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    Can't log into my account & forms have been deleted

    Asked by laura on January 17, 2012 at 10:58 AM

    I recently e-mailed the links to the forms tied to my account with the referenced e-mail address and received a response from one of our users that the links take you to a page that says the form has been deleted by the owner.


    When trying to log into my account, it says the password is incorrect (I know that I'm entering the correct password), so I click on "forgot password". When I enter my e-mail address, it says the e-mail or username can not be found. When I enter my username, it says that it will e-mail instructions to reset my password, but I have not received an e-mail with instructions.

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    Answered by fxr on January 17, 2012 at 05:41 PM

    Hello Laura,

    In order to help us track down your account, can you provide a link to one of your forms, please?

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    Answered by Laura on January 20, 2012 at 02:03 PM

    Yes- this is where the links used to exist:


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    JotForm Support

    Answered by Mike_T on January 20, 2012 at 06:46 PM

    Hello Laura,

    Please re-check your a********@c**********pot.com email address. Have you received our Forgot Password email on that address?

    Please note that you can restore mentioned form from the trash folder:

    If you need any further assistance on this, just let us know.

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    Answered by Laura on January 23, 2012 at 10:22 AM

    Well, that would be the problem. I have no idea what the e-mail address that you're providing is. The e-mail associated with this account should be:



    And no, I still have not received a link from the forgot password.

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    Answered by fxr on January 23, 2012 at 10:34 AM

    For security reasons, you must try to provide us with some kind of detail that would help prove the account is yours. I hope you can understand that. 

    (I have made this thread private.)

    The email address on the account is : advertising@cyberpowerdepot.com

    Is there any way you can access that email address? 

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    Answered by Laura on January 23, 2012 at 10:41 AM

    Nope - that's not my e-mail. But if you'll look on all the deleted forms - the e-mail on the Notification and the auto-responder both show that the submissions go to remaxallianceadvertising@gmail.com.


    I know this because I can still click on files that have been uploaded via the forms. I also have e-mails from many previous weeks that show that this is my account and not advertising@cyberpowerdepot.com.

    Is there a way for me to send you those e-mails?

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    Answered by Laura on January 23, 2012 at 12:03 PM

    I also still have those e-mails sent around the end of the year advertising for the half-off End of the Year Sale.

    Would that prove that my e-mail address should have an account tied to it?

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    Answered by fxr on January 23, 2012 at 03:12 PM


    I have noticed you are also using the same IP address as the last one to access that account.

    I have changed the accounts email address to: remaxallianceadvertising@gmail.com  and issued a password reset to that email address. 

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    Answered by Laura on January 23, 2012 at 03:23 PM

    Thank you! I got in. However, I've also noticed there are now two extra forms on my account that I didn't create.

    I'm wondering if somehow advertising@cyberpowerdepot.com 's account got merged into mine?

    I don't want to delete their forms - but is there a way to contact them and set them up with a separate account?

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    Answered by fxr on January 23, 2012 at 03:38 PM

    Its all a bit odd this. It is possible that there was some backend glitch and the accounts got merged.

    Yes, I will contact them and have a think about what we can do should two accounts somehow have become merged. 

    Please dont delete their forms. 


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    Answered by advertising on January 23, 2012 at 05:29 PM

    Wonderful. Thank you & let me know if there's anything else I need to do!