What is JotForm?
JotForm is a free online form builder which helps you create online forms without writing a single line of code. No sign-up required.

At JotForm, we want to make sure that you’re getting the online form builder help that you need. Our friendly customer support team is available 24/7.

We believe that if one user has a question, there could be more users who may have the same question. This is why many of our support forum threads are public and available to be searched and viewed. If you’d like help immediately, feel free to search for a similar question, or submit your question or concern.

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    Subscription payment didn't go through.

    Asked by Brook Robinson on May 12, 2017 at 08:24 AM

    I got a message that the monthly fee failed on billing but I confirmed my paypal credit card # is correct. Please advise what I need to do to ensure subscription fee is billed corrctely?


  • Profile Image
    JotForm Support

    Answered by ashwin_d on May 12, 2017 at 09:19 AM

    Hello Brook,

    I did check your account and found that your most recent subscription payment for bronze monthly plan was not successful. I am not sure sure what caused it but Paypal will again try to charge your card on May 15, 2017 before cancelling the subscription.

    I would suggest you to please check your Paypal account and see if the card is correct and valid. You may also like to add a backup payment method by adding another credit card in your PayPal account. Alternatively you can also contact PayPal support to find out the reason why the transaction was denied.

    Thank you!

  • Profile Image

    Answered by Brookrobinson on May 12, 2017 at 12:44 PM
    I am unable to add any back up payment method, and I confirmed that paypal
    has my correct credit card on file. Please resolve this issue!
    Brook Robinson
    find me on facebook
  • Profile Image
    JotForm Support

    Answered by ashwin_d on May 12, 2017 at 01:48 PM

    Hello Brook,

    I would suggest you to please try and re-upgrade your account using your existing credit and see if that goes through. Please click on the following URL to upgrade your account to bronze monthly plan:  http://sites.fastspring.com/interlogy/product/jotformbronzemonthly?referrer=Brookrobinson

    If you are able to re-upgrade using credit card, we will go ahead and cancel your PayPal subscription.

    Thank you!