App Editing: Unable to Open and Make Changes

Hi Team,

We are unable to open the app and make any edits, could you look into why this is?

Hi AAG,

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

Let me help you with that:

From what you described, it sounds like there may be an issue specific to your Jotform App or account, because under normal conditions you should be able to open your app in App Builder and edit it there.

To better understand what is happening on your side, please check and share the following details:

1. Describe what you see – When you try to open the app, do you see a blank page, a loading spinner, or any specific message (for example, access denied, disabled, or something similar)?
2. Confirm how you are opening the app – Are you opening it from your Workspace page by hovering over the app and choosing an option, or from a direct edit link you have saved?
3. Tell us if the app might be disabled or deleted – If someone on your team recently disabled or moved the app to trash from the Workspace page, that could prevent normal access and editing.

Once we hear back from you, we’ll have a better idea of what’s going on and how to help.

Let us know if you have any other questions.

From the app page, when i click edit app, nothing opens up

Hi AAG,

Let me help you with that:

The information available only covers how to view submissions, disable/delete apps, and recover deleted apps, but it does not include any steps or known issues about the situation where clicking Edit App does nothing and App Builder does not open.

Because of that, I don't know this information and our support team will handle your request.

Reach out again if you need any other help.

Hi AAGInfrastructure,

To confirm, are you referring to the My Apps page? If yes, I tried editing an app from this page, and it works as expected. Check out this screencast below:

Can you try clearing your browser's cache and cookies or try using a different browser or a different device to see if the issue is the same? If that’s not quite what you’re looking for, can you share a bit more info so I can help you better? Also, a screenshot of what you’re seeing would be really helpful. Our guide on How to Post Screenshots to Our Help Center shows you how to take one.

Once we hear back from you, we can move forward with a solution.

this is the page that appears when trying to edit the app

Hi AAGInfrastructure,

Let me take a look at this for you. To do that, we’ll need your permission to access your account. Don’t worry, you can turn it off again once we’re done. Let me show you how to do it:

1. In the top-right corner of your Workspace page, click on your Avatar/Profile Image icon.

2. Then, in the Dropdown menu that opens, click on Settings.

3. Next, in the panel on the left, click on the Security tab.

4. If you haven’t opened your Security page in a while, it’ll ask you to verify. To do that, click on Send Verification Code.

5. Then, enter the Verification Code you receive in your email.

6. Finally, at the bottom of the page, toggle on Jotform Support Access.

After we hear back from you, we’ll have a better idea of what’s going on and how to help.

this is now done

Hi AAGInfrastructure,

I tested it and had the same issue, so I created a ticket and escalated this to our Developers. We’ll follow up as soon as we have any news.

Hi team,

Any update??

Hi AAGInfrastructure,

There are no updates from our developers about the escalated issue. But I've sent a follow-up and let them know you're asking for an update.

We appreciate your patience while we work on a solution.

I did give you access. Please advice

Hi AAGInfrastructure,

We appreciate the update. This will help our developers to try replicating the issue while logged into your Jotform account. They'll message you on this support ticket as soon as they have a solution to share.

Hi AAGInfrastructure,

Thanks for patiently waiting while we were looking into it. I've just heard back from our Developers team that the issue should now be resolved. I've gone ahead and tested it on my end to see whether the issue still persists, but everything seems to be working properly.

Can you give it a try and let us know how it goes?