- Jill EngelsmeierAsked 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: email@example.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?
- JotForm SupportNik_CAnswered 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.
- JillAnswered 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?
- JotForm SupportNik_CAnswered 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.
- JillAnswered 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 firstname.lastname@example.org 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 email@example.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 firstname.lastname@example.org???
- jillAnswered 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.
- JotForm SupportNik_CAnswered 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.