Sub-user account not able to clone form from main account

When a sub-user logs into our Jotform account and attempts to create or clone a form they get a message stating they have a starter account and need to upgrade.  We have a silver level account and this has never been a issue before. This happens when you choose the parent folder as well. Please help. Jim from Live Chat was unable to assist and said I needed to escalate.

UPDATE: Effective October 2018 the Sub-User feature has been discontinued and is no longer available for creating new sub-users. If you had been using this feature previously, you're grandfathered.

 If you would like to have additional users added to your account, please check out JotForm Enterprise.

Thank you for creating the thread as requested via the chat support.

I reviewed the details and I found that the sub user account is leteriabailey

Please take note that the sub user's account usage is dictated also by the plan level the account was using. Currently it is under the FREE plan which has a max of 5 forms allowed.

User guide: Understanding Your Account Usage and Limits

As of now the sub user was already at max number of forms on the account. This means they will not be able to add new forms (by creating or via cloning method) on their account My Forms lists. I believe that was what the upgrade pop up screen was about.

 

If the sub user needs to have more than the number of form limits allowed, they will need to upgrade the plan to the next level (paid plan).

To clarify, this is not a glitch but just how the subscription plans were designed.

I hope this help. Please let us know how we can be of further assistance.

 

So your saying even though our main account is at a certain level we have to upgrade each sub user and pay an extra fee for each one?
Alicia
Alicia Church
Administrative Specialist
Montgomery County Collaboration Council for Children, Youth and Families, Inc.
1801 Research Blvd., Suite 103
Rockville, MD 20850
301.610.0147 (Office)
301.610.0148 (Fax)
Alicia.church@collaborationcouncil.org
[http://ts3.mm.bing.net/th?id=H.4683331973481894&pid=1.7]
[http://ts3.mm.bing.net/th?id=H.5056607581635134&pid=1.7&w=209&h=85&c=7&rs=1]
www.collaborationcouncil.org
www.excelbeyondthebell.org
www.infomontgomery.org
www.manyvoicessmartchoices.org
Our work strengthens the community and ensures that children and families receive the services
and supports they need to lead healthy and successful lives—since 1992.
...

So your saying even though our main account is at a certain level we have to upgrade each sub user and pay an extra fee for each one?

The sub accounts all share a folder with the main account. This folder has the limits of the main account. So if they move their forms into the shared folder that will free up the sub users form limit.

So no you don't have to upgrade each sub user's account. Just take advantage of the shared folder.

We have moved the forms to the main folder but the sub user account is still getting the message: You’ve reached your form limit. Starter accounts are limited to 5 forms…
She no longer has any forms under her account. Even when the main folder is selected the message comes up. In order to create or clone forms I have to log into the main account and create for her. This has never been the case until yesterday. Something is not right.
Alicia
Alicia Church
Administrative Specialist
Montgomery County Collaboration Council for Children, Youth and Families, Inc.
1801 Research Blvd., Suite 103
Rockville, MD 20850
301.610.0147 (Office)
301.610.0148 (Fax)
Alicia.church@collaborationcouncil.org
[http://ts3.mm.bing.net/th?id=H.4683331973481894&pid=1.7]
[http://ts3.mm.bing.net/th?id=H.5056607581635134&pid=1.7&w=209&h=85&c=7&rs=1]
www.collaborationcouncil.org
www.excelbeyondthebell.org
www.infomontgomery.org
www.manyvoicessmartchoices.org
Our work strengthens the community and ensures that children and families receive the services
and supports they need to lead healthy and successful lives—since 1992.
...

It now seems to be working.
Alicia Church
Administrative Specialist
Montgomery County Collaboration Council for Children, Youth and Families, Inc.
1801 Research Blvd., Suite 103
Rockville, MD 20850
301.610.0147 (Office)
301.610.0148 (Fax)
Alicia.church@collaborationcouncil.org
[http://ts3.mm.bing.net/th?id=H.4683331973481894&pid=1.7]
[http://ts3.mm.bing.net/th?id=H.5056607581635134&pid=1.7&w=209&h=85&c=7&rs=1]
www.collaborationcouncil.org
www.excelbeyondthebell.org
www.infomontgomery.org
www.manyvoicessmartchoices.org
Our work strengthens the community and ensures that children and families receive the services
and supports they need to lead healthy and successful lives—since 1992.
...