Locked out - reached login attemp limit

original title: Locked out - need access resotred

Hello!

I am locked out my Jotform account and not sure why. It is possible I was working with some account settings (adding sender email address to SMTP settings) and that may have tripped my login attempt limit. Don't know. It says I need to wait a few hours to get back in, but I need access as soon as possible. Please respond to my email address as I cannot make this private without being able to log in and I don't want to list my username in a public posting.

Can you please have my access restored (without having to change my password)?

Thanks!

Tom

Hello Tom,

Thank you for reaching out to Jotform Support. I've set this Support Ticket to Private. Allow me to inform you that the status of your account named greenhousecoschool is good in standing, for additional measure I've flushed your login attempts counter. Can you try log in again and see how it goes?

Reach out again if you need any other help.

Sigit, I appreciate your looking into my issue. But nothing has changed. I have cleared all cookies and opened a new private window. Same error message. (See below) I cannot get into my account. Oddly, I am able to access it from the JotForm app on my phone; but that's a tedious way to build a form.

Tom

Hello Tom,

I’m sorry you're having issues with log in to your account. I've once more flushed your login attempts only this time I added your last IP address (73.8.160.57) as parameter to flushed your login attempts.

To isolate the issue, could you try log in from a different browser and also clear the browser cache, if needed please try from another device (i.e. your mobile phone browser) and see how it goes.

Keep us updated and let us know if you need any more help. 

Hi Sigit,

I opened up a new browser (Chrome), cleared all cookies and cached data, and received the same result.

I attempted to login from a colleague's computer, same result.

I attempted to login from my phone, same result.

I am able to use the JotForm App successfully on my phone; but certain features of Form Builder do not appear to be there. For example, I cannot see a way to preview the form I am working on. Also the arithmetic operators for calculating a field do not appear. So it is not a satisfactory work-around.

Hello Tom,

I have flushed your login attempts again on my end. Before escalating this to our development team, can you please try opening Jotform in an incognito mode? If the issue still remains, please send us a screenshot of the console log as support for the persisting issue you have encountered.

Give it a try and reach out again if you have any other questions.

1. Closed all browsers.
2. Opened new private session in FireFox.
3. Cleared all cookies and cached data.
4. Opened JotForm login screen
5. Attempted login. FAILED
6. Opened console and took screen shot below.

I generally stay logged into JotForm for multiple days. I noticed when asked to login today that the login page is different from what I recall seeing in the past. It never used to render SSO options before. I always was presented only with JotForm login username and password fields.

I mention this only in case the change on JotForm's end may be part of the issue.

Later tonight, I will try logging on from home. All logins today (laptop and mobile) have been through the business wireless network. (For the record, no one in the office reported any issues with the network today.)

Hello Tom,

I'd suggest you to wait a little bit more without attempting to log in again, as every new login attempt may delay your ability to access your account. You may try in a couple of hours, and let us know if you still can't log in to your account.