Why were we downgraded to free even though we paid our subscription?

  • Profile Image
    a2034487
    Asked on December 08, 2016 at 10:14 AM

    Hi all,

    Seems we're now on the 'free' plan, but we've been paying yearly subscription since 2010 and just recently renewed. 

    suddenly yet another limit to the account has appeared: the 'Total Submission Storage'.

    Because naturally this bar is all red (we are only allowed '500' and are way over) , are we now suddenly expected to start emptying all our forms ??

    Added to that we now all of a sudden have only 240 entries per month allowed, where until last month we had 1100 or so allowed. 

    Could you have a look and correct this please ?? Subscription was renewed very recently

     

    THanks ! 

     

     

  • Profile Image
    KadeJM
    Answered on December 08, 2016 at 11:24 AM

    I see you're having an issue with your jotform subscription being free even though you paid and we do sincerely apologize about this inconvenience.

    Upon further investigation I found I am able to confirm payment along with a receipt from us.

    It seems this problem happened possibly due to a small error where your subscription wasn't properly synced with your jotform account.

    Anyhow, I've placed you back on Premium Yearly to match your subscription that I found to fix it but, if you have any other questions or concerns just let us know.