Multiple Signed-in users - Is it possible to remove the authentication code?

  • Jason
    Asked on November 28, 2022 at 9:06 AM

    Hello,

    We just discovered that the sign-in for your service recently changed to require an authentication code and is restricted to a single signed-in user. We utilize this account as an office-wide account with multiple users working on a variety of surveys during overlapping time periods. For instance this morning, I was trying to view the results from one survey while an assistant was downloading materials from another. We've always had the ability to do this before, but now we can't, which is a major interruption to our operations. Additionally, we had only 3-4 different sign-ons before the account was locked for a few hours. During heavy periods of survey usage, this isn't acceptable.

    First, can our access be restored? Secondly, how can we revert back to allowing multiple users at the same time? Or at least unlimited sign-on attempts before getting locked out? If we're not able to, this will likely render your service unusable for our operations.

    Thanks,

    Jason


  • Richard_A
    Replied on November 28, 2022 at 9:21 AM

    Hello Jason,

    Thanks for reaching out to Jotform Support. I'm sorry you're having difficulties with the authentication. Unfortunately, this feature cannot be removed for the security of your account. Note that our standard plans (Free, Bronze, Silver, and Gold) are individual, single-user plans. It is a violation of our Terms of Use to share login credentials with other individuals.

    However, I checked your account and I noticed that you're under our Grandfathered subscription which allows you to have a sub-user account. If you already have existing sub-users, they can still log in on their own account then create forms for the main account, edit forms, and view form submissions.

    Unfortunately, they still wouldn't be able to log in to your main account at the same time as it'll trigger the authentication code. If you need an account that allows multiple users, we encourage you to look into upgrading to Jotform Enterprise. Enterprise accounts can accommodate everyone on your team, while giving you full control and visibility into each action taken by members of your team, for IT audit purposes.

    Thank you for understanding, please let us know if you have any other questions.

  • Jason
    Replied on November 28, 2022 at 9:31 AM

    I'll share this with our business operations to let them know, and they'll decide what we can do.

    In the meantime, can you unlock the account? It still reads we've reached our log-in attempt limit.

  • Richard_A
    Replied on November 28, 2022 at 9:36 AM

    Hello Jason,

    Thanks for getting back to us. I've successfully flushed the login attempts for the account. If the same error remains, try to log in using a different browser and/or clear your browser's cache and cookies first before trying again.

    Check out the guides below on how you can clear your cache depending on your browser.

    Give it a try and let us know how it goes.