I want to downgrade but it will not let me

I think you are referring to the warning pop up when you click the downgrade button. 

It is popped up due to the fact that you have now 500 total submission which is the limit of total submisison storage for free account. Since, If you exceed 500 total submissions, your oldest submisison data will be deleted. Therefore, it is a warning message to inform you and provide you an offer. 

If you do not mind and want to still downgrade, you can go ahead and click No, just downgrade my account button. 

Please let us know if the issue is not related this. 

Waiting for your return. 

Thanks Rose
The issues is not that - it is when I click No, just downgrade my accopunt - I then get another bpox asking for feedback which I have completed and then after that I get an error message telling me to contact support as it has not worked.
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Chris Anderson
Director
PENSTRIPE
tel:
+44 (0)113 231 0995
mob:
+44 (0)7848 451 587
www.penstripe.co.uk
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...

Please authorize us to downgrade on your behalf, to check the issue.

Looking forward for your response to proceed.

Yes - please go ahead
[portrait9]
Chris Anderson
Director
PENSTRIPE
tel:
+44 (0)113 231 0995
mob:
+44 (0)7848 451 587
www.penstripe.co.uk
This email is confidential and may contain legally privileged information. If you are not the intended recipient you must not copy, distribute, disclose or use in any way, any of the contents. If you have received this email in error please notify us immediately and delete the document. Penstripe's Conditions of Sale can be at www.penstripe.co.uk/terms
...

Thank you for your confirmation.

I cancelled your subscription and made a refund. Your current plan is Free. 

If you would like upgrade your account, you can do it anytime you want.