Suspended Account

  • Ryan
    Asked on June 16, 2024 at 5:54 PM

    To Whom It May Concern:

    This is the second time now in a week it is saying my account is suspended? You all reactivated one time already and said a form was accidentally flagged...now it is happening again?

    How do we prevent this from happening over and over?

    Thank you for your help and time again!

    Ryan

  • Jeric JotForm Support
    Replied on June 16, 2024 at 6:14 PM

    Hi Ryan,

    Thanks for reaching out to Jotform Support. I understand the issue, but I’ll need a bit of time to work out a solution. I’ll get back to you shortly.

    Thanks for your patience, we appreciate it.


  • Ryan
    Replied on June 16, 2024 at 6:35 PM

    Thank you so much!

  • Mafe_M JotForm Support
    Replied on June 16, 2024 at 6:44 PM

    Hi Ryan,

    We have reached out to our relevant team on this case. As soon as we have an update from them we will get back to you.

    Let us know if you have any other questions.


  • Ryan
    Replied on June 17, 2024 at 12:24 PM

    Thank you and look forward to your reply on this!

  • Jemuel JotForm Support
    Replied on June 17, 2024 at 12:40 PM

    Hi Ryan,

    There haven’t been any updates yet, and I understand it's taking some time to resolve. I've followed up with our relevant team again, and we’ll notify you as soon as there's an update. 

    Thanks for your patience, we appreciate it. 

  • PAINBUSTER
    Replied on June 17, 2024 at 1:12 PM

    Thank you again for your reply!

    I am able to login to my account, but

    I am not able to upgrade my plan at all, it is giving me this message:


    Suspended Account Image 1 Screenshot 20 Screenshot 10

    Also, to help clarify things, which hopefully can help with troubleshooting this recurring issue...the last two times, I tried to delete over 100 forms that we no longer use ... but every time you all restore the account the forms are back there in "MY FORMS / ALL FORMS" ... and the last two times when I deleted the forms and then tried to upgrade the account, this is when I get locked out or suspended??

    Look forward to your quick reply on this in order to use our forms as quickly as possible - hopefully can get resolved today as we have been a customer for over 10 years!!


    Sincerely,


    Ryan

  • Jemuel JotForm Support
    Replied on June 17, 2024 at 1:33 PM

    Hi Ryan,

    According to our team, your account was mistakenly suspended by our phishing detector. After reviewing your form, we confirmed that there were no phishing fields present. Your account has been reactivated, allowing you to log back in.

    As for your other question, I've moved that to a new thread to avoid confusion. You can check that out here.

    Please let us know if you need further assistance.

 
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