What is JotForm?
JotForm is a free online form builder which helps you create online forms without writing a single line of code. No sign-up required.

At JotForm, we want to make sure that you’re getting the online form builder help that you need. Our friendly customer support team is available 24/7.

We believe that if one user has a question, there could be more users who may have the same question. This is why many of our support forum threads are public and available to be searched and viewed. If you’d like help immediately, feel free to search for a similar question, or submit your question or concern.

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    Account keeps on getting downgraded

    Asked by smcleads on December 06, 2016 at 01:24 PM

    Can someone please fix the issue on my account. Once or twice a month or account gets downgraded after we have already paid. Please review the account and refund all the overcharges as we end up paying $39 a few times a month just to keep our account up. This is very frustrating and inconvenient. Not to mention our forms stop working on all our clients sites. 

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    JotForm Support

    Answered by david on December 06, 2016 at 02:48 PM

    When duplicate subscription are created and cancelled, they send downgrade notices from PayPal to your JotForm account.  The only way to fix this would be to refrain from creating new subscription and letting us know when a downgrade occurs so we can manually upgrade your account back to the correct level. 

    Once all the subscriptions are sorted, no further downgrade notices will be sent.  However, if new subscriptions are continually created, the issue will continue. 

    I have requested a refund and cancellation of the duplicates.  If any downgrades occur, let us know immediately so we can clear them.  Creating further subscription will compound the issue. 

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    Answered by smcleads on December 12, 2016 at 02:22 PM

    Ok it happened again. Please fix.

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    JotForm Support

    Answered by david on December 12, 2016 at 02:25 PM

    The cancellation was due to processing your refunds.  The downgrade that was sent because of cancelling the duplicates was immediately removed.  Your account should show as Silver and there are no pending downgrades.

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    Answered by smcleads on December 29, 2016 at 01:26 PM

    This happened again. What the heck? I need this fixed ASAP.

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    JotForm Support

    Answered by Kevin_G on December 29, 2016 at 03:04 PM

    Apologies for the inconveniences. 

    Your account has been downgraded now because your silver monthly subscription with reference number S-84277547L1445214W has been cancelled, the subscription was cancelled on Dec 12th, 2016 and it should be renewed today (Dec 29, 2016), since it was cancelled it triggered the downgrade process. 

    But I have set it up to silver now since there is an active subscription (S-0WW64470BS013592N) and it should be renewed on January 7th, 2016. You should not be downgraded anymore since this is the only subscription you have active in your account and there is not any other that has been cancelled.