Why we are having free account status? It should be bronze yearly.

hi there,

 

just looking at our Jotform account, and it appears that somehow we're listed as having a free account, when we should have a bronze one. could you let us know please? Our user name is Otherplace.

 

thanks,

Tom

 

We are sorry for the inconvenience this may have caused. Upon checking, the last subscription you made on August 31, 2018 (bronze yearly) was successfully returned/refunded to your account. Also, I do not see any upgrades and transactions made on your account after that and this year.

Can you give us a screenshot of your latest upgrade if you are referring to something else?

Guide: How to Post Screenshots to Our Support Forum

Looking forward to your response.

Hi there,

We had a Bronze yearly one, which we upgraded to Silver, and then downgraded back to Bronze (this is what should have happened in August). But we should have an ongoing Bronze membership? Not a free account.

Thanks,
Tom


----------
Otherplace Brighton

Otherplace Lofts
11 Jew Street
Brighton
BN1 1UT



Enquiries: 01273 987 516
www.otherplacebrighton.co.uk
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Otherplace Productions Limited is a not-for-profit company limited by guarantee. Registered in England & Wales Company Number 7096732. Registered office: Otherplace Lofts, 11 Jew Street, Brighton, BN1 1UT. VAT No. 136 4468 04.



...

I see now why your account is downgraded to FREE. You upgraded to silver monthly on August 21, 2018. The silver plan is partially refunded since you switched to bronze yearly on August 30, 2018.

Now, when you switch to the silver plan (August 30, 2018), my colleague has canceled the subscription and refunded it because there is still an active yearly bronze subscription.

The subscription remained to your account is this: https://sites.fastspring.com/interlogy/order/invoice/INT180124-4773-74426. You availed this last January 24, 2018 with the end of year sale discount and it ends January 24, 2019 or February? I'm not sure because Jotform provides days to upgrade the account or to update payment method of your account if the card is declined or auto-renewal is not successful.

We are sorry for the trouble caused to you. Since your account is in FREE plan now, you can upgrade to bronze yearly plan. Let us know if you have encountered problems with upgrading your account.