Reassign Admin Access and Retrieve Previous Plan Details

Good Day,

We have a business account against Camille.Hernandez@actavo.com. However Camille has left the organization a year ago and we no longer have access to the admin aspect of our account nor access to her email

Payment has ceased as credit card details have changed and have therefore lost our subscription access.

Is there a way to re-assign from Camille's email and confirm which plan we were previously subscribed to?

Hi Quality_Control_ActavoTT,

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

While we understand your situation, please visit this guide and fill out the form on that page to recover your Jotform account.

If you also need to check your previous plan, you can do that from Workspace by clicking your Avatar in the top-right corner, selecting Settings, and then clicking Billing on the left menu. Your plan will appear in the My Plan section.

Once we hear back from you, we'll be able to move forward with a solution.

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

I am not seeing Billing on the left menu

Hi Quality_Control_ActavoTT,

Let me help you with that:

To check your account plan, in Workspace click on your Avatar/profile photo at the top-right of the page, then click on Settings. After that, click on Billing on the left menu. Your plan will appear in the My Plan section.

If you want to check or download invoices, you can open Billing/Upgrade and go to Invoices.

If you still do not see Billing, please share a screenshot of what you see in Settings so I can help you check the next step.

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

How can I edit the main email as it is asking for an OTP if we do not have access to Camille's email? She left over 1yr ago

Hi there,

Since you no longer have access to Camille’s email, you won’t be able to complete the OTP step or change the main email from inside the account directly.

To resolve this, please follow these steps so our team can verify ownership and help you recover or transfer the account:

• Go to this page: Recover Your Jotform Account.
• Fill out the form on that page with as much detail as possible about the old account (email address, company name, billing details, last 4 digits of the card, last payment date/amount, etc.).
• In the description, clearly mention that the original owner (Camille) has left the organization and that you need to change the main email/ownership to your current company contact.

Once that form is submitted, our account team can review the details, verify that the account belongs to your organization, and then help update the email/ownership from their side.

If you’d like, you can tell me what email you want to use as the new main account email so you have it ready when you fill out the recovery form.

If this is completed, will we lose any data saved on the account?

Hi Quality_Control_ActavoTT,

For account recovery or ownership transfer, the available information says that you can recover access by filling out the form in this guide. It also says that transferring forms and data to another account is designed to keep information intact.

What this means for your account data:

• Forms and submission data can be transferred to another account.
• Settings and styles are also transferred with the form.
• The transfer process is meant to keep your information intact.

If you are recovering the account rather than transferring forms, the knowledge base does not state that your saved data will be lost.

If you want, I can help you with the next step based on whether you need account recovery or form transfer.

Let us know if you have any other questions.

Account Recovery please

Hi Quality_Control_ActavoTT,

Whether you have lost access to your email or can no longer access your account due to forgotten credentials, please visit this guide and fill out the form on that page.

This is the available account recovery step in the knowledge base.

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

So I can access the account but I want to update the email address used. The email address is no longer active as Camille Hernandez left the company

Hi there,

Thanks for clarifying — that helps a lot.

Since the current email (Camille’s) is no longer active and the account is asking for an OTP to change it, the normal in-account change flow won’t work for you. In this situation, our team needs to handle it as an ownership/email change request on the backend so we can update the main email safely without losing your data.

Please do the following:

• Go to this page: Recover Your Jotform Account.
• Fill out the form there with:
  • The current account email (Camille’s address).
  • Your organization details and the email you want to use as the new main account email.
  • Any billing details you have (last 4 digits of card, last payment date/amount, etc.) so ownership can be verified.
  • A note explaining that Camille has left the company and you need the primary email updated to your new company contact.

Once that’s reviewed and verified, the team can update the account email for you, and your forms and submissions will remain intact.

If you’d like, you can share the new email address you plan to use here so you have it ready when you fill out the recovery form. Let me know if anything is unclear or if you run into trouble with the form.

The recover your jotform is asking for a photo of Camille

Hi Quality_Control_ActavoTT,

If the recovery form is asking for a photo of Camille, that means the form is requesting additional verification details for the account recovery process.

Please continue filling out the form with the information you do have about the account, including the current account email, company details, and billing details such as the last 4 digits of the card, last payment date, and amount.

If you cannot provide the requested photo, include a note in the form explaining that Camille has left the company and that you no longer have access to her email or personal photo.

Let us know if you have any other questions.

the photo field is required

Hi Quality_Control_ActavoTT,

Whether you have lost access to your email, or you can no longer access your account due to issues like forgotten credentials, please visit this guide and fill out the form in the page.

If you are not comfortable providing the requested information, you can review our Privacy Policy page to learn more about why we collect it and how we manage your information security.

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