- jinxwayneAsked on November 14, 2012 at 05:27 AM
Dear Jot Form,
My account is still a free account although I've paid to upgrade to the premium account.
Could you please kindly check this? My username is jinxwayne.
- JotForm SupportNeilVicenteAnswered on November 14, 2012 at 06:02 AM
Your account is actually on free status because the payment for your yearly Premium subscription has failed. Upgrade your account again by going to your account's settings page. If the upgrade pushes through, you should receive a receipt from FastSpring, our 3rd-party payment processor.
Let me know if you need further help with this matter.
- jinxwayneAnswered on November 16, 2012 at 11:08 PM
I've got receipt from FastSpring by mail. I can fwd that mail to you.
And i also have paypal transaction ID:8BM328658D318594S.
Could you please check it for me?
Thank you so much.
- jinxwayneAnswered on November 16, 2012 at 11:10 PM
For your reference, I've made the transaction at NOV 8.
- JotForm SupportmlizAnswered on November 17, 2012 at 12:10 AM
Thank you for this information, please send a copy of the receipt from FastSpring to our email account at email@example.com.
Thanks for using JotForm.
- JotForm SupportNeilVicenteAnswered on November 17, 2012 at 09:56 AM
Have you sent the receipt to us yet? Just thought you should know that your account has gone over the limit for free accounts, and I reactivated it temporarily to avoid serious downtime. We'll have to resolve this matter quickly so please kindly send the receipt to firstname.lastname@example.org or email@example.com.
- jinxwayneAnswered on November 19, 2012 at 12:04 PM
i have just sent the receipt to u.
My email address is firstname.lastname@example.org.
Thank you so much.
- JotForm SupportNeilVicenteAnswered on November 20, 2012 at 05:20 AM
The said payment has been cancelled by FastSpring for unknown reasons. I believe it has been refunded as well.
Kindly try re-upgrading your account via this link:
- jinxwayneAnswered on November 21, 2012 at 12:21 AM
We've been refunded for two times.
If we try for the 3rd time, it's not sure it'll accept or not.
So, could you please explain me why FastSpring cancelled the transaction?
We've to know the root cause, so that we can make the successful transaction and can upgrade our account to the premium successfully.
Appreciate for your support.
- JotForm SupportliyamAnswered on November 21, 2012 at 12:33 AM
Hello jinxwayne. Upon checking some details at FastSpring, it appears that the cause of the refund and cancellation was due to some suspected fraudulent purchase of the subscription. If I'm understanding the details right, the Paypal account's address is US based but the purchase was done in SG which claims by FastSpring as a mismatch.
If you are the owner of the account, changing the address on your Paypal account to an SG-based address might help resolve your problem. Or better yet, you can try contacting FastSpring on this page to discuss with them the problem you're experiencing.
Please do keep us posted.