Account Suspended for Using Password Field

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    Asked on November 15, 2011 at 02:02 PM

    Can the Owner / Developer help me please - this is important

    I tried to log in only to get a message saying that my account had been suspended due to violation of Terms & Conditions. I made an enquiry and was told that my form had been pulled up by anti-phishing software as "malicious activities" because I had requested an Email and a Password. The email and the password were however on seperate forms. One form used a password field only, the other form used an Email & text field only - both with a submission button, both destined to be used on different websites.

    I sent an explanation of why I needed to use the password field as requested. I got another back telling me that "The reason why it was disabled is because one of your forms is asking for some sensitive information like account password. This violates the terms of use of JotForm..a password field is not usually needed.."

    The password which I expect my customers to enter is a password which I have given to them to access specific pages on my website - Im not requesting their bank details now am I? So basically the reply which I received states that I have violeted the terms & conditions by using a form field which is freely available from Jotform but which most people don't need. That's it in a nutshell. If using the password field results in your account being disabled by default then why provide it? After all it can't be used can it? and now I've lost all my work and it seems that it is "not usually needed" either?? so why is it there?

    I've not received a reply to my email asking when I can have access back into my account, nor have I breached any terms & conditions - ALL I HAVE DONE IS USE ONE OF THE FACILITIES THE SITE OFFERS. The form hasn't even gone live yet. Can someone *please reply* and resolve this situation as I have now lost my work to date through this and I have to get it resolved. Customer service should be better than this if anyone is actually bothered about building jotform's services & reputation. My account has been suspended because I used a service which YOU offer.


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    Answered on November 15, 2011 at 07:52 PM


    We have to treat any forms that look in anyway suspicious with extreme caution. Unfortunately, some users who are using JotForm for totally innocent purposes may see their accounts and forms flagged by our phishing detectors. Now, even having had a look at one of your forms in particular , and taking on board your response above, questions do remain: Can you link us to the URL where you have your forms embedded? Your form looks very suspicious. Also, why would you need  this type of forms in which it normally process user inputs and without any conditions set?

    I have unsuspended your account for the meantime so that you can delete the said form.  We will be monitoring your account until the form is deleted or until we proved its usage. Thank you so much for understanding and have a great day!

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    Answered on November 16, 2011 at 05:43 AM

    @ idarktech - The account is still suspended, I can't log in. Could you unsuspend as above.

    There is nothing suspicious about my form, but since I can't log in, I dont know exactly what you are referring to. As I said I am still building my site so this form is not live. The form which requested "project Reference" will be used to direct my customers to their own area on my website. That is all.

    I understand that some people may use forms to collect people's private data, but Im not one of these people and surely you can see that from the field requested compared to the links Ive seen on here for phishing where the forms pretend to be another company, I run a design business and this has proved to be most inconvenient as I can't get my site finished. Seriously I would not have gone to all this effort trying to retrive my work if my activities were underhand. Please can you allow access back into my account, I have work to complete today.

    So many problems because I used a form field which you offered - you would be best just to remove this facility since it causes so many problems. Additional work for you chasing people who use it and time wasted for genuine customers who need this facility legitimately. I hope my comments are of value to your company becuase the steps you take to deal with illegal activities should not affect valuable customers and this is affecting my business too because I can't complete the build.

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    Answered on November 16, 2011 at 05:54 AM

    PS - as in my email there were conditions set, I plan to use the conditional formatting function to direct customers so specific folders on my hosting. Since Ive not finished the build ive not finished inputting the conditions either and experimenting with it, I am still at the testing stage with it. I dont remember what was set the last time I clicked save. 

    This is *VERY* frustrating, I am being treated like a criminal not a customer.

    The form you are referring to is incomplete and not even live. CAN SOMEONE PLEASE JUST RESOLVE THIS.

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    Answered on November 16, 2011 at 09:13 AM

    I have checked your account and I saw one form that asks to enter an email and password to login.  A login form does not need to save these data if the purpose of the form indeed is to login and JotForm do not have a login facility for forms.  Also, if you were to use this as a login form but still uses JotForm's facility to collect the data that was submitted, do you think the actual logging in would work? 

    There are other means to use a password field, not only for logging in.  If you are the one who provided the password, may I ask why do you need the email address?

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    Answered on November 16, 2011 at 09:34 AM

    No I don't need the Email address. This is what Im confused about. The form which I'm sure you are talking about asks ONLY for a "project reference" this made use of the password facility on jotform.

    Its a client project reference which I issue the client with - they then use it to be directed to a specific area on my site to see that particular project. THAT IS THE ONE AND ONLY FIELD ON THE FORM "PROJECT REFERENCE" as i have said so many times before.

    But like I said - since I can't log in and you can, then i can't see it, amend it or delete it if it is no longer needed. ***CAN SOMEONE PLEASE PLEASE PLEASE JUST GIVE ME ACCESS BACK TO THIS ACCOUNT. THIS IS WASTING SO MUCH TIME*** The form isn't live, if it asks for both an email and a password then ive created it in error, but Im just going round and round in circles repeating myself - you're asking me questions about a form ive not seen in over a week, maybe a fortnight.

    I received a message saying that my account had been reactivated - but it hasnt been CAN SOMEONE PLEASE JUST RESOLVE THIS IN THE NEXT RESPONSE, IVE SPENT NEARLY 24 HOURS TRYING TO GET BACK IN. You want this form in question amending or removing but how can I do that if I have no access? This service is shocking.  Im being treated like Im a criminal just for using your service. Please don't just reply saying it is "suspicious" once again. Give me access back instead so I can do something about it. This is causing a lot of disruption to my website build and I am very unhappy about the level of service I am receiving. Can someone please simply action a resolution.

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    Answered on November 16, 2011 at 09:51 AM


    There is 30odd submissions on that form with P.W and the email address. I cant understand why or what that form was or has been used for even having read all your protestions on this thread. 

    You still havent given us a decent reason why you had it in the first place, saying you know nothing about it or you created it in error when it has clearly already been in use, just raises even more questions. 

    Also, All 4 of your forms on that account are VERY basic, they would take 1 minute to recreate. Why is it so important to get access to the account for those 4 forms?

    We are not taking any chances, that account remains suspended. 

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    Answered on November 16, 2011 at 10:23 AM

    What are you on about 30 odd submissions? the form has not been used only for testing maybe 5 or 6 times, most certainly not 30. This is simply not possible and there is only me and jotform who has access to the account. It did not have an email address and a password on the same form.

    I do not have "30 odd submissions" to my email inbox - I have now checked my Email inbox. there were 6 submissions. Not 30, I would have recieved notification of them and as I keep saying the form is not live.


    THEN FOUR SBUMISSIONS ON THE 7TH NOVEMBER AND 2 SUBMISSIONS ON THE 9TH NOVEMBER. All testing whether it worked. That doesn't add up to 30. It adds up to 6.

    so where have the extra 24+ submissions come from?

    Yes maybe the forms are simple which are on there, but it all just wastes my time when I have done nothing wrong. The customer service has been disgraceful and my suspicions are raised as to the security of the accounts if there have been 24 or more submissions which Im not aware of. Or perhaps it is just something else to say since Im not in a position to check the data. I do hope you treat all your customers in the same way across the board - paying or otherwise and I do hope whoever runs this service is interested in the comments raised.


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    Answered on November 16, 2011 at 12:50 PM

    As we have looked up your email address, this is associated with a username 'jiflemon'.  On this account, it has a form entitled "You are Welcome".  This form asks for an e-mail and a password and it claims to be a login form, asking a user to log in to view a picture.  This all in all has 39 submissions in total. 

    If this is not your username, can you please tell us what it is so we can look into it?


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    Answered on November 16, 2011 at 01:56 PM

    Hello. Thank you for your reply. I know most definately I do not have a form by this name.

    There should be one form which asks for "Email" and "Enquiry" and a second form which asks for "Project Reference" and this is the one where I used the password field and conditional formatting. That is all that I have needed to create. I have absolutely not created a form called You Are Welcome. And I have not created a form which asks for Email & password on the same form. Nor will my form(s) point to picutures.

    jiflemon[at] is my Email address, I dont know whether this makes jiflemon my username on jotform or not, but this is most certainly not a form which I have created. Both of the forms which I have mentioned above are not live yet - they have only received test submissions as my site build is not finished. They are not available to the public and could not have received 39 submissions. I have checked and checked my inbox - I have my 6 test submissions that I mentioned before and this is all. You are welcome to receive a screen shot if you wish.

    So this is not my form. Are you absolutely sure it is on the account associated with that Email address? and not someone with that username on a different Email address? How could someone have got into my account??  This is very concerninng to me.

    Can you not see from the form in question what Email address the confirmation emails from it are going to? or which URL it has been published on? Because it is not published on my site and not pointing to my Email address either or I would have been aware of it. Could you please look into this as soon as possible. If you have the correct Email address then my account is obviously being used by someone else and I have certainly not given the password to anyone. Why would someone want to do this? when opening an account is free anyway?

    Please help.

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    Answered on November 16, 2011 at 02:22 PM

    Thank you for this clarification.  I have now unsuspended your account.

    For the mean time, please do not delete the form in issue as I will submit a ticket to our development team for them to take a look at the form that caused your suspension.  I have placed it in a separate folder to be easily identified.

    Thank you for your patience and understanding, and we sincerely apologize for this inconvenience.

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    Answered on November 16, 2011 at 02:40 PM

    Thank You for your reply. I have logged in and have seen the form in question. No it is most certainly not mine.

    But this I suppose means that my account is not secure? How has someone got into my account and created this? and moreover WHY would someone hack my account for a free service when they could just create an account themselves?

    I know you have said that you will submit a ticket to the development team and maybe I will get  some feedback from that (I hope) - but I just wondered if you could offer some insight as to why someone would do this? Perhaps there have been instances before which you have experience of? Because their motivation is lost on me. Are my own forms on this account safe to use or not?

    And my own form which asks for 'project reference' and uses the password field with conditional formatting (this is the form which I presumed this whole thing was about the whole way through) is that sytle of form still usable? or is my use of the password field liable to cause problems?

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    Answered on November 16, 2011 at 03:12 PM

    We have deleted the form. Unfortunately, we do not have the answers you are looking for. We will investigate this issue. 

    On your second question: Please open a new thread and include the URL of the form you would like us to check if it is OK. Thanks. 

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    Éder Martinez dos Santos
    Answered on November 25, 2011 at 10:23 AM

    Good afternoon!
    I can not access my account. My form is still active on my site but when I try to access my account appears an error saying the username or password are wrong but when I try to restore my password the system will not recognize my email.

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    Answered on November 25, 2011 at 10:35 AM

    Please create a new thread for your issue Eder. We will get it sorted out. Thanks!