- dunorthAsked on April 05, 2017 at 10:38 PM
We had our credit card fraudulently used, so the number no longer worked, and rather than notify us, the account was aromatically downgraded. As a result we did not receive any of the submission from today. Is there a way to retrieve these submission?
- JotForm SupportliyamAnswered on April 06, 2017 at 04:32 AM
Hello, dunorth. An account being downgraded to free status will not have any effect on the email deliveries or submissions of forms. It should remain active and should be able to receive submissions, unless the downgrade is caused by overlimit which may temporarily suspend accounts. It is only when an account being suspended or disabled that the forms will stop receiving submissions. The email alerts likewise should work fine.
Also, if forms stop receiving submissions, this will completely be not received. Which means the forms are not accepting submissions at all. So we do not withhold any information received by your forms. Except those of incomplete payments which you may still be able to access via submissions page and which you may manually complete.
If you have not received any submissions that time when you were downgraded, then most likely that you actually have not received anything on that period. You may check your submissions page to ensure that you have not missed some email alerts by following the steps from this guide: https://www.jotform.com/help/269-How-to-View-Form-Submissions
You may also review your email activity history to check if there are email alerts based from your form submissions which you missed receiving. These are emails which marked as failed or which are under the bounce list. But upon checking your logs, I did not find any failed email alerts. Here is a guide to know how: https://www.jotform.com/help/293-How-to-View-All-Your-Form-Email-History
If you cannot find on your inbox the submissions, you may also look into your spam folder.
Please get back to us if you have questions.