Account not found error

One of our forms keeps giving users an "Account Not Found" error. I see an article on an error like this with Blue Pay Integration, which this form has, but I so no solution to the problem. The affected form is 2024 Indiana Safety Summit Sponsorship Opportunities.

I entered their cc information myself and I got the same error.

Do you have a solution?

Hi Utility Arborist Association,

Thanks for reaching out to Jotform Support. I've checked out your 2024 Indiana Safety Summit Sponsorship Opportunities, it is currently connected with the Blue Pay integration. Can you please disconnect from your current integration and re-connect? It will refresh the connection. I've cleared your form caches; your forms are now refreshed. When I cloned and tested your form, I could not replicate an issue from my end using my Blue Pay's sandbox (test) mode. Do note that, for the testing, I changed the pricing for the sponsorship to test thoroughly the form.

If the issue persists, can you please share with us the screencast using Loom or any other screen recording software. You can share the link here, and we will be able to check it out.

Let us know how it goes.

I am not sure why we would turn sand box mode on..... this states that it does NOT charge real credit cards so what does that mean??? It was set to do a purchase order is what I am seeing so turned that off.

Hi Utility Arborist Association,

Rest assured, we’ll find a solution for this. Can you share with us a screen recording of what’s happening so we can try to replicate it on our end? You can share the video recording on any public sharing platform like Google Drive or Dropbox, or you can simply use Loom to record the video and share the video link with us.

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