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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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    I have requested the cancellation of my Bronze plan but I am still charged

    Asked by Sam Ducker on May 21, 2017 at 06:29 AM

    Hello I reached out in January to cancel my subscription both through this website and also through my automatic payments on paypal.

    This wasn't done, for whatever reason and you should see that I was unaware of this due to the fact I have not used my account since january. I wanted to reach out to you guys first before proceeding to open a case with PayPal. Please can you cancel my subscription and refund febuary march april may's payments. 

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    JotForm Support

    Answered by Welvin on May 21, 2017 at 11:34 AM

    I'm sorry, but I cannot find your cancellation request from our records, both in our system and from Paypal. If you have successfully canceled the subscription, the auto payment won't happen in February. But you've been charged until this month, so that means you've failed to cancel that through Paypal.

    I'm sorry to say that we can only refund up to 60 days, that's Paypal's limitation and not in our system. I have requested our billing team to facilitate the refund. The refund will be processed within 1 to 2 weeks from now. You should receive a notification from Paypal once the refund is made. We will also do our best to notify you here.

    Let us know if you have any questions regarding this matter.

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    Answered by samducker on May 23, 2017 at 10:43 AM
    Hi Welvin,
    Not sure if I already replied to this, but I appreciated the fact you have processed the 60 days anyways.
    If you can send us that notification as mentioned that would be greatly appreciated also.
    Sam Ducker
    MD | Lucky Duck
    T. 07928744944 E. sam@luckyduck.digital W. www.luckyduck.digital
    ...
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    JotForm Support

    Answered by AIDAN on May 23, 2017 at 12:29 PM

    Please note that you will receive the notification that my colleague Welvin mentioned, when the refund is successfully processed, which I believe didn't happen yet as it's been only two days since it was requested.

    I hope this helps. If you need further assistance please let us know. Thank you.

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    Answered by samducker on May 24, 2017 at 05:43 PM
    Hey Aidan, hope you are well
    I’ve just received a refund but only for 30 days not the 60 days as previously discussed!
    Sam Ducker
    MD | Lucky Duck
    T. 07928744944 E. sam@luckyduck.digital W. www.luckyduck.digital
    ...
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    JotForm Support

    Answered by EltonCris on May 24, 2017 at 07:17 PM

    Hello Sam,

    As you can see in the screenshot below, a total of 5 months has been fully refunded. They were processed a few hours ago so please expect them to be returned soon. 

    The transactions were listed in your Gmail address.

    If you have any other questions, let us know.

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    Answered by samducker on May 24, 2017 at 07:44 PM
    Ah thank you so much Elton, amazing!!!
    Regards
    Sam Ducker
    MD | Lucky Duck
    T. 07928744944 E. sam@luckyduck.digital W. www.luckyduck.digital
    ...