Pourriez-vous nous aider à rétablir l’accès, s’il vous plaît ?

Bonjour,

Nous avons dû réinitialiser le mot de passe de notre compte hier. Lors de la tentative de connexion, la plateforme demande un code à six chiffres provenant de l’application d’authentification configurée.

Cependant, je n’ai plus accès à cette application et ne peux donc pas compléter l’authentification. Le compte est actuellement bloqué.

Pourriez-vous nous aider à rétablir l’accès, s’il vous plaît ?

Merci d’avance pour votre soutien.

Cordialement,

Joliane Pharand

Hi Jolliane,

Thanks for reaching out to Jotform Support. Our French Support agents are busy helping other Jotform users right now, so I'll try to help you in English using Google Translate, but you can reply in whichever language you feel comfortable using. Or, if you'd rather have support in French, let us know and we can have them do that. But, it might take a while until they're available again.

Now, coming back to your question, to access your Jotform account with Two-Factor Authentication (2FA) enabled, you must provide a one-time password (OTP) from your OTP Authenticator. You can also log in using your Recovery Codes. If you lose access to both your authentication device and recovery codes, you will lose access to your account.

You can still regain access to your account by verifying your identity through alternative methods, such as creating a ticket and completing security checks. Open this link and follow our guide on how to recover if You Lose Access 2FA Device and Recovery Codes.

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

Bonjour Jan,
J'ai bien re votre message.
Toutefois, mon compte est bloqu
[cid:888bc647-6ff6-4e08-991e-70e6b84bf5b5]
Pouvez-vous m'aider avec cette premie ape ?
Cordialement,
Joliane Pharand
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?? Planifiez un rendez-vous avec moi<https:>
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Envoy: 24 juillet 2025 09:30
: Joliane Pharand (CISSSLAU) <joliane.pharand.cissslau>
Objet : Re: Pourriez-vous nous aider rablir lacc, sil vous pla ?
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Theres a new response on your question:
Pourriez-vous nous aider rablir lacc, sil vous pla ?
Hi Jolliane,
Thanks for reaching out to Jotform Support. Our French Support agents are busy helping other Jotform users right now, so I'll try to help you in English using Google Translate, but you can reply in whichever language you feel comfortable using. Or, if you'd rather have support in French, let us know and we can have them do that. But, it might take a while until they're available again.
Now, coming back to your question, to access your Jotform account with Two-Factor Authentication (2FA) enabled, you must provide a one-time password (OTP) from your OTP Authenticator. You can also log in using your Recovery Codes<https: />. If you lose access to both your authentication device and recovery codes, you will lose access to your account.
You can still regain access to your account by verifying your identity through alternative methods, such as creating a ticket and completing security checks. Open this link and follow our guide on how to recover if You Lose Access 2FA Device and Recovery Codes<https: />.
Give it a try and let us know if you need help.
[Autoresponder]
Answered by
Jan
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[Jotform Team]
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Hi Jolliane,

If you were trying to share an image, it looks like it didn’t come through. Could you send it again? Let me show you how to post a screenshot to our Help Center:

1. On the Help Center page, scroll down to the Your Answer section and click on the Image icon.

2. Drag and drop your image into the Upload box, or click on it and select your file.

3. Then, click on the Add button in the bottom-right corner of the window.

4. To resize it, click on your screenshot and then click on one of the boxes in the corners, and drag it inward.

5. Once you're finished, click on the Post Answer button at the bottom right of the Your Answer section.

That's it. Once we hear back from you, we'll be able to help you with this.

Bonjour Jan,

J'ai bien reçu votre message.

Toutefois, mon compte est bloqué.

Pouvez-vous m'aider avec cette première étape ?

Cordialement,

Joliane Pharand

Hi Joliane,

I can now see the image you shared. I checked the email address you're using, but I wasn’t able to find a Jotform account linked to it. Are you part of an Enterprise account by any chance?

If not, could you share the email address registered to the Jotform account or the username you use to log in? That will help us locate the correct account and assist you further.

Once we hear back from you, we'll be able to help you with this.

Bonjour,

L'adresse courriel utilisé pour le compte est celui-ci : m-lou.guerra.cissslau@ssss.gouv.qc.ca

Merci !

Hi Joliane,

Thanks for reaching out to Jotform Support. It seems that you’ve created a ticket for our Regular Jotform Support, but because you have an Enterprise account, we have a dedicated Enterprise Support Team to help you. I’ve gone ahead and contacted the Enterprise Support Team about this and they should be reaching out to you shortly to help you.

Thanks for your patience and understanding, we appreciate it.