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

    Downgraded when I paid annual upgrade

    Asked by empassionnatural on February 23, 2017 at 10:52 PM

    Hi,

    This is getting frustrating.

    I paid a renewal for 1 year upgrade but once again I have received an email saying my account needs to be upgraded. 

     

    My account has been downgraded... again.

    Can you PLEASE sort this out once and for all.

     

    userL empassionnatural

     

    Mark

  • Profile Image
    JotForm Support

    Answered by Chriistian on February 24, 2017 at 03:35 AM

    I'm checking your account. Please allow me sometime to further investigate. I'll get back once I've found results.

    Regards

  • Profile Image
    JotForm Support

    Answered by Chriistian on February 24, 2017 at 04:20 AM

     

    You have two subscriptions in your account. The bronze monthly in PayPal and Silver Yearly in FastSpring.

    Since there were two active subscriptions, the Bronze monthly was cancelled and it made your account downgraded back to Free.

    I can see that you have upgraded again to Bronze Monthly while you have an active subscription of Silver Yearly. I have sent a refund request for your Bronze Monthly Payment this February 23, 2017. I have set your account back to Silver Yearly Plan. 

    Please cancel your Bronze Monthly Subscription (S-41H496903N678470K) on PayPal  to avoid being charged again.

    After you have cancelled your subscription on PayPal, please reply to this thread immediately: https://www.jotform.com/answers/1074972 so we can remove the downgrade schedule. If you receive emails that your account will be downgraded, please ignore them.

    We'll be waiting for your response.
    Regards

  • Profile Image

    Answered by empassionnatural on February 25, 2017 at 02:46 AM
    Thanks,
    But why do I get emails telling me that my subscription is over and then it
    downgrades me to Basic?
    Mark
    *Regards*
    *Mark Neveceral*
    CEO
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    MARK NEVECERAL
    CEO
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    4/12 Greenway Dve, Tweed Heads Sth NSW 2486, Australia
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    + 61 7 5609-8404 <+091234567890>
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    mark@empassion.com.au
    ...
  • Profile Image
    JotForm Support

    Answered by liyam on February 25, 2017 at 05:07 AM

    Hello Mark,

    What happened was that you upgraded to Silver first then canceled your Bronze subscription right after. The last instance that happened on your account triggers a change of status on your subscription type. On this case, the last instance was the downgrade of the account. As a result, you were downgraded to free status and the notification email goes along with it. 

    As I noticed, you have upgraded again to Bronze. If there is no need for you to upgrade your subscription to this type, please cancel your subscription on your Paypal account and let us know that you have successfully done so in order for us to check your status and remove the downgrade schedule that triggers after every cancellation.

    Please do not hesitate to contact us anytime for any concern with your account. 

    Thanks.