Problem with subscription

  • Profile Image
    sewickleypresby
    Asked on March 30, 2017 at 09:44 AM

    I went to use a form last night but the system said I was out of space and submission storage. So I upgraded to the Bronze package and was able to use the forms again.

    This morning I received an email saying

    "Dear customer

    We have noticed that you have upgraded your account to Bronze monthly subscription plan, while your account is already holding a Premium monthly plan.

     

    Please be advised that our subscription plans and pricing are restructured recently. The Bronze and Premium subscriptions are the same subscriptions in feature limitations.

     

    Since your account is already holding a Premium monthly subscription, it is not required to upgrade to the similar plan. So, we are cancelling and refunding the Bronze subscription on your account. The refund amount will be reflecting in your account statement within 5 to 7 business days.

     

    If you have any other questions, please let us know. We will be happy to help.

     

    Best Regards.

     

    Aury. 

    JotForm Support Team"

     

    I'm of course confused. I'm now not able to use Jotform again because it's again telling me I have no space and no submission storage left. 

     

    Please remedy this ASAP.

     

    Thank you,

     

    Jennifer Johnson

     

    ps. it would be awesome if you provided phone support for times like these

  • Profile Image
    liyam
    Answered on March 30, 2017 at 11:41 AM

    Thanks for giving us notice of this matter, Jennifer. We sincerely apologize for this confusion, as well. Upon reviewing your subscription, my colleague Aury is correct about the matter that you are holding a Premium subscription. So we believe that it is just that you are put back to your subscription status and remove your 'double subscription'. It is likewise advantageous for you since your Premium subscription, being a grandfathered one is paying half compared to the current price (under Bronze). 

    With these findings, she canceled your subscription for Bronze. However, for some reason your account status failed to change back to its original state. But now I have moved it back to Premium. Your account should be fine now.

    Feel free to get back to us if you have questions or other concerns.

    Thanks for your understanding, and again we apologize for this inconvenience.