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.


  • Profile Image

    Why my card is declined?

    Asked by isupportpro on February 21, 2017 at 01:57 PM

    Hello

    I'm trying to upgrade, but your system says card declined.

    I called my bank, and the card is fine.

     

    What do I do now?

  • Profile Image
    JotForm Support

    Answered by Nik_C on February 21, 2017 at 02:38 PM

    I couldn't find any failed payment on our side. Could you please try again, maybe it was a temporary issue. If you face the same problem again please let us know.

    Also, do you receive a response that the card was declined directly on the upgrading screen or later as a response?

    Thank you!

  • Profile Image

    Answered by isupportpro on February 21, 2017 at 05:46 PM
    Hello
    I just tried again - same problem
    It said declined directly on the upgrading screen.
    I was able to update my card info in the profile section, but the charge
    will not go through.
    ...
  • Profile Image
    JotForm Support

    Answered by ashwin_d on February 21, 2017 at 10:40 PM

    Hello isupportpro,

    I did check your account and found that earlier today you upgraded your account to bronze yearly subscription plan but then it was cancelled and refund was processed as well. 

    I would suggest you to please upgrade your account again and get back to us if the issue persists.

    Thank you!

  • Profile Image

    Answered by isupportpro on February 22, 2017 at 09:46 AM
    im trying to upgrade online, but i get an error.
    Unable to switch subscription.Please try again by clicking the button below.
    If the problem persists please get in contact with oursupport team
    . Sorry for the inconvenience.
    ...
  • Profile Image
    JotForm Support

    Answered by ashwin_d on February 22, 2017 at 11:39 AM

    Hello isupportpro,

    You do not have any active subscription. I did try to upgrade your account to bronze monthly subscription but the credit card attached with your billing profile seems to getting declined. 

    Please click on the following URL to upgrade your account again and see if that helps you:

    Bronze monthly: http://sites.fastspring.com/interlogy/product/jotformbronzemonthly?referrer=isupportpro 

    Bronze yearly: http://sites.fastspring.com/interlogy/product/jotformbronzeyearly?referrer=isupportpro 

    If the issue persists with FastSpring payment gateway as well, you will have to use some other credit card or speak to your credit card company.

    Thank you!

  • Profile Image

    Answered by isupportpro on March 09, 2017 at 10:15 AM
    hello
    still not upgrading when we try
    we called our card issuer and they say our card is working fine
    now what?
    ...
  • Profile Image
    JotForm Support

    Answered by Nik_C on March 09, 2017 at 11:59 AM

    What is the error you're receiving when you try to upgrade?

    Also, could you please try to Clear your Browser's cache and then to upgrade the plan.

    We'll wait for your response.

    Thank you!

  • Profile Image

    Answered by isupportpro on March 16, 2017 at 06:46 PM
    I spoke to visa and everything is fine, but i keep getting this error
    Unable to switch subscription.Your card was declined.
    To update your billing details please click the button below.
    I have now tried 2 different credit cards and cleared my browser cache
    ...
  • Profile Image
    JotForm Support

    Answered by Chriistian on March 16, 2017 at 10:39 PM

    I'm currently checking your account. Please allow me some time to further investigate the issue. I'll get back once  I've found results.

    Regards.

  • Profile Image
    JotForm Support

    Answered by Chriistian on March 17, 2017 at 08:50 AM

    Can you try to upgrade again using the fast spring link and see if you can now upgrade properly?

    Bronze monthly: http://sites.fastspring.com/interlogy/product/jotformbronzemonthly?referrer=isupportpro 

    Bronze yearly: http://sites.fastspring.com/interlogy/product/jotformbronzeyearly?referrer=isupportpro 

     

    If you were still unable to upgrade using the links and encountered an error, can you provide us a screenshot of the error message displayed so we can further investigate the issue? To add a screenshot on this thread, just follow the instructions provided in this article: How to add screenshots images to questions to the support forum.

  • Profile Image

    Answered by isupportpro on March 17, 2017 at 12:46 PM
    worked - thanks
    ...