I can't access my forms

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    Michael Aguado 
    Asked on February 27, 2021 at 02:37 PM

    Hi support team,

    I have an account and at some point last night it essentially stopped working and I can no longer access all the forms I've created or stored on your site.

    These forms are crucial to our business and I would greatly appreciate some insight and a remedy as soon as possible :)



  • Profile Image
    Answered on February 28, 2021 at 01:52 AM

    Hi Michael,

    Looks like your account was suspended due to forms https://www.jotform.com/form/210560503879154. As you are requesting credit card-related details from users in this form in simple text fields. Which is against our policies.

    Due to our PCI certification, we are required to deny the collection of credit card details on regular forms.

    However, we have other PCI-compliant ways to do this. All you need to do is choose any of the payment processors available on our platform in order to integrate them into your forms. You still won't be able to collect credit card details directly though.


    If you need authorization only and want to charge your customers later then please check the guide below.


    To reactivate your account we will have to delete the offending fields from your form. Please note that deleting the fields will delete the submission data as well.


  • Profile Image
    Michael Aguado 
    Answered on February 28, 2021 at 04:22 AM
    Hey guys happy to delete the offending fields but I can no longer login to
    my account to do so... I am currently completely blocked from logging in.
    Can we re-enable it briefly so I can delete the requested fields?
  • Profile Image
    Answered on February 28, 2021 at 09:01 AM

    Hi Michael,

    I've gone ahead and deleted the offending fields. I have now also reactivated your account.

    Please check and let us know if you have further questions.