Submissions missing from our account

  • ANSMA
    Asked on March 1, 2020 at 7:52 AM

    Hi,

    Yet again we need to contact the Jotform Support team to find out why our account has had changes as a result of an issue with our payment.

    We upgraded the account the other day and we are on a Silver plan now. We see that we have a large number of submissions missing from our forms (probably over 2000 on one of the forms)

    Can you investigate and fix please.

  • jherwin
    Replied on March 1, 2020 at 9:26 AM

    I checked your account and it looks like it has been downgraded to the FREE plan which is why some of your submissions have been deleted by our system.
    1583072569subscription Screenshot 10
    Please note that the FREE plan can only store up to 500 submissions for all forms.

    Since you have upgraded your account, I've been able to restore the deleted submissions. Please check to confirm whether the data is now visible on your forms submissions page.

  • ANSMA
    Replied on March 1, 2020 at 9:30 AM

    Yes it is now visible...

    This is really frustrating as the same problem is happening each month. Can you make sure that this does not happen again next month

  • John Support Team Lead
    Replied on March 1, 2020 at 10:57 AM

    Hello @ANSMA - It will only happen if there is a disruption with the subscription such as downgrading to FREE, as my colleague has mentioned. Since the FREE account can only store up to 500 submissions, the remainder will be temporarily inaccessible until you upgrade to a paid plan. Note that we can only restore overquoted submission data within the next 30 days.