Upgrade not working - Please Refund

  • digitalescalate
    Asked on August 22, 2018 05:25 AM


    I have had an absolute nightmare trying to upgrade I have messaged your support team and they weren't very helpful the calculator not upgrading have cost us several hundred GBP in ad spend. 

    You have a major bug in your system I tried to upgrade in private browser and 3 different browsers. Eventually, I had to buy the upgraded package creating a brand account. 

    Can you please refund me for this package, please.  

    I think I will have to upgrade the new account also can you please tell me if I will have any implication? 


  • Victoria_K
    Replied on August 22, 2018 09:04 AM


    Our apologies on any inconvenience caused. Seeing your previous thread www.jotform.com/answers/1559544, I can assume that you wanted to place this request from your other account. 

    Can you please log in to the correct account and tell us what issue you are experiencing when upgrading your account? 

    If I have misunderstood, please confirm that you need help with digitalescalate account.

    We will wait for your reply.

    Thank you.

  • digitalescalate
    Replied on August 22, 2018 12:47 PM

    Hi, I have logged into the right account and posted the same message... 

    The issue I am having it is saying waiting to switch this could take a few minutes and the upgrade doesn't happen.

    I did this around 10 times of different browsers and also incognito 

  • Victoria_K
    Replied on August 22, 2018 01:27 PM

    My sincere apologies, but I am still a bit confused which account you refer to. It seems that your other account is mortgageclaims, which is currently holding a yearly sale subscription. If my assumption is correct, you may consider to cancel the subscription as it can not be combined with other offers. This may cause an issue you described.

    We will gladly process a prorated refund for the remaining time on that subscription.

    Please contact us via mortgageclaims account, so we could assist you properly.

    If you did refer to other account, please specify which one.

  • digitalescalate
    Replied on August 23, 2018 10:43 AM
    Hi, It is the account connected to cbramall81@gmail.com
  • Mike_G JotForm Support
    Replied on August 23, 2018 11:59 AM

    Thank you for the additional information. I checked the email address you shared and it is associated with the mortgageclaims account. 

    May we suggest that you log in to that account and reply to the thread opened by that account with regards to "upgrading", please?

    To visit the "questions" you have opened in the support forum, please see the image below.

    1535039940t11 56 13 Screenshot 10

    Or, you can also just visit this link while logged to the correct account — https://www.jotform.com/answers/asked.php