Login Issue: Not Receiving Password Reset Emails for Account Access

Hello,

I believe I used brian@expandinginsight.com as my login, but in looking back through my test emails in March and April, I also see tellbrian@proton.me. I have tried resetting my password with both emails but although Jotform says and email has been set, I never get it. Can you please verify that brian@expandinginsight.com is my login email, or is the other one?

I'm usually so organized with my password keeper but somehow I didn't make an entry for Jotform and now I can't get in.

Thanks,

Brian Lee

Hi Brian, thanks for reaching out and for the details.

For security and privacy reasons, I’m not able to directly confirm which specific email address is tied to your Jotform account, but you can use our account recovery process and our team will verify it for you.

Please do this:

• Go to this page: Recover Your Jotform Account.
• Scroll to the form on that page.
• Fill it out with:
  • Both email addresses you mentioned (brian@expandinginsight.com and tellbrian@proton.me).
  • Any other details you remember (form titles, approximate creation dates, links to your forms, etc.).
• Submit the form so our account team can review and respond to you directly via email.

In the meantime, a couple of quick things to double‑check on your side about the missing reset emails:

• Check your spam/junk folder for both email accounts.
• Add “noreply@jotform.com” to your contacts/safe senders list and try the password reset again from https://www.jotform.com/login/ using Forgot Password.

If you’d like, you can also tell me:

• Whether you ever logged in with Google or Microsoft instead of email/password.
• Any form URL you still have.

That info can help you fill out the recovery form more clearly. Let me know what you find and I can help you with the next step.

Hi Brian,

Through the email logs, I was able to locate this Jotform account th***x***lt**@pr***n.m*. The Jotform account's email address is encrypted since it isn't fully verified on our end. Your email address was added as the recipient of a form. That's why you're getting form emails when a submission is made. If you're aware of the email address, you can go ahead and log it in on the Jotform website.

Let us know if you have any other questions.

Thank you Kris! I was able to log in. And I have documented it for the future!