Cannot upgrade our account

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    Deanna Otero  
    Asked on March 30, 2017 at 02:02 PM

    This is my second request for help with our Jot account.  The other day I tried and upgrade out account to the silver package and it said it was successful but then I received an email saying it was not.  tried again and it just freezes.  Today I have had two people try and pay and the amounts that they are being billed is not adding up correctly.  Can someone please contact me ASAP to get this resolved.  people are being over charged and not able to process there application.  I am the new Administrative Assistant and took over for Samantha.  My number is 310.493.1907.

     

    Thank you 

    Deanna Otero 

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    david
    Answered on March 30, 2017 at 03:37 PM

    I checked our logs and see a few different things have happened.  A storage subscription was purchased but was refunded.  At that point, the account should have been set to a Free account.  Since it remained a Storage account, it was preventing new subscriptions from being created.  This is the cause of the Silver subscription payment failing.

    I set the account back to Free and it should now allow for you to upgrade to the subscription of your choice.

    On a side note, I noticed you had a .edu email address.  You cay apply for the educational discount from the following URL.

    https://www.jotform.com/education/pricing/

    You can use the existing account to apply for the Education discount. Please make sure that you have entered the correct JotForm username and email address so that our team will review your application. Once the account is approved, you may upgrade your account with the discounted price.