I am unable to set up accounts for my colleagues on jotform.com.

Hi, I requested assistance from the enterprise team and they asked me to send my query here.

Here is the details that I sent to Enterprise:

I am trying to set up free accounts for users under the emails: llester@dlrcoco.ie & itfinance@dlrcoco.ie but both addresses are showing as invalid. When I go to set up the new accounts it defaults to existing accounts and when i set up these accounts it tells me they are invalid.

I was asked to send through the screen shots....

I have the screen shots for one of these accounts, both are having the same issue. I am trying to set up a new user, not a guest. I have tried to do set up on my normal network laptop and on a stand alone laptop, same results.

So I have selected the sign up option and started to create an account. when i select the continue button, the option reverts to an existing account,

So I re-type in my new account details

I complete all the security tests (I am not a Robot) and create an account.....

This is the process and it is failing every time.

I would be obliged if you could help me resolve this issue as we are having difficulty running our approvals workflow.

regards

Darragh

Hi Darragh,

Thanks for reaching out. I looked up these two emails and see that they were already created as form user accounts in 2025, which means they were invited to access some product before. I've changed them to user accounts so they will be able to be full-access starter accounts now. If they don't remember their passwords, please have them reset their password.

If you need to sign up new users that don't have previous accounts associated with them, the second screen is asking for the users name and not their email address again which is why it's triggering that it's invalid.

Give this a try and let us know if you have any questions.