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    Problem with account status

    Asked by Musa  on May 05, 2017 at 02:59 PM

    please look st the documentation sent in yesterday demonstrating we paid for the nonprofit bronze account on April 21st. 

     

    Then again on April 25th in response to a similar email as today citing our account was free and needed to be upgraded!

     

    Please credit the $9.50 from the payment on April 25th that was not needed since our account was already paid on April 21st as a nonprofit and bronze level. 

    Please stop downgrading our account status!  It is now beyond infuriating! 

    Is is anyone reading the support emails? Jeanette seemed to be tracking and credited the original $19.00 due after I disputed on PayPal. Thank you. Then she saw the duplicate payment on April 25th through Stripe, but downgraded the account now requiring another $9.50 payment! 

    The nonprofit bronze account was paid for on April 21st. Please review all the documentation sent in yesterday.   

    I am at a total loss. 

     

    Musa Vadnais

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    JotForm Support

    Answered by david on May 05, 2017 at 03:57 PM

    The issue is due to our system allowing for multiple subscriptions if you pay via PayPal and directly via credit card.  To compound the issue, the PayPal email address and your account email address are different so they show in different places when we search our billing history.  When the duplicates were cancelled, I believe they did not see the additional PayPal subscription so they cancelled and refunded both subscriptions you request to be cancelled.

    I set your account to Bronze and cleared the downgrade notices.  If you have further questions about this, please follow up here to avoid any further confusion.

    https://www.jotform.com/answers/1137622

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    Answered by showgallerylowertown on May 05, 2017 at 04:43 PM
    Thank you David.
    When will the $9.50 (stripe) from April 25th be credited? Todate only the
    $19.00 (PayPal) from April 18th has been credited.
    Thank you very much
    Musa Vadnais
    ...
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    JotForm Support

    Answered by david on May 05, 2017 at 05:03 PM

    The Stripe refund was processed on April 28th according to our logs.  It depends on how long it takes for processing time and for your bank to release the funds.

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    Answered by showgallerylowertown on May 05, 2017 at 05:43 PM
    Thank you David, I will watch for it.
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