Payment issue

  • Profile Image
    Asked on November 20, 2017 at 07:33 PM


    I downgraded my Jotform account in November 2016 however the credit card associated with my account is still being charged.

    I have checked my profile and that states I have a 'free' account type.

    Please can you advise?

    Thankyou in advance.

  • Profile Image
    Answered on November 21, 2017 at 01:34 AM

    We are sorry for this inconvenience.

    As I checked your account "rquirk", it has been subscribed to Economy monthly plan through PayPal. This subscription started on the date 7/1/2015 and the last payment that we have received for this subscription is on the date Nov 1, 2017 according to our records. In addition to this, It seems there is no cancellation before Nov 20,2017. The only records I found for your cancellation belongs to the date Nov 20,2017:

    1511245948Screen Shot 2017-11-21 at 09.4

    Furthermore, you have already contacted with our manager for the same issue. I'm also going to inform her once again to finalise this issue. 

    Thank you in advance for your cooperation and understanding. 

  • Profile Image
    Answered on November 21, 2017 at 02:48 PM


    As explained via email, you had two subscriptions for this account. One was purchased back in July 2015 (S-6HN353028J490910C), the other one in July 2016 (S-1C333304A38813501). You asked to cancel one of them and were not aware that there was a duplicate one.

    As you mentioned in the email, you got a notice in November 2016 that 4 months were refunded and one of the duplicate subscriptions were canceled, however the other one remained active.

    I informed to you that I had refunded 3 months. After getting permission access, the other 3 charges remaining on Paypal were just refunded.

    So, you were charged since June 2016 till November 2017, that makes a total of 18 months. But 4 months were refunded and I did 6 months in total. That gives us a total of 10 months refunded.

    We will be sending a total of $159.60 to complete the remaining 8 months (19.95*8).

    I hope this solution is what you were looking for.