Unable to login to our Jotform account

Liebes Jotform Team,

leider haben weder meine Kollegin (annalena.jochum@redbullperformance.com) noch ich (maria.mayer@redbullperformance.com) aktuell Zugriff auf unseren Firmenjotform-Account. Der Login ist trotz korrektem Passwort bzw. Änderung des Passworts nicht möglich. Handelt es sich hierbei um ein generelles Problem oder liegt dies an unserem Account?

Vielen Dank für Eure Hilfe und liebe Grüße

Maria

Hello Maria,

Thanks for reaching out to Jotform Support. Unfortunately, our German Support agents are busy helping other Jotform users at the moment. I'll try to help you in English using Google Translate, but you can reply in whichever language you feel comfortable using. Or, if you'd rather have support in German, let us know and we can have them do that. But, keep in mind that you'd have to wait until they're available again.

Let me now help you with your issue. I verified your colleague's email address and her email address was created and deleted today, whereas yours was just a guest account. Since you mentioned the company's Jotform account, could you please confirm if you're referring to an Enterprise account?

As soon as we hear back from you, we'll be able to help you with this.

Hi Mary,

thanks for your help. English is fine too :-)

Yes, I am referring to an enterprise account which we are using with the above mentioned e mail addresses.

Hi Mary,

could youe please get back to us within the next hour?

We would urgently need to access jotform by the of the day.

Thanks

Maria

Hello Maria,

Thanks for getting back to us. I'm sorry you are having issues accessing your account. As you're subscribed to an Enterprise plan, I have escalated your issue to our Enterprise team for further assistance. Someone will get back to you shortly with an update.

Let us know if you have any other questions.

Hi Maria,

I'm sorry you're having an issue logging in. I've unlocked both of these accounts, can you try clearing your cookies or using a different browser and trying to log in now?

Let us know if you're still experiencing any issues logging in after.

Hi Parker,

thanks for getting back to me.

We have cleared the cookies and tried with another browser but the problem is still reocurring. Any othe suggestions?

Thanks

Hi Maria,

Thanks for getting back to us. Can you provide additional information as to what's happening? I'm not seeing that either account is locked now, and the last activity was annalena.jochum@redbullperformance.com account logging in. What browser did you also try? I'm hearing Edge is working for users to get logged in.

Once we hear back we'll be able to move forward with a solution.

Hi Anthony,

if we try to login it tells us, that our password is wrong. We have both resetted our PW so a wrong PW can't be the issue.

We have tried chrome and edge browsers.

Hi Maria,

Are you using Enterprise login and password reset page redbullperformance.jotform.com/login? I'm not seeing any login attempts for maria.mayer@redbullperformance.com today. I do see that annalena.jochum@redbullperformance.com has logged in. Is this not the case?

Please try resetting your password again, and then share screenshots of your login error if you're still receiving it.

Hi Parker,

yes that's the page we used. I have not been able to login since yesterday. Anna-Lena has also not loged into the enterprise account today- maybe her login is from last night? This was the last time she was able to login.

Hi Maria,

Thanks for getting back to us. I see your account got locked and I've unlocked it again.  Please try logging in using Edge and an inPrivate browser session to see if you can there.

Give this a try and let us know if you're still experiencing any issues logging in.

Hi Parker,

it works now, thanks a lot for your help!

Bet wishes

Maria

Hi Parker,

one more question: will it be possible again to also log in via a non private browser?

Thanks!

Hi Maria,

Yes. Could you try clearing out your browser cache and try to log in afterward? You may check out this guide on how to clear your browser cache.

Give it a try and let us know how it goes.