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JotForm is a free online form builder which helps you create online forms without writing a single line of code. No sign-up required.

At JotForm, we want to make sure that you’re getting the online form builder help that you need. Our friendly customer support team is available 24/7.

We believe that if one user has a question, there could be more users who may have the same question. This is why many of our support forum threads are public and available to be searched and viewed. If you’d like help immediately, feel free to search for a similar question, or submit your question or concern.


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    Credit Card Payment Not Working

    Asked by SpiritFitness on April 22, 2011 at 09:44 AM

    I have been trying to upgrade our account today and cannot get the credit card payment option to work. I have tried to use this option in Safari, Firefox, Chrome and even Internet Explorer on a separate machine. All of the browsers have the same result. The page won't load. 

    What can we do to upgrade our account (without using the PayPal option)?

    My phone number is (870)761-4875.

    Thank you.

    Erin McDuff 

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    Answered by allanftd on April 22, 2011 at 10:40 AM

    Hi Erin,

    Thanks for bringing this to our attention and we apologize also for the inconvenience.

    I have tried to replicate the issue but failed to get a page not loading error. I was redirected to our 3rd party payment processor Plimus. May I ask at which step are you having a page loading issue? What were the steps that you took prior to getting to the page that's not loading? 

    We'll wait for your feedback. Thank you for your interest in upgrading your JotForm account. 

    JOTFORM SUPPORT

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    Answered by SpiritFitness on April 22, 2011 at 12:51 PM
    When I click Next on \"http://www.jotform.com/upgrade\" it stalls out and
    stays there for a minute or two, then it will time out.
    I have attached a screen shot from Chrome and from FireFox.
    Prior to this, I have been on the Pricing page and click on Upgrade
    under Premium category. I went two different ways to the page (\"Pricing\"
    link & \"Upgrade to Premium\" from Account Settings). Both ways ended with
    the same result.
    Erin McDuff
    Spirit Fitness

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    Answered by allanftd on April 22, 2011 at 01:18 PM

    Thanks Erin for your prompt response. I wasn't able to see the screenshot, but can you please go directly to this link and let us know if you're able to see it - https://www.plimus.com/jsp/buynow.jsp?contractId=1693520&custom1=

    We appreciate your interest in JotForm Premium. Thank you for bearing with us. 

    JOTFORM SUPPORT

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    Answered by SpiritFitness on April 22, 2011 at 02:12 PM
    That page will not load. It times out.
    I have attached the screen shots as .jpg files this time.
    Erin McDuff
    Spirit Fitness

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    Answered by allanftd on April 22, 2011 at 02:33 PM

    Sorry to hear that, Erin. I am able to view the page with ease. Even the Next button in the jotform.com/upgrade page is working fine for me and my colleague.

    I would suggest clearing your browser cache and cookies and then restarting your PC. If it still doesn't work, could you ping www.plimus.com from your computer? To ping using a Windows PC, go to Start > Run then type cmd. Then type ping www.plimus.com in the command prompt. If the result is "request timed out" it means there is an issue with your current machine. The quick fix in this case is to use another computer to upgrade your account.

    We hope this information will be helpful. Kindly inform us how it goes so that we can help you further if needed. Thank you for your patience and for using JotForm!

    JOTFORM SUPPORT

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    Answered by SpiritFitness on April 22, 2011 at 02:39 PM
    Hmm. Odd. I have had the same results with two different machines. One
    is a PC the other is a MAC.
    I haven\'t had problems with it before, but could the software that our
    company is using to monitor Internet Activity be causing this kind of
    error? Typically if a page shouldn\'t be viewed at work it will bring up
    another type of screen and say the page is blocked, never a time out issue.
    Also, I can load the plimus.com page without any problem, just for some
    reason I cannot access your point of sale.
    I will try around the office and see what I can find.

    Erin McDuff
    Spirit Fitness

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    Answered by allanftd on April 23, 2011 at 12:05 AM

    Hi Erin,

    Thanks for the update. There's a big chance that this is caused by your office's internet monitoring software. Is your IT Department using Websense in your office? Sometimes, instead of showing the custom error page, it will show the standard error page. And depending on how it is configured, Websense will filter a page depending on certain keywords in the website URL or content. That is why http://www.Plimus.com may work, but a longer URL that starts with https:// such as https://www.plimus.com/jsp/buynow.jsp?contractId=1693520&custom1= may not be accepted.

    I would suggest using another computer, perhaps your home computer or laptop, and let us know how it works this time. We apologize for any inconvenience.

    Thank you for using JotForm!

    JOTFORM SUPPORT