Incorrectly charged?

  • Profile Image
    honeyroot
    Asked on March 08, 2017 at 06:01 PM

    Hello,

    We were under the impression that we were using the free account (and have currently used 23 of 25 forms). However, the woman (Deepika) who set up the acct for our organization (HoneyRoot) just discovered she has been charged the last 6 months. Can you help me resolve this matter? 

    2017-03-01 $19.00   Paid View 
    2017-01-29 $19.00   Paid View 
    2016-12-29 $19.00   Paid View 
    2016-11-29 $19.00   Paid View 
    2016-10-29 $19.00   Paid View 
    2016-09-29 $19.00   Paid View 

    Thank you,
    Ember
  • Profile Image
    Chriistian
    Answered on March 08, 2017 at 09:08 PM

    I checked the account (honeyroot) and it is currently holding a Bronze Monthly Subscription for $19 USD. Please note that an account will only be charged if the account owner explicitly upgraded to one of the Paid Plans from the Pricing Page.

    When you have upgraded to any Paid Plan, it is recurring subscription and the only way to stop being charged is to cancel the subscription.

    To cancel the subscription, you need to manually cancel it from PayPal. Please refer to this guide: How Can I Cancel My PayPal Subscription?

    If you have successfully canceled it from PayPal, you will be automatically downgraded back to free account. 

    Let us know if you need further assistance.

    Regards