Why the sub account is over the limit?

We have been having this issue for over a month with a USER in our company account. It shows that her account is FREE and IT IS NOT!! NOW ... her form submissions have been STOPPED because this FREE account only allows for 100 submissions per month. We have 10 users in our account and we all like the forms. HOWEVER, the customer service on this issue IS HORRIBLE!! 

ACCT TYPE: ECONOMY

USERNAME: peherndon

Name: Trish Herndon

Email: trish.herndon@cydi.com

Company Name: Conrad Yelvington Distributors

FREE ACCOUNT USER THAT IS EFFECTED:  terri.sannasardo@cydi.com

IF this issue cannot be fixed IMMEDIATELY, please move the form entitled: "CREW MANAGEMENT FORM" to the main account so that form submissions can continue to be made. I CANNOT MOVE IT MYSELF BECAUSE JOTFORM DOES NOT ALLOW ME TO HAVE ACCESS TO IT!!! WE absolutely have enough room to allow submissions in our company account!!! see screenshot

Thank you for contacting us.

The free status is normal, the sub user accounts do not have the same plan as the main account. To be able to use the main account limits, the forms should be created under the 'Shared with you' folder.

We have temporarily re-activated the 'terrimsan' account. We can also help with the forms transfer to your main account, but we will need to receive a request placed from the 'terrimsan' account. Alternatively, you can ask the sub user to change the form ownership by herself (see the next animation).

If you need any further assistance on this, please let us know. We will be happy to help.