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    Asked on February 05, 2021 at 01:12 PM

    I have a form that continues to say its disabled but I definitely have it enabled, and there are accessibility issues, but thats not a concern for the form users and I would prefer for it not to be there.

    But I would appreciate my form being enabled considering in settings it states that it is enabled.

    Unsure if you can see the form but if so it is the form labeled as Hep C/B one

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    Answered on February 05, 2021 at 04:30 PM

    Hello @olivia.alayhealthteam,

    Thank you for contacting Jotform Support.

    I did check the forms on your account and I can see that all of them are disabled. However, as you have mentioned that you have enabled all of them, there must be another issue causing this.

    I did notice that your account has recently been downgraded back to Free from the previous Silver subscription and that may be the root of the issue. Your account still has HIPAA enabled, but HIPAA is only available for Silver or Gold subscriptions and since you are now Free, this is causing your forms to be disabled.

    The HIPAA compliance on your account should have been removed when your account was downgraded but it did not.

    To resolve this issue, you will need to go into your account and disable HIPAA compliance since your account is no longer served by your HIPAA servers. Once HIPAA is removed, you should be able to access the forms once again.

    OR... you also have the option to re-upgrade your account to the Silver or Gold plan in order to make your account HIPAA again and therefore re-enabling the forms.

    Please let us know how you would like to proceed.

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    Answered on February 05, 2021 at 04:37 PM


    I would also like to mention that if you do decide to disable HIPAA on your account, you will need to download all of your Submission data to prevent losing it. Currently, the saved data on your forms is still stored in our HIPAA servers and once you disable HIPAA, the data will no longer be accessible to you.

    Here is a helpful user guide to assist you with downloading your form submissions - How-to-download-form-submissions-as-excel-csv-pdf

    However, if you decide to re-upgrade, this will not be necessary as your account will continue to be served by HIPAA servers.