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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    My account got charged after downgrading

    Asked by emilyben on March 01, 2017 at 12:22 PM

    I recently requested to downgrade my jotforms. I was told it would happen on March 2 but that I would not be charged on March 1. I still got charged today. What do I need to do to get this fixed? 

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    JotForm Support

    Answered by Kiran on March 01, 2017 at 02:19 PM

    We are sorry for the inconvenience this may have caused. I see that the account has been charged today due to a technical glitch with the PayPal system. Since the subscription is paid using PayPal, the subscription needs to be canceled from the PayPal dashboard. You may cancel the subscription by following the steps below:

    1. Log into your PayPal account

    2. Find the latest payment you made to us

    3. Click on your subscription number

    4. Click on "Cancel Subscription" button.

    When you cancel your subscription you will not be charged again. I am sending a request to our manager to refund the last charge. I have downgraded your account to Free subscription now. Please allow 5 to 7 business days to reflect the amount in your account statement.

    Thank you! 

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    Answered by emilyben on March 09, 2017 at 09:16 AM
    I have cancelled the subscription but how do I get the money back that was taken out today?
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    JotForm Support

    Answered by Kiran on March 09, 2017 at 10:32 AM

    I see that the amount that was charged already refunded. Generally, it takes about 5 - 7 business days to process the refund. If you have not received the refund yet, please wait for 2 days and let us know so that we can take a look again.