- chnwAsked on September 27, 2017 at 03:42 AM
We bought a professional yearly licence for our company in switzerland. First, all created accounts were OK. But now we only have one account with this licence - all others had changed to FREE licence.
Can you check why we have not the payd licences on this accounts?
The last pay-Day was at April 2017.
Thanks for your help.
BDO AGPage URL:
- JotForm SupportChriistianAnswered on September 27, 2017 at 04:15 AM
Apologies for any inconvenience this has caused.
I checked your account (chnw) which is associated with the email address (Aarau@bdo.ch) and it is indeed in Free Plan. I also checked all the email address you have provided but failed to see which account is in Professional Plan. May we know which account must be subscribed to Professional Plan so that we can investigate further? If possible, please also give us a screenshot image of the invoice or any proof here in the Support Forum. To upload the image, please see this guide: How to Post Screenshots to Our Support Forum.
We'll wait for your response.
- CHBDO_adminAnswered on September 27, 2017 at 05:26 AM
Thank you for fast answering.
As far as i know must be all of there account a part of our license.
We have one "admin-account" called chbdo_admin and create other accounts with it (Aarau@bdo.ch ; email@example.com;...;...).
Is it possible to change all the account to the professional plan?
Do you know why our license on these accounts has changed?
- JotForm SupportJennyAnswered on September 27, 2017 at 09:02 AM
I have checked the mentioned account and it seems that you have one admin account which is associated with the email address firstname.lastname@example.org and it is in our professional plan.
However, rest of the email addresses you have provided (Aarau@bdo.ch; email@example.com; ...) is in our free plan since they are sub-users of the admin account. Please note that sub-users do not have the same permissions as the admin user. If it allowed by the admin, they can edit already created forms and see/edit the submissions.They can create new forms and get submissions within the limitations of their account, in your case Free account limitations apply for them.
If you have any questions, please let us know.
- CHBDO_adminAnswered on September 27, 2017 at 10:00 AM
but why will the account Aarau@bdo.ch be disable today at 12.00 pm? we have allready payed for this license. Aarau@bdo.ch is a sub-user and will have the same configurations ( form view, upload, "Einträge",..) like Dafina.firstname.lastname@example.org, not?
We have the trouble that our account is out of space with the free license. it have to be the same like Dafina.email@example.com...
- JotForm SupportChriistianAnswered on September 27, 2017 at 11:33 AM
I checked the account connected to email address Aarau@bdo.ch and it was not upgraded to any paid plan. The account Aarau@bdo.ch will be disabled due to Overlimit issue. It already receives more than 100 submissions for this month. The account on Free Plan has only 100 form submission limit.
Please note that the subscription/license of the admin account Dafina.firstname.lastname@example.org will not reflect to its sub-user. Sub-user accounts are only accounts/users that the admin account allows to have access to his/her form (edit form/view submission).
To avoid the form on your account Aarau@bdo.ch to be disabled due to overlimit issue, you will need to upgrade the account to any paid plan or you can request to us to move the form under the Aarau@bdo.ch to your admin account Dafina.email@example.com.