HIPAA Form: getting Captcha after form submission

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    quadmedmarketing
    Asked on February 24, 2021 at 09:51 AM

    I am having the same issue as stated in this ticket: https://www.jotform.com/answers/1703776-Getting-a-Captcha-page-after-submitting-the-form


    One of our clients that uses a website that we have the form on is receiving a captcha after they submit. 1) it is an incomplete captcha image, so they are unable to get through it 2) they have a high level of IT security. 3) we cannot ask all of our clients who are using these forms to whitelist the IP addresses.


    What can we do on our side to ensure this is not an issue?


    This is the form: https://hipaa.jotform.com/203513929390154
    This is the page if lives on: https://myquadmed.com/bewell

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    BDAVID
    Answered on February 24, 2021 at 12:46 PM

    Good day, thank you for contacting us. We apologize for the convenience, this has been escalated to our back-end team. You will be notified here when we get any updates.

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    quadmedmarketing
    Answered on February 25, 2021 at 09:45 AM

    Any updates? This is causing a big issue with our largest client!

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    Jeanette
    Answered on February 25, 2021 at 01:15 PM

    The ticket was escalated and assigned to one of our team of developers. I'll send a message to request an update about it, but we cannot provide an exact ETA.

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    quadmedmarketing
    Answered on February 25, 2021 at 01:43 PM

    I need to be able to provide an update, is it going to be hours? days? weeks?

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    BDAVID
    Answered on February 25, 2021 at 08:45 PM

    Unfortunately, there is no specific time-frame.

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    quadmedmarketing
    Answered on February 26, 2021 at 11:21 AM

    In a previous ticket, a developer solved the issue by whitelisting the username of that particular account. Can the same be applied here? How can I elevate this to an urgent matter?

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    Jeanette
    Answered on February 26, 2021 at 12:02 PM

    Hello, I was informed that this account was whitelisted. Please double check and confirm to us that this is resolved.