Query on collecting the information using our forms

We are an IT services company specializing in the repair of phones and laptops. Recently, our online diagnostic/service form was disabled with a notice stating that it collects login credentials. I’d like to clarify that this is a misunderstanding.

As part of our standard repair procedures, we request device passcodes (e.g., phone or laptop unlock codes) from customers. This access is necessary to perform diagnostics, testing, and verification of the issues reported. These are not login credentials for any online accounts, applications, or services, but simply the access codes needed to operate the physical device.

Previously, this information was collected via a paper-based form, and we have transitioned to a secure online format for efficiency and better record-keeping. Customers are informed of this requirement and provide consent before submitting their devices. All data is handled with strict confidentiality.

We would greatly appreciate it if you could review this case, as the form is critical to our daily operations.

Hi Karen,

Thanks for using Jotform. As the related form(s) include fields collecting login credentials, which violates our Terms of Use, they are disabled by the system. For us to reinstate it, we9ll need your confirmation to remove the relevant fields from your form.

Once we hear back from you, we9ll be able to help you with this.

Hi Karen,

I could not locate the Jotform account using your this email address, gm@dgcomit.com. Can you share with us the email address associated with your Jotform account or the email address on which you received about the status of your form via from Jotform?

After we hear back from you, we’ll know what’s going on and how to help.