Logged in but it seems like it's a different account

Hi,

There's something wrong with my account: When logging in i don't see my own forms but the one that belongs to another account that is often used on the same computer.

I can't open that form though, and the user icon on the upper right corner doesn't look normal either.

What seems to happen here?

Thanks in advance,

Lea

Hi Lea,

Thanks for reaching out to Jotform Support.

In looking up your email you've provided lea.boesch@sik-isea.ch I'm unable to find any account associated with it. Can you provide us a username, email or a link to a form on your account so we can try to look up your account.

Once we hear back we'll be able to move forward with a solution.

Hi,

E-Mail: lea.boesch@sik-isea.ch (Yes!)

Username: I think it's lea.boesch but i can't verify since i can't log into my account

The account has two forms: Fragebogen zum Forschungsprojekt «Akteure und Akteurinnen des Kunsthandels in der Schweiz» von SIK-ISEA (jotform.com) and Fragebogen zum Forschungsprojekt «Akteure und Akteurinnen des Kunsthandels in der Schweiz» von SIK-ISEA, Mai 2022 (jotform.com)

Thank you for clarifying this issue!

Lea

Hi Lea,

Thank you for the information, the email address that you would want to use to log in is: guido.lombardini@sik-isea.ch

If you don't remember your password please do a password reset by following this tutorial:
https://www.jotform.com/help/489-how-to-reset-jotform-account-password/

Please let us know if you require any further information or assistance.

Have a fantastic day.

Please change the email address back to lea.boesch@sik-isea.ch.

Why did this happen?

Hi,

I do apologize for the inconvenience but for security reasons we cannot change the email address on accounts, you would have to log into the account with that email address and change the email address by following this tutorial:

https://www.jotform.com/help/1271-how-to-change-your-account-email-address/#:~:text=Hover%20on%20your%20profile%20picture,Profile%20Page%2C%20click%20on%20Edit.

Please let us know if you require any further assistance or information.

Have a fantastic day.

I have to say that I'm not happy with this incident and the support received after it.

This account was created with email address lea.boesch@sik-isea.ch. Either your support team or an automated process changed it to guido.lombardini@sik-isea.ch, even without asking for a confirmation from my side. Guido Lombardini is a colleague who helped with some technical questions and wrote a support ticket containing his email address while being logged in as me in the browser. This in no way justifies the change of email address! I find this incident highly problematic. It's not the first time that i'm experiencing inexplicable events with Jotform. An upgrade to a paid tier seems highly unlikely in the light of this.

Hello leaboesch,

I have checked your account email change activity logs and the record says that your account leaboesch was created with the email address guido.lombardini@sik-isea.ch. You can review your account email change activity logs on this page.

Here's a sample screenshot of the activity logs for change email:

Reach out again if you have any other questions.

I am very sorry, but this simply is not true. I know for a fact that i created that account, created forms on it, and the unsolicited change to guido.lombardini@sik-isea.ch happened sometime last week.

There is an error in your process, please forward this to your technical support.

Hello Lea,

I checked the account under the username leaboesch and the email address associated is lea.boesch@sik-isea.ch. Please try to log in. If you would need to reset the password, let me take you through it:

1. Go to the Jotform Main Page and click on Login.

2. On the login screen, click on Forgot Password.

3. Enter your email address and then click on Send Reset Instructions.

You'll get an email with instructions about how to reset your password.

4. In the email, click on Reset Password.

5. Enter your new password, enter it again to verify it, and then click on Create a New Password.

Let us know if you need further assistance.

Please read the full conversation before suggesting obvious steps...

I managed to change the email back to lea.boesch@sik-isea.ch. Now i have access to the account again.

The problem is that the whole thing happened at all. This is an error or a bug and needs to be checked. I know that mistakes happen and that's ok, just don't leave me in a 1st level support loop when there's an actual issue caused by Jotform. And i think that account emails changing by themselves without a trace is serious enough to be forwarded.

Hi Lea,

Thanks for getting back to us.

I would advise enabling the setting Require verification to change email address, then if someone tries to change the email, you'll need to verify it in the email associated with the account first. This will prevent any email changes without your consent.

Give this a try and let us know if you have any other questions.