Persistent Access and Editing Issues with Specific Jotform Folder

We are facing a critical and ongoing issue with our Jotform account that is severely impacting our operations. Several team members are unable to edit or even view forms within a specific folder named "AITC". This problem has been persistent for over a month despite multiple attempts to resolve it through a private support request.

Here’s what we’ve tried:

• Removing and re-adding affected users to the forms and folder.
• Clearing browser caches and attempting access from different browsers.
• Creating a new folder to test if the issue was with the original folder. Unfortunately, the new folder did not resolve the issue.

The inability to access and edit forms is only affecting certain users, not all. This inconsistency has made troubleshooting particularly challenging. We rely on Jotform daily, and this issue has stalled many critical projects.

By making this support request PUBLIC our hope is this will allow community members to respond and offer any suggestions or insights they might have. Has anyone else experienced similar issues? Any advice or troubleshooting steps that might have been overlooked would be greatly appreciated.

Additionally, we are urging Jotform support to prioritize this matter as it has become a significant bottleneck for our operations. We are considering moving platforms if a solution is not forthcoming.

Thank you for any help you can provide!

Hi WebServ,

Thanks for reaching out to Jotform Support. I'm really sorry that this is happening. I understand that this is frustrating for you and that it is taking longer to solve than expected. I see that your issue has already been escalated in this thread and our Developer team is working on a solution as fast as they can. Rest assured that we’ll get back to you with an update as soon as we have one.

Thanks for your patience and understanding. We appreciate it.

Yes, we were told it was escalated but we are not confident this will be resolved anytime soon (it has been over a month) and Jotform is unusable by some of our team. We created a Public thread so it would bring awareness to other Jotform users that there is a serious issue and allow other Joform users to offer suggestions to help us clear this up sooner rather then later. I see now that this thread has been marked Private? Why?

Hi WebServ,

We're sorry to hear about your experience. Most of the time, tickets are set to private when it contains sensitive details that could potentially breach the customer's privacy. As requested, we have set the thread to Public. As for the issue you're experiencing, we're really sorry that you're having difficulties with this. Rest assure, we're looking into it, and we'll update you as soon as possible on your existing ticket here.

In the meantime, let us know if you have any other questions.

I am following up on this thread as it is still set to Private. This is becoming a HUGE issue for us as now we have multiple users that this is happening to. We really need a resolution and need some options. We cannot wait indefinitely.

Hi WebServ,

Thanks for getting back to us. I've gone ahead and unmarked the thread from being private. I sincerely apologize for the inconvenience and frustration it has caused you. While I understand the importance of timely resolution, I want to assure you that we are exploring all possible avenues to expedite the process. In the meantime, I will keep you updated on the progress of our investigation and any developments regarding the resolution of the issue.

Reach out again if you have any more questions.

Do you have any updates?

Hi WebServ,

There have been no updates from the developer team. I understand that this is taking some time to resolve. Rest assured that the escalation ticket is already prioritized, and we will notify you as soon as there is an update. 

Thanks for your patience and understanding.

Do you have any updates to share? Another month has gone by with no updates.

Hi WebServ,

I understand that this is taking longer to solve than expected. Although we don’t have a solution yet, rest assured, we’ll keep working on this until it's resolved. We’ll get back to you as soon as we have an update.

Thanks for your patience and understanding, we appreciate it.

Has then been actively worked on or is sitting in a que "prioritized"?

Hi WebServ,

Our Developers are working on this as fast as they can. As soon as we have an update, we'll let you know. For better visibility, we suggest sending us your messages on your original thread here. Thanks for your patience and understanding.

In the meantime, let us know if you have any other questions.

It looks like this thread has been marked private again. Please make this public so other users can be made aware of a situation that has remained unresolved for over 5 months. We have been extremely patient as this is a critical issue that affects use of the system. We are long term customers.

Hi WebServ,

I've gone ahead and marked this thread as Public. We really appreciate your patience and understanding while we’re looking into this.

Let us know if you have any other questions.