Login Issue: Password Reset Link Expired and Looping

Hi, I'm trying to log in but it keeps telling me I need to update my password, but then takes me to a page that says the link has expired. What do we need to do to reset the password and be able to log in?

It sounds like the reset link you’re using has already expired, so you’ll want to trigger a fresh password reset and use the newest email only.

If you’re not logged in, please do this:

• Go to the Jotform Login page.
• Click Forgot Password.
• Enter your username or email, then click Send Reset Instructions.
• Open the newest password reset email you receive.
• Click Reset Password in that email.
• Enter your new password and click Create a New Password.

If you are able to log in on another device or browser and just want to change the password:

• Go to your Jotform Workspace page.
• Click your avatar in the top-right corner, then click your name.
• Under the Account tab, click Reset Password and follow the instructions sent to your email.

If you still get an expired link after trying a fresh reset, let me know which email/username you’re using (don’t share the password) and what browser you’re on so I can help you further.

That doesn't work. Tried a fresh reset on both Google Chrome and Safari. email/username is carenetwork@brazosfellowship.com.

Hi Karen,

Resetting your Jotform account password is easy to do. Let me walk you through it:

1. Go to the Jotform Main page and click on Login at the top-right corner of the page.

2. In the window that opens, click on Forgot Password?.

3. Enter your email address, and then click on Send Reset Instructions.

4. You'll receive an email with instructions on how to reset your password. Open the email and click on the Reset Password button.

5. Enter your new password, enter it again to verify it, and then click on Create a New Password.

There you go. Your new password is now set, and you can use it to log into your Jotform account. You can also check out our How to Reset Your Jotform Password guide for more information.

Reach out again if you need any other help.

That's exactly what I've tried. When I click on the link in the email on step 4 it takes me back to the blank log in screen not to the Reset Password screen. Then the loop starts over again.

Hi Karen,

It seems like the issue persists despite following the standard password reset steps. Sometimes, this loop can happen due to browser cache or cookies interfering with the reset process.

Let me help you with some additional steps to try:

1. Clear your browser cache and cookies on both Google Chrome and Safari, then try the password reset process again.
2. Use a private/incognito browsing window to perform the password reset. This can help bypass any cached data or cookies that might be causing the loop.
3. Try resetting the password from a different device if possible, to rule out device-specific issues.

If after these steps the problem still continues, please let me know, and I will assist you further.

I did clear my browser cache and cookies and also tried resetting from a different device.

Hi Karen,

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

Hi Karen,

Before we escalate this to the developers' team, can you try to reset your password again? While you're doing it, capture a video of what’s going on and share it. Loom works great, or you can upload it to Google Drive or Dropbox.

When we hear back from you, we’ll be ready to move forward.

I have repeatedly tried to Reset the Password. I have deleted all the cookies. I am still getting this message

Hi Karen,

From your screenshot, it looks like you’re trying to log in with the username BFCare226!, but the account linked to the email address c***ne**or*@brazosfellowship.com actually uses the username BFCareNetwork. Can you try resetting your password with BFCareNetwork to see if that works? If the issue persists, we’ll escalate it to our Developer Team for a deeper investigation.

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