My subscription has suddenly stopped

  • Profile Image
    russellphotoscan
    Asked on May 17, 2012 at 04:28 PM

    I was told my JotForm Support (gori-matthew) that if I cancelled my premium membership, my account will remain at Premium status until 15/06/12 when it renewed. (http://www.jotform.com/answers/99929-Why-are-my-forms-not-working#10). I therefore cancelled my membership, however my account has now gone back down to Free, despite me having a month left of membership. Please can you put it back to premium like gori-matthew said would happen or reset my submission count to 0, as my forms have been disabled because I have gone over the maximum Free submission count, but havent gone over the maximum Premium submission count. This is very urgent. Thank you

  • Profile Image
    jeanettebmz
    Answered on May 17, 2012 at 07:15 PM

    @russellphotoscan

    I have done an investigation of your account. You upgraded your account through Fastpring gateway on May 15,

    Then, my colleague Mathew-Gori, assured you would remain Premium until June 15, on a post made  on May 15th,  but then you cancelled it , and on  May 16  your  suscription was downgraded, therefore your account has gotten back to Free.

    That is basicly the explanation about why your submissions have reached the limit .

    I think he assured you this, having in mind no cancellation would occur before that date.

    At any rate, in order for you to expand your submissions limit, you would need to get back to Premium and remain like this for the timeframe you need it.

    Best regards

    Jeanette





  • Profile Image
    russellphotoscan
    Answered on May 18, 2012 at 04:53 AM

    Im not accepting that. Your colleague gave the the impression that my premium benefits would last the entire month...

     

    "login to FastSpring payment gateway that you used to upgrade your account and cancel the subscription.Your account will remain at Premium account till 15/06/2012 when your payment expires."

     

    I did exactly what he told me to do. This is completly unfair. I paid for a membership until 15th June, so why has it been taken off my. I only cancelled it because I don't want it to go beyond this date. 

  • Profile Image
    gori-mathew
    Answered on May 18, 2012 at 05:53 AM

    @ russellphotoscan

    We apologise for this. I have checked your account on Fastpring gateway and found that you requested for a refund of your may subscription of which is being processed and a reason why your account was moved to Free account.

    Since you have already accumulated 18 SSL submissions against the required 10 for Free account, your account is on OVERLIMIT status.

    If you didn't intend to get refund, just activate your account back to premium and continue enjoying the higher quota allocation.

    Lets know if you need further assistance.

  • Profile Image
    jeanettebmz
    Answered on May 18, 2012 at 11:42 AM

    @photoscan

    It seems you are right , and I apologize for the misunderstanding , I have reset your SSL submissions to 0 and reactivated your account

    Please accept our apology and we hope you can continue enjoying Jotform

     

    Best regards

    Jeanette