Jotform has gone from a platform I was really excited to use, and seemed to be a real time saver, to a platform that I now do not trust with either my information or that of my clients. I set up my account, started building my form and everything was good. Support was very helpful in giving me custom CSS to modify my form to fit within my brand guidelines.However, when I attempted to pay and upgrade my service, there was an issue with the payment. This led to my log in being locked. The only way to then contact support was via a public forum ticket. However, when you try and post this ticket, the system recognizes you already have an account and takes you back to the log in page! The only way I have managed to get back into my account was by asking a colleague to create a separate account and ask for my account to be reactivated on my behalf. This was done, but has then raised concerns that another account can make changes on mine. For a company built on looking after people's data, this seems very suspect.I have raised this issue multiple times, but have never received an answer beyond vague assurances that Jotform takes security seriously. I have also raised the issue of who to contact if your account is locked multiple times, but not received an answer. Still haven't been able to pay, even though my card works with multiple other well known websites.That the platform seemed so good to start with has made this experience all the more bitter and frustrating.Update - I have received a reply form Jotform. they assured me that when asking from a different account that there is a thorough verification, but I know from the exchanges between my colleague and Jotform, and by there being no contact with me to verify that I was locked out, that this isn't the case. Emailing from a different email address or via social media to reinstate your account seems like a system not thought through, and I can't think of another tech platform that has this roundabout method of contacting them when there is an issue. When the payment failed, there was on screen notification to tell me that that had happened and why, and I received no email to explain the situation and how to resolve. I was given multiple reasons as to why the payment failed, but none of them addressed the problem. And each time this had to be done by asking my colleague to message to reinstate my account. Again, this is with a business card that is used on multiple sites for international payments, and my bank had assured me there was no issue.This has made me look elsewhere at other form platforms, that are both cheaper, allow for more seats, and do not have these awkward quirks and security concerns. It seems support is good for low level requests, but when there is a more complicated issue, there is no system in place for it to be resolved.
