile Image
    ipnxdesign
    Asked on January 29, 2021 at 08:14 AM

    Hello,

    We are having difficulties logging into the jotform platform. I had to use VPN to login and send this mail.

    Initially, our customers were having this issue and now we as subscribers can't even access the platform. This is really affecting our sales and business.

    Kindly allow(whitelist) IP addresses from the Nigerian region so we can log in smoothly.


    Kind Regards,

    ipNX Design

  • Profile Image
    Richie_P
    Answered on January 29, 2021 at 09:46 AM

    Can you please share the IP address you're using so that we can whitelist them at our end?

    Looking forward for your response.

  • Profile Image
    ipnxdesign
    Answered on January 29, 2021 at 10:18 AM

    Hello Richie,

    This is not about my particular IP address. This whole region(Nigeria) is having the same issues viewing the jotform platform using different internet providers here.

    Treat as urgent.

    Regards,

    ipNX Designs

  • Profile Image
    Richie_P
    Answered on January 29, 2021 at 11:34 AM

    I have forwarded your request to our back-end team for further investigation.

    Once we have updates, you will be notified at this support ticket.

    Thank you.

  • Profile Image
    ipnxdesign
    Answered on January 29, 2021 at 11:41 AM

    Hello Ritchie,

    Thanks for the feedback.

    This is a very serious issue for us as the form is central to a key internal process and it has been either unreachable or unusable if it manages to load at all for about 24 hours now.

    We'll appreciate the prompt attention/support of your back-end team.

  • Profile Image
    ipnxdesign
    Answered on February 01, 2021 at 05:46 AM

    Hello,

    We still don't have any feedback/update on this issue from the jotform back-end team.

    We have a form that has not been accessible/usable for over 3 days now and this is seriously affecting our operations.

    Can we have an update pls?

  • Profile Image
    Bojan_J
    Answered on February 01, 2021 at 07:20 AM

    Greetings.

    My colleague has forwarded this problem to our Developers, and as soon as we hear back from them, we will let you know.

    In the meantime, you can try to add form ID to the following URLs, which might help your users to access the forms:

    You can find the form ID at the end of the current form URL, for example, 210074267795562. So your new form URL should look like this: https://www.jotform.me/210074267795562

    Thank you for your patience.

  • Profile Image
    ipnxdesign
    Answered on February 04, 2021 at 05:22 AM

    Hello,

    All the suggestions from the support team so far have been far from resolving the issue/challenge and this has been reported since 29th Jan. 2021.

    How long more shall we wait for the feedback from your development team?

    Our form with id: 200912837041549 has been unusable as a result of some geo-blocking on the jotform platform. Hence, our users (in Nigeria) cannot use the form.

    As administrators of the form, we can only login to our jotform profile using a VPN service that gives us a foreign IP from the US or Europe.

    Is the jotform service no longer available to countries like Nigeria?

    Can you pls give us a clear feedback so that we know whether it's time for us to count our loss, junk your service and move on?

    I'm a frustrated jotform customer and I need closure.

  • Profile Image
    ipnxdesign
    Answered on February 04, 2021 at 05:59 AM

    Hello,

    All these options sent did not work at our end.

    What is the update from your developers?  This is seriously affecting our operations.

    Can we have an update please?

    Regards,

    ipNX Designs

  • Profile Image
    roneet
    Answered on February 04, 2021 at 07:11 AM

    Can you please provide us with your Nigerian IP address so we can check it on our system? Please share some of the IP address that you use so that we can check if whitelisting the IPs helps.

    www.whatismyipaddress.com/

    We look forward to your response.

    Thank you.

  • Profile Image
    ipnxdesign
    Answered on February 04, 2021 at 07:39 AM

    Hello Roneet,

    Please go through the thread. Your colleague Richie_P had made a similar request.

    End users make use of the form. So anyone with internet access (anywhere in Nigeria) should be able to access the form and submit the provided details for our internal team to process further.

    We cannot provide you all the IPs that can possibly access the form for you to whitelist

    I will however provide some IP addresses since you asked for it:

    62.173.34.70

    154.28.188.239

    192.210.76.175

    197.210.52.219

    41.184.210.119

  • Profile Image
    gerardw
    Answered on February 04, 2021 at 08:39 AM

    Thanks for these details.

    I have whitelisted these IP addresses.

    Please check and let us know.

  • Profile Image
    ipnxdesign
    Answered on February 04, 2021 at 09:20 AM

    Hello,

    I have checked on one of the IPs (41.184.210.119) and the form was accessible.

    I have the following questions:

    1. Will you have to whitelist all the IPs of all users who can possibly access the form?
    2. Do we have to provide all IP addresses from all ISPs in Nigeria for you to whitelist?

    We are n ISP ourselves and we have a host IP addresses. This also applies to other ISPs in Nigeria.

    Kindly confirm if your recent advice to us to provide IP addresses was from your back-end (development) team.

    We need a sustainable solution. Unfortunately, we don't have that yet.

    Looking forward to your response.

    Regards,

    Luther
























  • Profile Image
    Nik_M
    Answered on February 04, 2021 at 10:47 AM

    Hi Luther,

    Hopefully, our developers will be able to resolve this issue so we don't have to whitelist every IP address. I do not know the answer to your other question. Hopefully, that will not be necessary.

    I think that recent advice to provide IP addresses was from my colleague, not our developers, but I'm not sure.

    I will check with our developers if there is any update. If there, is we will inform you via this thread.

    Thank you for your patience.

  • Profile Image
    ipnxdesign
    Answered on February 04, 2021 at 11:28 AM

    Hello Gerard,

    So far, the whitelisted IP addresses are displaying the jotform links well but that has still not fully solved the problem.

    We have a customer base of over 2000 users viewing the jotform with different IP addresses from this region(Nigeria). How will they view this when only about 5 IP addresses are whitelisted.

    End users make use of the form. So anyone with internet access (anywhere in Nigeria) should be able to access the form and submit the provided details for our internal team to process further.

    Treat as top urgent.


  • Profile Image
    Bojan_J
    Answered on February 04, 2021 at 12:38 PM

    Greetings.

    I have checked the ticket, and it is set as Important. My colleague has forwarded the additional information to our Developers, and as soon as we hear back from them, we will let you know.

    Thank you for your understanding.

  • Profile Image
    ipnxdesign
    Answered on February 05, 2021 at 06:48 AM

    Hello,

    Any update?

    Regards,

    Luther

  • Profile Image
    ipnxdesign
    Answered on February 05, 2021 at 07:07 AM

    Hello,

    Can we have update on this please.

  • Profile Image
    Cecile_A
    Answered on February 05, 2021 at 07:32 AM

    Hi Luther,

    We apologize for the inconvenience this issue has caused. This concern has reached our backend team and was given an important priority. I will ask our backend team again for any updates and we'll notify you immediately once we receive any information from them.

    We thank you for your patience and understanding.

  • Profile Image
    ipnxdesign
    Answered on February 06, 2021 at 11:49 AM

    Hello,

    Although we don't have your feedback yet, I can confirm now that the form is accessible and usable across several user IPs that we've tested.

    Regards,

    Luther

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    JohnRex
    Answered on February 06, 2021 at 12:03 PM

    It's good to know that you were able to access the forms or the site now. We don't have any news yet from our backend team, but as soon as we have, we will notify you here.

  • Profile Image
    ipnxdesign
    Answered on February 07, 2021 at 01:13 AM

    Hello,

    Feedback from our users suggests that the issue is not completely resolved yet. Most users on the MTN network seem to be fine. Users on the Airtel and Glo network (in Nigeria) are not able to access/use the form.

    We await feedback from your backend team.

    NB: We have been expecting this feedback for over a week after we raised this issue.

    Regards,

    Luther

  • Profile Image
    JohnRex
    Answered on February 07, 2021 at 02:41 AM

    Hello Luther - We understand. However, since this is a regional/network issue, it may take some time for our developers to resolve it.

    I am adding the details you mentioned into the escalated ticket so our developers would know the affected networks.

    We shall keep you posted here for updates.

  • Profile Image
    ipnxdesign
    Answered on February 08, 2021 at 02:26 AM

    Hello,

    Any update?

    Regards,

    ipNX Designs


  • Profile Image
    gerardw
    Answered on February 08, 2021 at 03:40 AM

    Sorry, we have not yet received an update.

    Please be assured that as soon as there is an update we will inform you via this ticket.