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    Service needs to be reactivated through May

    Asked by uwgweb on May 16, 2017 at 02:07 PM
    I have been unable to get a response from JotForm regarding the following email. We have paid for service through May and yet our account has been suspended. I have tried since last Thursday to get a response to my last email with no success. I would appreciate any assistance provided. 
     
     
    Jeanna Lambert <jlambert@westga.edu>
    May 15 (1 day ago)
     
    Reply
    to Jotform
     
     
     
     
     
    ​Please update me on the status of our account.​

    On Fri, May 12, 2017 at 3:25 PM, Jeanna Lambert <jlambert@westga.edu> wrote:
    Please provide an update.

    On Fri, May 12, 2017 at 10:32 AM, Jeanna Lambert <jlambert@westga.edu> wrote:
    Please provide an update. Our service needs to be reactivated as soon as possible.

    On Thu, May 11, 2017 at 1:59 PM, Jeanna Lambert <jlambert@westga.edu> wrote:
    I'm still confused. I also received a credit for $172.26 which was a credit of $190 for the yearly plan AND a debit for $17.74 to continue the month of May. Our subscription should still be active through the end of May.

    On Thu, May 11, 2017 at 1:53 PM, Jotform Support <support@jotform.com> wrote:
    Dear Jeanna,

    The Bronze yearly subscription rate is $190, when you upgraded the account to the Bronze yearly subscription, you were only charged $172.26 because Stripe, the payment processor of your subscription, took the Bronze monthly subscription you have paid in May 8th, as credit to complete the Bronze yearly rate, as shown on invoice #20171301007, as shown in the following image:

    ​I hope this helps to clarify this issue. You may go ahead to upgrade the account.

    Let us know if we can further assist you.

    Kind Regards.

    Aury.
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    JotForm Support

    Answered by david on May 16, 2017 at 02:27 PM

    The subscription was cancelled when the Yearly Charge was refunded.  The additional $17.74 from the original monthly subscription should have been refunded at that time as well but it was not. 

    I refunded the remaining $17.74 and if you still need a subscription, you would need to upgrade the account.  Make sure to select monthly billing when doing so.