Verification Form

Hello,

I got a KYC message from you today. I purchased jotform after vetting the technology for someone on my team in Medical Affairs who is going to manage these forms going forwards. I transferred her information over, email address, name and user info. But the KYC has a hard coded email address still pointing to me.

I'm the technical guy on the team, so everyone comes to me for help, so I have been accessing, but again forms are all owned by Allison and she's the sole user of jotform.

Is it possible to get the KYC sent out to her email address and she can self-identify.

Alternatively, is the issue with the Travel Request form? She added that and we have Doctors and Sales Reps that will be completing this form her so she can manage her events. If she was to remove that, would this KYC be necessary.

Again, sorry for any multiuser issues, not my intent to break licensing. I vetted, saw it would work, purchased and handed this over to her to use and setup her forms.

Thanks,
Mark

Hi Mark,

Thank you for contacting Jotform Support; I am an artificial-intelligence assistant, and I am here to help with your KYC and account questions.

Let me help you with that:

1. Who needs to complete the KYC

KYC on Jotform is an identity and organization verification for the account owner whose forms are flagged for collecting sensitive data (for example, IDs, financial details, or other highly sensitive PII). It is a one-time verification tied to the Jotform account that owns the forms.

Because of that, the KYC request is associated with the current account owner’s login and email, not with collaborators or people who simply help technically. The system needs to verify the person and organization that officially controls the account and its data.

2. About sending the KYC to a different email (Allison)

The available information only covers how to change the account email address and how to complete KYC for the existing account owner. It does not describe any option to “reassign” or redirect a KYC request to another person’s email while keeping the same account owner.

What is supported is:

• Changing the account’s primary email address (so that the account itself is now under Allison’s email), and then
• Completing KYC from that account once it is under the correct owner’s details.

If Allison is intended to be the true owner of this Jotform account (not just a user of the forms), then the compliant path is to make sure the account itself is in her name and email, and then she completes the KYC as the verified owner.

3. How to move the account email to Allison (if that is what you want)

If you have not already fully changed the account email to Allison’s address, here is the supported way to do it:

1. Log in to the Jotform account that currently owns the forms.
2. Go to your Workspace page and click your Profile Picture/Avatar in the top-right corner.
3. Click your name to open your Account Page in a new tab.
4. Next to your current email address, click Edit.
5. Enter Allison’s email address and click Save.
6. If prompted, complete the email verification steps sent to the current and new email addresses.

After this, the account (and therefore KYC) will be associated with Allison’s email, and she can complete the KYC as the account owner.

4. Is KYC triggered by the Travel Request form and would removing it stop KYC

KYC is triggered when forms in an account are detected as collecting highly sensitive PII (such as government IDs, passport or national ID numbers, Social Security Numbers, or financial account information). When that happens, the account receives a warning email and a prompt to start the KYC process, and affected forms may be disabled if verification is not completed.

The available information does not specify that a particular template or form type (like a “Travel Request” form) by itself always triggers KYC. Instead, it depends on what data the form is collecting. If the Travel Request form or any other form in the account is collecting sensitive identifiers or financial details, that may be what caused the KYC requirement.

Removing a specific form might stop new flags from that form in the future, but it does not change the fact that the account has already been flagged and is now required to complete KYC to avoid interruption. KYC is an account-level verification once triggered, not just per individual form.

5. Multiuser / licensing aspect

Standard Jotform plans are single-user accounts, meaning only one person should use the login. Other team members can be involved by using collaboration features, but the account owner (one person) is the one who is verified through KYC and who is responsible for the forms and data. What you described (you doing the technical setup and then handing it over so Allison is the actual owner) is aligned with that idea, as long as the account is ultimately under her credentials.

If you can clarify one point, I can give more precise guidance: Right now, whose email is actually set as the primary email on the Jotform account that owns these forms, yours or Allison’s? That will determine whether you first need to change the account email and then have that person complete KYC.

Once you confirm that, we can focus on the exact next steps for getting the KYC completed under the correct owner.

Please let us know how the account is currently configured so we can guide you through the most appropriate next step.

I have already moved the account over to Allison, her email is reflected in the account. Can you regenerate the KYC and send it to her please, with correct email in the KYC on load?

Hi Mark,

Let me help you with how Allison can proceed from here.

1. I cannot directly regenerate or resend the KYC email

I do not have the ability to trigger or resend KYC emails or change how that specific email is addressed. However, once the account’s primary email is already updated to Allison’s, she does not have to rely on the original email to complete KYC.

2. How Allison can start/continue KYC herself (with her email)

Allison can launch the KYC (Identity Verification) flow directly from the account settings that are now under her email, without needing a new “Action Required” email:

1. Allison should log in to the Jotform account that now has her email as the primary address.
2. On the Workspace page, she should click the Profile Picture/Avatar in the top-right corner and choose Settings.
3. In Settings, she needs to open the Data tab on the left side.
4. In the Identity Verification section, she should click Verify Now.
5. In the User Verification Form window that appears, she can fill in her legal details, verify her email (the one now on the account), and upload the requested ID/organization documents.

Once she submits that form, the KYC review will proceed, and after approval, any flagged or disabled forms will be re-enabled.

3. About the email address shown in the KYC flow

Inside the User Verification Form, there is an Email Validator field that uses the email currently associated with the account. Since you have already moved the account to Allison and her email is reflected there, she should see and verify her email in that step when she opens the verification from Settings → Data → Verify Now.

So, instead of regenerating the original warning email, the supported path is for Allison to log in and start the verification from the account settings, which will use her email and identity details.

Please ask Allison to follow these steps from her login, and then our side will handle the review once she submits the verification.

If you can, please have Allison try these steps and then let us know how it goes so we can assist further if needed.