Unable to change account email address.

I need to change the email address on the account so I can start receiving email responses from my forms.

Hi Tash,

Thanks for reaching out to Jotform support. I understand you'd like to change your account email address. Let me show you how to Change your Account Email Address:

1. While logged in to your Jotform Account, click on your Avatar or Profile Picture on the right side of the page.

2. In the menu, click on your name to open the Account Page in a new browser tab.

3. You can see your email at the bottom of your Profile Page then Click Edit on the right sid

4. Add your new email address and click Save.

That's it. We have a full guide that you can check on How to Change Your Account Email Address.

Let us know if you need any more help.

Hello,

This does not help me, it then sends an email to the old address. Which I can't access as the domain has lapsed! So I need to bypass the 2FA as I don't have any codes.

Hi Tash,

Thanks for reaching out to Jotform Support. Since you mentioned no longer have access to the old email address, we’ll need you to go through our account recovery process to securely update your email. You just need to fill out the Account Recovery Form to proceed.

Reach out again if there’s anything else we can help you with.

Thank you - I have now filled out the form and had it accepted but when I try to login with the new email address, it's still asking for me to authenticate and I don't have the authenticator codes or backup codes. It's not giving the new email address as an option to send a code to.

Hi Natasha,

Can you take a screenshot of what’s happening and send it to us? We’ve got a guide here that’ll show you how to do that.

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

Tash

Hi Tash,

The authentication prompt you're seeing is part of two-factor authentication (2FA), which was enabled on your account and requires an authenticator app such as Google Authenticator, Duo, or a similar app. Since this security feature was set up on your end, we recommend checking any devices where the app may be installed or locating your backup codes, if they were previously saved.

Let us know if you have any other questions.

I don’t have this anymore otherwise I would have been able to do this all myself.

I did mention this previously which is the whole issue

Hi Natasha,

Since your account email address has been updated, you can try to check the 2FA code in the new email address. Could you try to set up the Google Authenticator APP on your phone and access the code using your new email address, c*r**rat*@sw**t*o**se*f.co.uk? This will help you receive the 2FA code and access your account.

Give it a try and let us know if you need any help.