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    Asked on July 02, 2012 at 01:27 PM

    I had paid for premium but now it's downgraded.  What's going on?

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    Answered on July 02, 2012 at 03:39 PM

    Hello again

    Your account is been to Professional. You probably would need to clear your browser cache. Logout , clear the cache and login again




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    Answered on July 02, 2012 at 04:02 PM
    We actually upgraded to professional in June and then got downgraded for
    some reason and then I received an email that if we didn't upgrade to
    professional that our forms would be shut down by noon today. So we went
    ahead and upgraded to professional again. It's been very disappointing so
    far, all the problems we are encountering. I need to go over our account
    with someone. We are also having major form issues. Forms that were
    created months ago and working fine are all the sudden giving us problems.
    Our "Thank you for your submission" auto response only works half the time
    and our orders only come to our emails half the time. We need better
    support from Jotform. Back and forth emails don't get the job done and I
    would think for a company like yours you could do better.
    It is vital to our business that these forms work correctly. I'm sure you
    can understand where I am coming from.
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    Answered on July 02, 2012 at 04:24 PM

    Yes , I understand your point

    I have been working in your case these last 40 minutes, I processed a refund for the order made in June that you should see reflected in your statement within 10 days. I also have left  active  the order you made today . Probably , 2nd level were processing the request for refund of the payment made via Paypal for the bi-yearly Premium subscription.

    The main reason we still don't provide 24/7 chat support is due to the diversity of our customers, we do not only have english speaking customers, and support staff is not too big yet to attend all languages requests , even though many of us speak more than one language . So it is better to have the requests on the forum , despite the language and then use tools to translate and response

    And like I explained to you, the chat box can only be enabled when there is availability on the forum.

    Hopefully you should be all set , after the refund for June (professional) . Let's wait for 2nd level to process the partial refund for the biyearly subscription you made in April for the premium subscription.

    Best regards



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    Answered on July 02, 2012 at 04:28 PM

    I would like to add that if you are still facing some delivery issues, please create a new thread and provide us with as much information as possible about your case.

    We will do our best to help you.