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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    Although I cancelled my subscription, it continued to be billed by PayPal.

    Asked by darktidesdagorhir on January 22, 2017 at 09:06 PM

    I cancelled my account November 10th and have record on paypal of doing so. I checked and have been charged every month since. I need my account cancelled and would like a refund issued.

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    JotForm Support

    Answered by olivia on January 23, 2017 at 01:26 AM


    I have checked your account and it is seen that you are still in Bronze Plan. Your account is scheduled to downgrade in Feb 20th, 2017. 

    Actually, after the confirmation of the subscription cancellation, your subscription will no longer be billed on the Next Billing Date. However, as you mentioned that your payment method is PayPal. If your subscription is directly paid via PayPal, you might need to directly cancel it in your PayPal account.

    Please have a look the important notes at the end of this guide: How-to-Downgrade-Subscription-Back-to-Free-Account

    Please follow the steps in this guide about PayPal subscription cancellation: How-Can-I-Cancel-My-PayPal-Subscription 

    You can also have a look at the PayPal Support website if you need more details: https://www.paypal.com/us/selfhelp/home 

    If you already followed above steps when you cancel your subscription, please confirm us.

    On the other hand, pease note that when you always use the limits of your current plan. If you exceed the limits of a lower plan, you need to download your submissions etc before downgrading. Please have a look at your Account>Billing page to see features of the plans.

    If you need more details, please feel free to let us know.

    Thank you.