Why can't I create a custom URL?

I am experiencing an issue where I cannot create a custom URL. I need assistance to understand why this is happening and how to resolve it. I have requested contact information and methods to reach a live support agent for immediate assistance. I want a support ticket created to follow up with live support regarding this issue.

Hi Kelly,

Thanks for using Jotform. Using your domain in your form link, like the one below, is only available with Jotform Enterprise:

https://yourcompanydomain.com/formId

But, you can add a Custom URL to your form. Here’s how to set it up:

1. In Form Builder, in the orange navigation bar at the top of the page, click on Publish.
2. Next, click on the Pencil icon under the Settings button. 
3. Edit your form link, and click on Apply.

Now, your form link will look like the one below:

https://form.jotform.com/yourusername/yourformname

Let us know if you have any other questions.

Hi Kyle,

The person who originally created the form and then transferred it to me today had the Bronze plan and was able to change it. I have Silver. Why could she change it on hers but I can't on mine? And why did it change when she transferred it to me?

Hi Kelly,

Can you send us a link that your friend created so we can take a look? Then, we'll be able to check further. There shouldn't be any difference between the accounts.

After we hear back from you, we’ll have a better idea of what’s going on and how to help.

Here is what it currently is: https://form.jotform.com/kellymeyer421/Reorders

And here is what it was right before she transferred it to me: https://form.jotform.com/ArchCards/Reorders

By the way, this is how every McDonalds in the country orders their gift cards and the customer is understandably very frustrated. 

Hi Kelly,

Keep in mind that since the form is using a custom URL, it’ll automatically update from https://form.jotform.com/{oldownerUsername}/{your-custom-url-slug} to https://form.jotform.com/{New_Owner_Username}/{your-custom-url-slug}.

This is why the form URL automatically shows as https://form.jotform.com/kellymeyer421/Reorders. This can no longer be changed. Note that the default custom URL will look like the one below:

https://form.jotform.com/yourusername/yourformname

Let us know if you have any other questions.

If we transfer it back, can it go back? This is going to cause a nationwide problem affecting thousands of stores.

Hi Kelly,

If the form is transferred back to the original owner, the URL will update again to show the original owner's username. So yes, transferring the form back will revert the URL to the previous owner's username automatically.

Keep in mind that the custom URL structure always follows the format: https://form.jotform.com/{username}/{custom-url-slug}. Changing the username invalidates all custom URLs with the old username, and the original form URL (with the form ID) will always work regardless of these changes.

Let us know if there’s anything else we can help you with.