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.

  • Profile Image

    Sub User Issue

    Asked by KnoxAdmin on October 21, 2016 at 10:52 AM

    Hi - Ross Davis from Knox College in Galesburg, IL writing.  

    We have a problem with one of our sub-uses.  The following is a blow by blow account of the situation.

    eafrakes@knox.edu had a free account while we were initially evaluating JotForm.  

    - After we adopted Jotform I added eafrakes@knox.edu as one of our sub-users.

    - When she tried logging as eafrakes@knox.edu she continued to get her free account.

    - I contacted Jotform yesterday and requested the free eafrakes@knox.edu be removed.

    - Yesterday, I also removed the eafrakes@knox.edu as one of our sub-users 

    - She was notified overnight that her account had been deleted.

    - I recreated her eafrakes@knox.edu sub user account this morning.  She  has yet to receive her acknowledgement email from  Jotform on the creation of her "new" eafrakes@knox.edu account.


    Do we need to have you remove all instance of eafrakes@knox.edu?  Or is there another course  of action we need to take?



  • Profile Image
    JotForm Support

    Answered by david on October 21, 2016 at 11:44 AM

    It looks like our staff mistook remove as a sub-user as remove the account.  Since the account was still in the holding period before actually being deleted, the account was still in our system.  This was blocking the ability to add the same email address as a sub-user.

    I restored the eafrakes@knox.edu account and that account should be able to access the shared forms once again.

  • Profile Image
    JotForm Support

    Answered by david on October 21, 2016 at 12:48 PM

    1) When Emily looks as the details of her account is says "Free Account".  Is this typical for all sub-users?

    All sub-users will show at their own current account level, not at the subscription level of the account that has shared forms with them.  As long as the forms they are creating are in the shared folder, they will be created in the upgraded account and subject to the upgraded limits.

    2) When using Chrome as her browser on Windows 8, when she attempts to edit a field, she does not get the "Complete" or Edit HTML button.  Weird!  Cache cleared, etc.  Restarted computer (a Suface Pro).  Does work in Firefox.... Thoughts?

    Their may be something in their browser blocking the resources to load those buttons.  Using a different browser works because those resources are no longer being blocked. 

  • Profile Image

    Answered by eafrakes on October 21, 2016 at 12:55 PM

    Thank you for clarifying these questions.  Consider these issues as closed.

    I'm most impressed with your product and the tech support offered.  Good Job!!!

    Ross Davis

  • Profile Image

    Answered by Irshad on October 21, 2016 at 02:17 PM

    On behalf of my colleague, you are welcome. 

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