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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.


  • Profile Image

    Submission data is blank when accessed from Sub Account

    Asked by sanderhoff on April 25, 2016 at 10:04 AM

    Problems with download of reports

    When I download a report, I get an empty excel-file. It doesn't matter which format, I choose - it's still empty.

    empty report blank data
  • Profile Image
    JotForm Support

    Answered by Mike on April 25, 2016 at 11:33 AM

    Please try to generate a report while logged into the JotFormEU domain:

    https://www.jotformeu.com

    If this does not work, please get back to us.

  • Profile Image

    Answered by sanderhoff on April 26, 2016 at 04:44 AM
    Hi Mike
    It still doesn’t work. Could it be, that I’m a ’sub-user’ of the account?
    Martin Picco, my collegue, is the ‘main user’ and gave me access to the account. He is currently on vacation, but it is important for me to download reports.
    This is the only thing I get, but I have 135 submissions:
    [cid:image001.png@01D19FA3.243EDC00]
    Med venlig hilsen / Best regards,
    Lisbeth Bjerre Sanderhoff
    Marketing Coordinator
    [Ekspres Bank]
    Oldenburg Allé 3
    DK-2630 Taastrup
    ekspresbank.dk
    [Facebook] [icon-you-tube_30x30] [LinkedIn]
    Direct: +45 36 39 57 78
    Email: lisa@ekspresbank.dk
    Ekspres Bank is part of BNP Paribas Personal Finance: bnpparibas-pf.com
    Please note that this message may contain confidential information. If you have received this message by mistake, please inform the sender of the mistake by sending a reply, and then delete the message from your system without making, distributing or retaining any copies of it. Although we believe that the message and any attachments are free from viruses and other errors that might affect the computer or IT system where it is received and read, the recipient opens the message at his or her own risk. We assume no responsibility for any loss or damage arising from the receipt or use of this message.
    ...
  • Profile Image
    JotForm Support

    Answered by Kiran on April 26, 2016 at 08:51 AM

    It is required to be on the same server for the parent user and sub-user in order to view the shared submissions. If the parent user has opted for Europe Datacenter for his account and when you have opted or vice versa,  you cannot view the submissions. I see that you have opted for Europe Data center and the account sharing the forms/submissions has not.

    Please try unchecking this option in your Account settings and you should be able to view the submissions without any issue.

    Please get back to us if the issue still persists. We will be happy to assist you further.