Not being able to open attachment

Within our organization, we cannot open attachments in a request unless the person is signed in. In our case, the Admins are fine, but our customers are unable to see what the attachment is.

It sounds like your customers can’t open uploaded file attachments from your form unless they’re logged in, which usually happens when file access is restricted to logged-in users in the account settings. To help you better, can you confirm if you’re referring to attachments in notification/autoresponder emails, or files accessed via the submission links on the Thank You page or Tables?

If the issue is specifically that PDF attachments are not arriving in emails, please try re-adding the PDF attachment in your autoresponder email:

• In Form Builder, in the orange navigation bar at the top, click on Settings.
• Click on Emails on the left side of the screen.
• Hover your mouse over the Autoresponder and click on Edit.
• Go to the Advanced tab.
• In the Attach File section, click on Remove File, then re-upload the PDF document.
• Click on Save Email at the bottom once you're done.
• If your attachments exceed 5 MB, consider setting up a custom SMTP to use your email provider as the sender.
• If you want to include files uploaded through your form, enable the Send File Uploads as Attachments toggle from the Advanced tab.

Once you confirm exactly where your customers are trying to open the attachments (email vs. link), I can guide you on the right access/sharing settings so they don’t need to sign in.

These are jots that are already set up and not working now

Hi Rachael,

You can allow uninvited users with the Jotform Inbox link to request access, which might help your customers see attachments without needing to be signed in. Let me show you how:

1. In Jotform Inbox, click on Share at the top-right side of the screen.
2. In the Share This Inbox window, under the Link to Share section, click on Settings.
3. Under Options, tick the box next to Allow Users to Request Access to This Inbox.

Uninvited users with the Inbox link can then click Request Access. You will receive an email to grant access.

Once you receive the request email, click Grant Access to allow the user to view the Inbox and attachments.

If this option is disabled, uninvited users will see a message that access is denied.

For more details, you can check our guide on How to Share Your Form Inbox.

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

Need a real person to assist with this please.

Hi Rachael,

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

We are still waiting for a response, this is holding up most of our day to day fucntions that are linked with Jot

Hi there,

I'd be happy to help with your question. There is an ongoing issue where Jotform users who are not logged into Jotform cannot view uploaded files. This is being looked at by the developer team, and we will update you once we have more information.

Thank you

Hi there,

Thank you for waiting! Our team has reverted the changes that led to this issue occurring. Try using the functionality again. You may need to update your settings again in order to make this work.

Hi cwcs,

As your account is verified and allowed to collect sensitive information under our Terms of Use, certain security settings are required in line with our policies, applicable data protection standards, and relevant regulations. For this reason, these settings cannot be disabled. If you need to share your documents or submissions with others for your operational needs, you can share the access link or invite users via email to your Tables/Inbox.

Reach out again if you have any other questions.

Hi cwcs,

As your account is verified and allowed to collect sensitive information under our Terms of Use, certain security settings are required in line with our policies, applicable data protection standards, and relevant regulations. For this reason, these settings cannot be disabled. If you need to share your documents or submissions with others for your operational needs, you can share the access link or invite users via email to your Tables/Inbox.

Reach out again if you have any other questions.