- mbombasiAsked on August 23, 2017 at 01:28 PM
- JotForm Supportashwin_dAnswered on August 23, 2017 at 02:16 PM
I did check your account and found that you have active bronze 2-year subscription which will remain active until Oct 31, 2018.
Yes once you upgrade to higher plan, we can cancel and process prorated refund for your existing subscription. We can also switch your subscription from backend to desired plan.
Do you want to upgrade to silver yearly or silver 2-year subscription plan? We will wait for your response.
- mbombasiAnswered on August 23, 2017 at 04:02 PM
We want to upgrade to silver 2-year subscription. Also, will we receive the forms that have been submitted after our account was disabled?
- mbombasiAnswered on August 23, 2017 at 04:28 PM
Can you please enable our forms while we are in the process of upgrading.
- JotForm SupportdavidAnswered on August 23, 2017 at 05:56 PM
I activated your forms to allow you some time to upgrade. Do let us know if you would like to switch subscriptions and we can make the update for you. If you do create a new subscription, since you are with our old payment processor, it may not give you the pro-rated charge. If that happens, let us know and we can manually do a pro-rated refund for your current subscription.
- mbombasiAnswered on August 24, 2017 at 09:12 AM
Yes, I want to upgrade to the Silver 2-Year Subscription. I am not getting the pro-rated price when I try to process the upgrade for my account. Can you process the upgrade for me at the pro-rated price or do need to do it and you will refund the pro-rated amount?
- JotForm Supportashwin_dAnswered on August 24, 2017 at 10:00 AM
I did try to switch you subscription to silver 2-year subscription but our payment processor was unable to charge your card. Your credit card was declined with error message "CREDIT CARD REBILL DECLINED".
Please click on the following URL to update your credit card: https://sites.fastspring.com/interlogy/order/s/INT161101-9167-95614S
Prorated refund of $54.54 for your existing bronze 2-year subscription was processed and new charge of $266.66 for silver 2-year subscription was applied. Your subscription was switched to silver plan and if your payment is successful, it will remain active until 31 Oct, 2018 (your original subscription period).
- mbombasiAnswered on August 24, 2017 at 10:16 AM
Can you please call me to assist with the payment process?
- JotForm SupportChriistianAnswered on August 24, 2017 at 10:44 AM
Unfortunately, we do not have a phone support. We will attend to your payment concern on this thread. Are you still unable to upgrade your account? As per checking your subscription, it was upgraded to Silver Bi-Yearly subscription. However, your card was not successfully charged for the upgrade.You can update your credit card information for your subscription using this link: https://sites.fastspring.com/interlogy/order/s/INT161101-9167-95614S.
Here are the steps to update your credit card information on the subscription:
2. Click on the Edit Subscription.
3. Select Update Payment Method and click Next button.
4. Update credit card information.
If you have any other questions, do let us know so we can further assist you.
- mbombasiAnswered on August 24, 2017 at 11:05 AM
What is the amount being charged?
- JotForm SupportdavidAnswered on August 24, 2017 at 11:15 AM
To prevent any confusion, we can simply do a pro-rated refund for your current subscription and then you can sign up for whatever subscription you would like. Like us know if that works for you and we will go ahead and cancel/refund the remainder of your Bronze subscription.
- mbombasiAnswered on August 24, 2017 at 11:41 AM
Yes, please cancel the upgrade and cancel/refund the remainder of the bronze subscription and I will purchase the new silver subscription, as long as our service is not interrupted during the process.
- JotForm SupportdavidAnswered on August 24, 2017 at 11:51 AM
The Bronze subscription has been cancelled and refunded. This does place your account back to a Free one currently so I would recommend upgrading to you preferred subscription as soon as possible to prevent your forms from being disabled.
- mbombasiAnswered on August 24, 2017 at 12:11 PM
I purchased the Silver 2-Year Subscription. Please ensure that our service is not interrupted. Thank you
- JotForm SupportdavidAnswered on August 24, 2017 at 12:14 PM
The subscription is now correctly applied to your account. Let us know if it is not showing on your end and we will be happy to have a look.
- mbombasiAnswered on August 29, 2017 at 03:02 PM
I have been charged for the new silver subscription, but I have not received the prorated refund of $54.54 for the existing bronze 2-year subscription. When will the refund be processed?
- JotForm SupportdavidAnswered on August 29, 2017 at 04:17 PM
The refund has been processed. It generally takes 5-7 business days to receive the funds and the refund was processed on August 24th. The funds should be arriving soon.
- JotForm SupportdavidAnswered on September 06, 2017 at 11:23 AM
I cancellation of your previous subscription sent a downgrade notice that was not removed, apologies. I reapplied you subscription and it should now show correctly.
As for the refund, it was credited to a card ending in 2033, which was the card used to pay for the Bronze subscription. The refund was processed August 24th and should have posted to that card by now:
- mbombasiAnswered on September 06, 2017 at 11:46 AM
The card ending in 2033 was canceled and replaced with the most recent card used to pay for the silver subscription ending in 0448. The refund should be credited to the card ending in 0448.
- JotForm SupportliyamAnswered on September 06, 2017 at 12:59 PM
When refunds get processed, it should be credited back to the account from which the source of the credit is paid form. I suggest to please wait for 3-5 banking days and check to where the refund gets credited.
Please let us know if you have additional questions.
- mbombasiAnswered on September 06, 2017 at 01:55 PM
Seriously, of course I have additional questions. It has been 13 days since you tried to process the refund on Aug. 24, 2017. The card ending in 2033 was canceled and the card ending in 0448 is the new card for the account from which the source of the credit was paid from. If you want to credit the refund back to the account from which the source of the credit was paid from, then it must use the card ending in 0448. This is extremely frustrating.
- JotForm SupportdavidAnswered on September 06, 2017 at 03:02 PM
Unfortunately, we can only process refunds back to the original card from which they originated. It is not possible for us to assign a refund to a different card, the system we use does not allow for doing so for many reasons.
Usually banks will forward funds from deactivated cards to the current card on file or account linked to the previous card. This may be why the refund is taking longer than usual to process.