Unable to login to multiple devices

I work on two different computers.  I can log in to JotForm on one computer and with the other computer I get a message that I cannot log in.  I have cleared the cache/ history; cleared all passwords from the browser.  Even reset the password on the log in that works by going into my account. I also reset the password using the email link/ password reset.

For some reason, I have two usernames/ passwords but of course, I only have one account. Does this have anything to do with it?

See attached image below. Help, please

You can actually login simultaneously in different devices using the same account.

As per checking, your account SPC11300 is currently locked due to multiple failed login attempts. I have now reactivated your account so you should be able to login again on your SPC11300 account, just make sure that you have the correct credentials.

If you are uncertain, kindly logout on all your devices then request for a reset password. Once done, login to your devices one by one.

How-to-reset-the-password

Meanwhile, you mentioned you have two usernames but one account. Please note that it is not possible to have 2 usernames for the same account. Make sure that you are logging in to the correct account and using the corresponding password for that account.

To ensure that you don't get confused with your multiple accounts, I suggest deleting the other one that is not used. You may also share the usernames in here so we can trace the accounts you are referring to.

Thanks for the reply.  My bad: I don't have 2 usernames; I have username and an email and both can be used to log in.

Thanks for reactivating the locked account!!

gml

Yes you are correct, you can login using either the username or email address linked to the same account.

Glad that you are now able to login to your account.

Should you need any other assistance, don't hesitate to contact us again.

We are still having issues; we can log into JotForms but we are unable to log into the Pre-populate add-on/ app

See the image.

WE will likely need our account reset again.  Thanks.

Once again, we can get into JotForm not this app.  Kind of odd

Thanks

gml

Hi,

We apologize for the inconvenience.

I checked your account and it was locked out again due to multiple login attempts. I have reactivated your account again and flushed your login attempt. I would suggest clearing your browser's cache first as a precaution. 

Let us know if you need any further assistance. 

Thanks for the quick responses!  It still is not working.

1) we have cleared the Cache/ History to the browser

2) We are able to log in on the regular account but when we go to the Prepopulate App we log in and get the following

And then it goes quickly to this window:

It us takes right back to the log in screen

Very frustrating

thanks

Hopefully you can figure out

gml

I have tested the Prepopulate app with our HIPAA test account and was not able to replicate the issue. The Prepopulate app is displaying the forms list without any issue.

As I see the screenshots provided by you, it seems that you are using Lastpass software to store the passwords which seems to be causing the issue. Could you try removing the JotForm account password information from the Lastpass to see if that helps?

Thanks!

Has nothing to do with JotForms; we turned JotForm off and it did not work.  

Everything is fine on my computer but not on this other computer.  

We have cleared the cache; allowed pop - ups; turned off LastPass; removed Chrome passwords, etc....

We are able to log in into JotForm but we cannot log into the app on this 1 computer

Any thoughts?

GML

Is there any anti-virus software installed on the other PC? Also, please see if there is any error displayed in teh browser console that might help in isolating the issue.

https://www.jotform.com/help/453-How-to-get-a-console-report-from-most-common-browsers

We will wait for your response. Thank you! 

Okay... we ran the report....and there appears to be a browser issue; see the image

what are your thoughts and how do we fix?

Thanks

gml

Hi there,

Thank you for the screenshot.

I can't seem to replicate this console error on my end though, would you mind trying to login using a different browser or trying check for an available update for your browser as it may possibly be outdated.

Let us know how it goes.

Kiran gets credit for figuring it out!!

thanks

gml