Locked Out with no Email for reset

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    Jeanelle 
    Asked on December 27, 2021 at 12:27 PM

    Hello,

    I cannot run my business and unable to log in. I am not receiving a password reset email nor is it going to spam. Please help! I already messaged last week and did not receive a reply.

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    Mightor_M
    Answered on December 27, 2021 at 01:38 PM

    Hi,

    I'm sorry for the inconvenience.

    I can see that my colleague has responded to your email last week. Please refer to this thread for her response.

    Kind regards,

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    Jeanelle  
    Answered on December 29, 2021 at 11:18 PM

    The link to your thread above is not working. Please help me access my form. It’s really important to my business.

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    Bojan_J
    Answered on December 30, 2021 at 03:13 AM

    Greetings.

    If you don't receive any emails when resetting the password using your email, please try to reset the password using your username. If this doesn't work as well, can you please let us know what username and email you have tried so we could check your account further?

    Thank you for your cooperation.

  • Profile Image
    Jeanelle  
    Answered on December 30, 2021 at 10:51 AM

    Hi,

    I tried username: conciergecarela

    My email is hello@conciergecarela.com

    My backup email on my account is ruleout19@gmail.com

    I tried logging in and resetting my password with all of the above. I also checked my spam folders. I do not receive any reset emails.

    Thank you for your time. I look forward to a resolution.

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    Marijoy_A
    Answered on December 30, 2021 at 11:40 AM

    Hello there,

    Thank you for the additional information you provided.

    I have resent a verification email to your email address hello@conciergecarela.com. Please check and verify your email.

    Notify us if you are still unable to receive the verification email.

    Thank you.



  • Profile Image
    Jeanelle 
    Answered on December 31, 2021 at 01:50 AM

    Hello,

    I have not received the verification email. I also checked my spam folder. Please help me figure this out.

    Thank you.


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    Saeed_K
    Answered on December 31, 2021 at 02:33 AM

    Hi there, our apologies for the inconvenience.

    I would like to inform you that your email address linked to your account is not yet verified and hence you are not receiving the password reset emails.

    It shows in our logs that the verification email was successfully sent to your account email. If you are not able to receive the email, I suggest you whitelist JotForms IP Addresses and Domains listed here:

    Whitelisting-JotForm-IP-Addresses-and-Domains

    We greatly appreciate your cooperation and understanding in this regard.

  • Profile Image
    Jeanelle 
    Answered on January 06, 2022 at 01:16 AM

    Hello,

    I added/whitelisted as directed. I am still locked out of my account. I also verified my email address. The password reset emails are still not coming through. Can you change my email address on your end to my secondary email on my account? ruleout19@gmail.com


  • Profile Image
    Saeed_K
    Answered on January 06, 2022 at 02:40 AM

    Hello @Jeanelle,

    We sincerely apologize for any inconvenience that this may have caused.

    I've checked your account and it's currently not locked and you should be able to login. Could you please try to log in again? Please make sure you are trying to access your account with the correct password used.

    If you receive any error please provide us with a screenshot of the error message so we can have more insight into the issue. You can check this guide for the steps on how you can post screenshots here in the Support Forum.

    Our support team awaits your response and looks forward to assisting you further.