Changing email on account

Our Jotform account was set up by an employee who is no longer here.

I have tried unsuccessfully to complete the form to change the email on the account. Your system wants to send a confirmation to the email which no longer exists.

I have completed the form and sent my ID.

Here's the message I received:

Hi,

Unfortunately, we were unable to approve your request due to:

Username is incorrect. The account is not a Starter (Free), could you provide us with the transaction details and also the new email address provided is not available.

If you'd like to try again, please feel free to resubmit the Account Recovery Form.

Best regards.

CAN A HUMAN ASSIST ME?

Thanks,

Mary Durusau

Executive Director, Louisiana Old State Capitol

Mary.Durusau@sos.la.gov

225-219-6117

Hi James,

Thanks for reaching out to Jotform Support. I'm an AI assistant. I'll do my best to help you until someone from the support team is available.

Regarding your request to change the email on your account, since the original email is no longer accessible and the account is not a Starter (Free) plan, we need the transaction details and the new email address you want to use. Please provide these so we can assist you further.

Give it a try and let us know how it goes.

The email connected to the account is Brooke.Goodrich@sos.la.gov

I don't see a tab with account information on it.

What transaction details do you need? The last use of the account was in March and there were 95 submissions.

I want the account email changed to laoldstatecapitol@gmail.com

Hi James,

One of our Support Team members will take it from here to follow up shortly.

Thanks.

Anybody home?

Hi Mary,

I have checked the email address laoldstatecapitol@gmail.com, and I can see that it is associated with a Starter account. It is not possible to change email address of the account associated with another account.

If you've submitted a Jotform account recovery form, you should wait for a reply from the relevant team. Our relevant team will review your details, and get back to you as soon as they can. It's best to allow them the time to do so.

Reach out again if you have any other questions.

Is anyone going to respond to me?

I completed the form, and it rejected my request because it said it was NOT a starter account.

Honestly, this is beyond frustrating.

Hi Mary,

As my colleague mentioned, the email address you'd like to use is currently associated with a Starter plan account. I recommend proceeding with the suggestion provided here to resolve the issue.

Give it a try and let us know how it goes.