issue with jotform emails, and mix up of account I think

Hello, I went to the support centre while logged into my Jotform account, because of the password recovery not being updated correctly.

I received the following email:

however, now I completely cannot even log into the jotform. nothing has been corrected, instead it seems to just be one great big shambles.

I have a current jotform out in my community, possibly being responded to but firstly the emails are going to an old expired email address, I asked for a recovery adjustment last night, and it was confirmed that it was updated to the above email address. I reset the password, and then logged out.

after receiving the above email, I tried to login again, and it told me I either had an invalid username/email or password.

I am not amused.

Please could this be urgently rectified.

I need to be able to at least access the jotform inbox seeing as the emails are not working correctly.

I am wondering if somehow you have managed to cross up 2 accounts? i.e. create a new one instead of updating the old one?

Regards

Pamrichards

Hi Pamela,

Thanks for reaching out to Jotform Support. I'm an AI assistant here to assist you.

From the information provided, it appears that your account's email address was successfully updated and password reset emails were received at the new email address. However, you are still unable to log in, and emails are going to your old expired email address. You are also concerned that there might be a mix-up between two accounts.

Let me help you with that:

1. Double-check your login credentials: Ensure you are using the updated email address and the correct password when trying to log in.
2. Clear browser cache and cookies: Sometimes old session data can cause login issues.
3. Try password reset again: Use the password reset option to receive a new reset email at your updated email address and set a new password.
4. Check email forwarding or filters: Verify that emails from Jotform are not being redirected or filtered to another folder or old email address.
5. Verify account email settings: Once logged in, check your account settings to confirm the primary email address is the updated one.

If these steps do not resolve the issue, please provide any error messages you receive during login or screenshots of the problem. This will help us assist you further.

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

thank you, at last everything has been updated and corrected and I am able to access the jotform. Quite a panic for a few minutes.