Payment limitations

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    maryhm
    Asked on January 03, 2018 at 12:56 PM

    I have the Bronze plan, and have for over a year. I was just notified that I have used all 10 payments- there was NOT this limit last month. I process a lot more than 10 payments through the site every month. Now, my forms are cut off unless I upgrade.  I am in the middle of a mass of spring semester enrollments!! This is a SERIOUS situation. When did this change happen and why wasn't I informed? It seems like you shouldn't be able to just arbitrarily change the terms of a paid account without notifying your customer.

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    david
    Answered on January 03, 2018 at 02:21 PM

    Our growth team is indeed rolling out new payment limits which will be applied to all users.  The updated limits were applied today.  I am not sure why a notice was not sent out before doing so.

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    maryhm
    Answered on January 03, 2018 at 02:29 PM

    I was billed $159 in October for a year at the old terms. This is NOT good customer service. You charged me for something that I am no longer receiving. What are you going to do to rectify this? Am I getting a refund? Am I getting my old plan back that I have already PREPAID for?

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    BDAVID
    Answered on January 03, 2018 at 04:13 PM

    Please note that the terms can change from time to time: https://www.jotform.com/help/8-Terms-of-Use 

    "Modifications To Terms. Company may, in its sole and absolute discretion, change these Terms from time to time. Company will post notice of such changes on the Site. If you object to any such changes, your sole recourse shall be to cease using the JotForm Service. Continued use of the JotForm Service following notice of any such changes shall indicate your acknowledgement of such changes and agreement to be bound by the terms and conditions of such changes."

    Unfortunately, this changes have been applied, and we do not have the option to revert them in any account.

    So, if you want to cancel your subscription we will provide you a prorated refund.

  • Profile Image
    Paul Jeffries 
    Answered on January 03, 2018 at 04:19 PM

    This is appalling customer service. I have used jotform for years but will now move away from you. Regardless of profit growth you need to look after your existing customers, time for us to have our say on the usual channels to notify existing and would be customers of this unbelievable and underhand tactics 

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    BDAVID
    Answered on January 03, 2018 at 06:10 PM

    @Paul Jeffries, we appreciate your feedback, please note that our growth team will read it.

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    maryhm
    Answered on January 03, 2018 at 10:35 PM

    I paid $159 for the year in October. Until I have time to sort this nightmare out and move to another company (I'm out of the country now), I have to upgrade so my business can continue running. But I've already paid for this month- and every month until next October. There's no prorated upgrade option. It wants to charge me the full price for an upgrade. Why do I have to pay TWICE? This is seriously outrageous. 

  • Profile Image
    maryhm
    Answered on January 03, 2018 at 10:37 PM

    I also notice that you changed my post to private (I just changed it back to public). I don't get an email informing me of this SIGNIFICANT change, and now you're trying to hide this from other jotform forum readers? 

  • Profile Image
    Nik_C
    Answered on January 04, 2018 at 02:46 AM

    We apologize for any inconvenience.

    Your Silver upgrade was through PayPal so that's why no prorated refund and your Bronze plan was paid with credit card. It's a different payment method.

    I refunded unused time from your Bronze plan which is 126$ (you were charged for past 2 and a half months).

    Let us know if you have any further questions.

    Thank you!

  • Profile Image
    mustafa
    Answered on January 14, 2018 at 10:15 AM

    Hi maryhm,

    Sorry for double charging. It is a result of using more than a single payment gateway and in such cases, we definitely refund the additional charging.

    For now, the payment limits were lifted and you have your old limits. We will introduce payment limits again in the upcoming months after making sure our customers are notified and ready for the change. 


  • Profile Image
    maryhm
    Answered on January 14, 2018 at 03:43 PM
    So will I be refunded all of the money I spent on the new plan when I had
    to scramble to keep my registration forms open to my customers?
    Thanks,
    Mary Middlebrook
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  • Profile Image
    jonathan
    Answered on January 14, 2018 at 04:41 PM

    So will I be refunded all of the money I spent on the new plan when I had to scramble to keep my registration forms open to my customers?

    This is correct. From what I see on your account Billing section, the latest payment was refunded already. Please wait a few days for the refund amount to reflect on your account.

    Let us know if you need further assistance.