What is going on with my account? Payments

  • Profile Image
    Asked on December 30, 2016 at 10:16 PM

    So I have a few problems with my account, since you are using views instead of submissions I had to upgrade my account a few months ago and had to pay USD 39 per month which I did. 

    On the 28th of November I received an e-mail from you:

    On 28-Nov-16 7:28 PM, Jotform Support wrote:


    Our records shows that you have upgraded your account to silver monthly plan but you still have older premium yearly subscription plan still active.
    Since your old premium yearly subscription was paid through PayPal account and needs to be cancelled from your own PayPal account. You may like to take a look at the following guide on how to cancel PayPal subscription:  https://www.jotform.com/help/336-How-Can-I-Cancel-My-PayPal-Subscription
    Your PayPal subscription id:  S-1B37512839513154X

    Do get back to us once you cancel your premium yearly subscription and we will ensure that your account is not downgraded.
    JotForm Support Team
    Which I did on the 30th and notified you
    On the 26th of December the forms stopped working because I did not have a plan any more??????
    So I went in and got a new plan and paid for a year
    Tow days later the USD 39 was taken off my account again, which is probably because it is a standing payment. I have canceled the standing payment  now.
    If I look into my account now it says Downgrade scheduled for January 29th, 2017
    Why is this ????
    I paid for a year ????
    What is going on, please let me know what is going on and that my forms will still be working after the 17th of December Proof that I paid is paypal transaction ID 64390944NM568821U
    Second question how can I get the USD 39 back that I paid to much on December 28th Paypal ID 20E45483KN169851M
    Thank You for your swift reply I don't want o have any down time
  • Profile Image
    Answered on December 30, 2016 at 11:00 PM

    Sorry I now found out that I paid a yearly subscription on a test account that I used to test your forms instead of my active account.... Sorry

    paypal transaction ID 64390944NM568821U was paid on the account associated with mirjam@joesgonediving.com. This is a test account. How can we move it to the account associated with info@joesgonediving.com? Sorry my mistake. so according to my calculations I have paid USD 39 on info@joesgonedivng.com and USD 234 on the inactive account mirjam@joesgonediving.com so total USD 273 I want a yearly silver subscription which would be USD 390 So I still have to pay USD 117. How can this be rectified???


  • Profile Image
    Answered on December 31, 2016 at 02:50 PM

    Hello Jan,

    We do sincerely apologize about any problems that this billing issue has caused for you and we'll gladly take a look at this more to help rectify the issue.

    The reason you received an email notice from us for that is because our system has a newer feature that was added quite awhile ago to alert us if a double subscription occurs so that we can help prevent you from being double charged but it looks like this caused even a bigger mess for you.

    Please allow me some time to review this problem further and I'll respond to you again as soon as I can once I know more about what happened so that we can get this problem fixed for you.

  • Profile Image
    Answered on December 31, 2016 at 03:56 PM

    Okay, after carefully investigating this billing problem of yours I found that you actually had 3 subscriptions that were ongoing.

    If you'll follow along with me by looking at the image reference I've provided below i'll explain what happened here. Subscription #1 was your initial grandfathered premium yearly plan but, then at some point it looks like you needed more usage and got Subscription #2 silver monthly for awhile however, later on now you then switched over to the yearly silver plan which is Subscription #3

    And then when we emailed you about the duplicated subscription it looks like Ashwin only saw the duplicate from the grandfathered which was what our system showed at first. So when you cancelled Subscription #1 to remain on silver yearly Subscription #3 it downgraded your account but you were then charged again for Subscription #2 because of the other silver monthly was still active and not cancelled either yet.

    You can view this in your account invoices to verify this if needed. It is only happening on your current jotform account username for "joesgonediving". I did see you have two other accounts but they are on the free plan and are dormant because you have not used them in awhile.

    So to fix this just look for the silver monthly subscription that occurred and it should have a different subscription number than the silver yearly one so just go back into your paypal account and cancel it and then we can put in a request for our billing team to reverse it for you.

  • Profile Image
    Answered on January 01, 2017 at 08:45 PM
    Hello Kade,
    Happy New Year to you :-)
    Thank You very much yes i created a few accounts when I was testing... I
    will delete/ inactivate them, very sorry.
    So I went into Paypal and canceled the monthly subscription please ask
    your billing team to reverse the charge,
    Thank you very much for your help :-)
    Joe's Gone Diving
    PADI 5* IDC Center #22277
    Jl. Bypass Ngurah Rai 44A Sanur, Denpasar 80228 Bali
    Tel: +62 (0)361 270 633
    Mob. +62 (0)821 4554 9795
    Follow us on Facebook: www.facebook.com/joesgonediving
  • Profile Image
    Answered on January 02, 2017 at 03:24 AM

    Hi Jan, 

    I have added your latest payment for the Silver Monthly plan to the refund list per your request. Please allow it 5-7 business days to take effect. 

    Do contact us whenever you need assistance.