Why our account has reverted to Basic?

  • Profile Image
    Sbarrett
    Asked on September 26, 2017 at 06:28 AM

    Hi there, 

    Can you explain why my account is now the basic free version? I believed this should automatically renew as I have had no notification of any change.

    Thanks, 

    Stephen

  • Profile Image
    Kiran
    Answered on September 26, 2017 at 09:39 AM

    We are sorry for the inconvenience this may have caused. I have checked your account and it was not renewed with the subscription plan. I am not able to find any records why the account was not auto-renewed. Since the account was not renewed, the account was downgraded to free manually when our team has noticed that the account was holding Bronze since the end of last subscription period.

    I am also checking with the payment processor to see if there was an issue with auto-renewal of the subscription. We'll let you know if we have any information in this regard. However, you may upgrade the account to the Bronze account now from the pricing page.

    Please get back to us if you need any further assistance. We will be happy to help. 

  • Profile Image
    Kiran
    Answered on September 26, 2017 at 09:51 AM

    I have checked with our payment processor and was informed that the subscription was a one-time charge so it was not auto-renewed. We request you to upgrade the account from the pricing page and let us know if you need any further assistance. We will be happy to assist. 

  • Profile Image
    Sbarrett
    Answered on September 26, 2017 at 11:43 AM
    Thanks
    I will have our account details re-entered for the upgrade
    Will we have lost any data from this downtime?
    Stephen
    Stephen Barrett
    Campaign Implementation Manager
    [Description: Bounty-log-strapline]
    Bounty (UK) Limited
    29 Broadwater Road, Welwyn Garden City, Hertfordshire, AL7 3BQ, United Kingdom
    T. +44 (0) 1707 294 048 M. +44 (0) 788 5812 853 F. +44 (0) 8082 802 164
    sbarrett@bounty.com www.bounty.com
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  • Profile Image
    Kiran
    Answered on September 26, 2017 at 12:07 PM

    I see that you have already upgraded your account to Bronze yearly. Generally, when the account is downgraded to Free, the free account limits are applied automatically to the account including storage limit of 500 latest submissions. However, as I check your account now, the account is displaying more than 4100 submissions which seem to be restored again. 

    There should not be any data loss during this downtime. Please check and let us know if you need any further assistance. We will be happy to assist. 

  • Profile Image
    Sbarrett
    Answered on September 27, 2017 at 11:43 AM
    HI there,
    Unless I’m missing something we have lost a number of submissions
    [cid:image001.png@01D337AB.314BC1A0]
    Can you check for me?
    Thanks,
    Stephen
    Stephen Barrett
    Campaign Implementation Manager
    [Description: Bounty-log-strapline]
    Bounty (UK) Limited
    29 Broadwater Road, Welwyn Garden City, Hertfordshire, AL7 3BQ, United Kingdom
    T. +44 (0) 1707 294 048 M. +44 (0) 788 5812 853 F. +44 (0) 8082 802 164
    sbarrett@bounty.com www.bounty.com
    Please consider the impact on the environment before printing this email
    ...
  • Profile Image
    Kiran
    Answered on September 27, 2017 at 12:00 PM

    I checked your account again now and it has displayed only 504 submissions total. However, I have again restored the account submissions which is now displaying 4122 submissions. Please check and let us know if you still notice any further issue. We will be happy to take a look again. 

    We are sorry for the trouble caused. 


  • Profile Image
    Sbarrett
    Answered on September 27, 2017 at 12:43 PM
    Thanks, now showing as correct number
    Stephen Barrett
    Campaign Implementation Manager
    [Description: Bounty-log-strapline]
    Bounty (UK) Limited
    29 Broadwater Road, Welwyn Garden City, Hertfordshire, AL7 3BQ, United Kingdom
    T. +44 (0) 1707 294 048 M. +44 (0) 788 5812 853 F. +44 (0) 8082 802 164
    sbarrett@bounty.com www.bounty.com
    Please consider the impact on the environment before printing this email
    ...
  • Profile Image
    Kiran
    Answered on September 27, 2017 at 12:57 PM

    Great! Thanks for confirming that the submissions are restored. Please do not hesitate to get back to us if you need any further assistance. We will be happy to help.

    Thank you for using JotForm!