my entire dashboard and all archives and trash are empty!!! Where are my files? Help I need a real person

Podo is not helpful. I keep looping back to the same things I already tried. Has my account been hacked?

Hi Lynette,

Thanks for reaching out to Jotform Support. I understand your concern about your dashboard, archives, and trash appearing empty and your worry about a possible account issue.

To assist you better, could you please provide the name, ID, or URL of any specific form or asset you are looking for? This will help me check the status and location of your files accurately.

Once I have this information, I can guide you on how to access your forms or check if they might be in a different section or account.

Looking forward to your reply.

Let us know if you have any other questions.

no I cannot provide anything. when i go to my website to try and access the forms through that link it gives me error. this means my customers cannot access the forms either. where are they?????

Hi Lynette,

Thanks for your response. I understand that you cannot provide specific form details and that the links on your website are giving errors, which affects your customers' access to the forms.

Since your dashboard, archives, and trash are empty and your forms are not accessible via your website, this situation requires a closer look into your account and form status.

Could you please confirm if you have recently made any changes to your account, such as transferring ownership, changing permissions, or deleting any forms? Also, have you received any emails from Jotform about your account or forms?

This information will help us investigate the issue further and provide the appropriate guidance.

i have not made any changes. i think i have been hacked or there is a big mistake at jotform

Hi Lynette,

Thank you for confirming that you have not made any changes to your account. I understand your concern about a possible security issue or a mistake on Jotform's side.

To address this, I recommend checking your account's recent activity and security settings to ensure there is no unauthorized access. Additionally, please verify your email inbox (including spam/junk folders) for any notifications from Jotform regarding your account.

If you notice any suspicious activity or receive any alerts, please share those details so we can assist you further.

Meanwhile, I will continue investigating this issue to help resolve it as quickly as possible.

Hi Lynette,

One of our Support Team members has now taken over your case and will assist you further. I will no longer be responding in this thread.

Thank you for your understanding.

this is the last communication I received from jotform. it was after I accessed jotform to fill out a form for another organization

Hi Lynette,

Thanks for reaching out to Jotform Support. I'll be happy to assist you today.

Rest assured that I checked your account and I can confirm that your forms all look to be intact according to what I am seeing on my end. I am actually not seeing any forms were deleted at this point.

Just to be safe, I think we should start by having you reset your account's password as that will increase the security of your account.

Resetting your Jotform Password is pretty simple. Here’s how to do it:

1. Go to the Jotform Main page and click on Login in the top-right corner of the page.

1. In the window that opens, click on Forgot Password?.

1. Now, enter your email address, and click on Send Reset Instructions.

1. You’ll get an email with instructions on how to reset your password. Open the email and click on Reset Password.

1. Enter your new password, then enter it again to verify it, and click on Create a New Password.

Your password should be reset at this point and we can move on to next steps.

Before we do, I would like to have you double check and confirm whether or not you are still seeing an empty Workplace Dashboard on your end or if your forms are showing up again.

I still see an empty dashboard. I just reset my password. when I go to my website and click on the signup buttons I land on an error page instead of a form. not good!

Thanks for confirming, Lynette.

That's definitely unusual.

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 My Workspace page, click on your Avatar/Profile Image icon.

2. 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 the Jotform Support Access to the On position.

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

Have you figured out what happened?

oh just see the request to access. will do that now

ok done. you have access

any news?

Hi Lynette,

Appreciate your patience here.

After accessing your account, I am currently seeing 7 active forms in the Workspace. So I can definitely confirm that your forms are not deleted. Do you expect to see 7 active forms or are there additional forms that should be active on the account?

Additionally, since I can confirm your forms are populating on my end, it might be a good idea to have you do a quick screen recording of your end so that I can get an actual view of exactly what you're seeing and experiencing on your side. Can you share a screen recording leading to your Workspace page? You can share the video recording on any public sharing platform like Google Drive or Dropbox, or you can simply use Loom to record the video and share the video link with us.

This would give me a lot of info as to what you're dealing with on your side.

I have students for the next few hours. can we resume this problem tomorrow? that would also give me time to figure out how to video my screen so you can see what I see.

Absolutely, no rush from our side at all. Take your time and we will be happy to resume this once you are ready to continue.