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

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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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    Why I can not login, email address not recognized?

    Asked by Jill Engelsmeier  on April 04, 2016 at 03:35 PM

    I am unable to access my account.  When I try the password recovery option it says my email address is not recognized in the system:  jill@dallasspanishhouse.com


    Here is one of the forms previously created on the account:



    Can you please help me figure out why I'm unable to login or recover my password?


    Thank you!

  • Profile Image
    JotForm Support

    Answered by Nik_C on April 04, 2016 at 06:20 PM

    That form is under another email address which is: ca***rine@dalla****nishhouse.com. Please use that email to access your account or to recover your existing password.

    Please let us know if you have further questions.

    Thank you.



  • Profile Image

    Answered by Jill  on April 05, 2016 at 01:38 PM



    That form may have been created with the sub account based on the email you specified.  However, my email is the primary one used to create the Jotform account.  Yet it seems it is "not found" when trying to do password recovery.

    How do I regain access with the primary email address jill@dalla****nishhouse.com?

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    JotForm Support

    Answered by Nik_C on April 05, 2016 at 02:08 PM

    Unfortunately, we can't recover your account because there is no link with the ca***rine@dalla****nishhouse.com. You can ask the person in charge of that account to make a request from us to transfer the forms to your account.

    Please let us know if you need further assistance.

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    Answered by Jill  on April 05, 2016 at 02:36 PM


    Maybe I'm not explaining my issue accurately.  Our school, Spanish House, signed up for and have an annual plan for Jotform.  This was created and based off my jill@dallasspanishhouse.com email address.  Up until recently this is how I accessed and maintained our school account.


    Under that account we have sub-users.  One of those is Catherine who you referenced from the form link I sent.  Catherine's account is not the primary email address.


    I used to be able to log in with jill@dallasspanishhouse.com and now cannot.  I have tried to use password recovery but it says my email is not found.


    Are you telling me there is no account record in existence for jill@dallasspanishhouse.com???

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    Answered by Jill  on April 05, 2016 at 02:51 PM

    What account do you show this form being created by?  https://form.jotform.com/53336221940954


    I'm hoping this is one of my original forms created under my jill@dsh email address.

  • Profile Image

    Answered by jill  on April 05, 2016 at 03:02 PM



    I figured out the issue.  Apparently someone at the school updated the account profile to remove my jill@ email address and replaced it with catherine@.  At the same time setting up the username for logging in.

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    JotForm Support

    Answered by Nik_C on April 05, 2016 at 03:05 PM

    I'm glad you were able to resolve the issue on your own. 

    Please let us know if you need any further assistance.