KYC Process: Concerns about personal information security and alternative completion methods

Hi There!

I have recently been receiving emails from JotForm to complete the KYC process. I have been a customer for over 5 years and not had any issues with JotForm in the past and I am wondering why this must be completed now?

I am worried about the personal information being requested from me on a non-secure platform.

Is there another way to complete this?

Hi Bette,

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

Verifying your identity through our KYC process allows you to collect personally identifiable information (PII) while staying compliant with our Terms of Use. The verification is handled through Jotform’s own secure systems, not via an external, non-secure channel.

Let me walk you through it:

How to access and complete the KYC (User Verification) form

1. Go to your Workspace page and click on your Profile Picture/Avatar at the top-right side of the page.

2. Select Settings from the menu that opens on the right side of the page.

3. Click on the Data tab on the left side, then in the Identity Verification section, click on Verify Now.

Then, you’ll see a pop-up window with the User Verification Form.

Once you fill out the requested information and submit the form, our team will review your submission and reach out to you with updates.

About security and your data

Your KYC details are collected and stored within Jotform’s secure infrastructure. For full details on how your information is protected and why it is needed, you can review our Privacy and Security pages. These explain our data handling, encryption, and compliance practices in detail.

At this time, the supported way to complete the process is through the in-account User Verification Form described above, so using that flow is the recommended and secure method.

Reach out again if you need any other help.

Is there another option?

Hi Bette,

There is currently no alternative verification channel documented (such as sending documents by regular email or another external method) instead of completing the KYC/User Verification Form through your Jotform account or via the secure link provided in the KYC emails.

The process is designed to run only through Jotform’s own verification flow so that:

• Your information stays within Jotform’s secure infrastructure instead of being shared over less secure channels.
• All required items (personal details, ID selfie, organization details, signature, and any additional documents) are collected in a structured, encrypted way.

If you are uncomfortable providing certain information, you are not required to proceed; however, without completing KYC, forms that are flagged for collecting highly sensitive PII may be disabled after the deadlines described in the emails and on your Workspace.

If you want to better understand why this information is requested and how it is protected, you can review Jotform’s Privacy Policy and Security pages, which explain data handling, storage, and security controls in detail.

Let us know if you have any other questions.

So what will happen if I do not complete it?

The email I received says my current form will be disabled on May 21st (it's not set to disable until July 13th) - will it be disabled?

Hi Bette,

If you do not complete the KYC process, any forms that have been flagged for collecting sensitive information will be disabled after the deadline stated in the KYC email, regardless of any later disable date you may have configured in your own form settings.

Here’s what happens based on the documented flow:

• If you do not submit the User Verification Form within three (3) days of the initial KYC email, your flagged forms are disabled, and you receive an email explaining why and how to reactivate them.
• Those forms will show a “Disabled by Jotform” tag in your Workspace, and respondents will no longer be able to submit them until verification is completed.
• Once you complete and pass the verification, any flagged forms that were disabled are re-enabled, and you receive a confirmation email.

This KYC-based disabling is separate from your own form’s scheduled disable date (such as July 13), so the earlier KYC deadline in your email (for example, May 21) is the one that applies for the flagged form’s availability.

Let us know if you have any other questions.

So I have no choice but to complete the KYC process then.

Hi Bette,

You always have a choice about whether to complete KYC, but it is required if you want to keep using any forms that have been flagged for collecting highly sensitive personal data.

Based on the current process:

• If you do not complete the User Verification Form within the timeframe in the email, your flagged forms will be disabled and show a “Disabled by Jotform” tag.
• Those forms stay unavailable to respondents until you complete and pass KYC, after which they are re-enabled and you receive a confirmation email.
• KYC is part of Jotform’s requirement that sensitive data may only be collected after a valid reason has been established through user verification.

So, if you want to continue collecting submissions on that flagged form past the stated deadline, you’ll need to complete the KYC process; if you prefer not to share that information, you can skip KYC, but the flagged form will be disabled.

Let us know if you have any other questions.

It won't let me take a photo, what do I do?

Hi Bette,

I've gone ahead and reached out to our relevant team to check on your account. We’ll get back to you as soon as we get an update from them.

I managed to figure it out from my mobile device, I was trying from my laptop!
Thanks!
--
Bette El-Hawary
Executive Director| Swim Nova Scotia
5516 Spring Garden Rd. 4th Floor, Halifax N.S. B3J 1G6
902.497.2088 (cell)|902.425.5606 (fax)
Email| swimming@sportnovascotia.ca
Web-page| www.swimnovascotia.com
This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed.
Swim Nova Scotia is located in Mi’kma’ki, the ancestral and unceded territory of the Mi’kmaq. We are all Treaty people.
We recognize that African Nova Scotians are a distinct people whose histories, legacies and contributions have enriched that part of Mi’kma’ki known as Nova Scotia for over 400 years.
...

Hi Bette,

Thanks for using Jotform. We take our user's security and privacy very seriously. We've reviewed your submission and reinstated related form(s). You can check out our Terms, Privacy and Security pages for more information.

Let us know if there's anything else we can do for you.