What is JotForm?
JotForm is a free online form builder which helps you create online forms without writing a single line of code. No sign-up required.

At JotForm, we want to make sure that you’re getting the online form builder help that you need. Our friendly customer support team is available 24/7.

We believe that if one user has a question, there could be more users who may have the same question. This is why many of our support forum threads are public and available to be searched and viewed. If you’d like help immediately, feel free to search for a similar question, or submit your question or concern.


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    Problems with user account

    Asked by Daniel on May 26, 2015 at 03:23 PM

    I can login using my email address: daniel@colorsystem.com.br, but when I choose the option to chance my account settings I have to enter the account guest_50697200355049, and that is definetly not easy to remember. I have tried to change my password several times but the old one persists. And I tried to send invites to add sub users but they never receive the invitations. When I go back to the user page, the sub user I created is not there anymore.

    user account
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    JotForm Support

    Answered by BJoanna on May 26, 2015 at 04:41 PM

    Considering that you can not log in and that you have upgraded guest account, can you please provide us username that you want to use and we will change it for you.

    After changing username we will check your account and provide you an answer on other questions.

    Looking forward to your reply. 

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    Answered by guest_50697200355049 on June 01, 2015 at 05:03 PM

    Hi, I have aswered the e-mail, but it seems the reply doesn't complete these subject in the forum, I'm answering again as follow:

     

    If possible please use my email as username – daniel@colorsystem.com.br

    If not possible, please use one of the following:

    colorsystem

    dsystem

    drberlanga

     

     

    Thank you,

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    JotForm Support

    Answered by david on June 01, 2015 at 06:19 PM

    Since you are currently using a "Guest" account, we cannot change the username.  Though your account is upgraded, you would need to first register an account, then we can transfer your forms and subscription to that account.  If you register using the same email address you used previously, your forms and subscription may be transferred automatically.  You can select any user name you would like during the process.

    If the forms and subscription are not transferred, just let us know your new username and that you would like to forms and subscription transferred from "guest_50697200355049" to your registered account and we will take care of it as soon as possible.

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    Answered by guest_50697200355049 on June 02, 2015 at 11:18 AM

    Let me try to explain in another way.

    I had tried the free service, and by that I suppose I got a guest account. Then I have upgraded to a payed version. Since then I can see my forms either by using the account guest_50697200355049 or my email: daniel@colorsystem.com.br, but I can't access the user profile page. So it seems that a problem has occured during this account upgrade from the free to the payied version.

    I need to change my password, I need to include sub-user accounts but I still can't. Please check my account for possible misconfiguration.

     

    Thank you

     

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    JotForm Support

    Answered by david on June 02, 2015 at 11:40 AM

    Since no log in information was created with your account, there is no log in information present.  You will not be able to log in to your account since it is a "Guest" account.  Our system should not have let you upgrade a Guest account with a subscription but occasionally it does in error.  If you do not register an account, you will not be able to log in, edit forms or add sub-users.

    If you register an account, we can move your forms and subscription to the registered account.  Once you register an account, you will have log in information.  Since there is no log in information for Guest accounts, even if they are upgraded with a subscription, we cannot give you access.  Register an account and let us know once you have registered so we can move your forms and subscription.  If you do not register an account, you will not be able to access your account settings no matter what we do for your current Guest account.

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    JotForm Support

    Answered by david on June 02, 2015 at 11:56 AM

    Since you have upgraded your other account, it may not allow you to create another one with the same address.  Do you have another address you can use in the mean time?  You can change to your original address after registering.

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    Answered by colorsystem on June 02, 2015 at 12:02 PM

    Ok, I just created an account with the username: colorsystem

    Can you please move my payed plan and forms to that account?

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    JotForm Support

    Answered by david on June 02, 2015 at 12:10 PM

    I have moved your forms and subscription to your registered account.  You should now be able to use all the functionality of your account and forms.  My apologies for any frustration this may have caused.

    If there is anything else we can help you with, just let us know and we will be happy to assist you.

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    Answered by colorsystem on June 02, 2015 at 12:31 PM

    Problem solved. Thank you very much.

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    JotForm Support

    Answered by BJoanna on June 02, 2015 at 12:45 PM

    You're welcome.

    Feel free to contact us if you have any other question.