Plan downgrade issue

hi I have bought and paid for a year subscription on Silver package. I had to upgrade last month to Gold for planned high volumes but need to move down to my Silver plan but when I try to do this on the interface it says I have to pick a payment option for the silver plan and pay again?

Please can you help with this.   

I have checked your account subscription and it seems you have two active subscriptions.

The Gold monthly and the Silver yearly.

You may cancel your Gold monthly subscription I-95ULGG2TMB1Y to avoid getting it auto renewed.

To cancel, you may follow this link https://www.jotform.com/help/336-How-Can-I-Cancel-My-PayPal-Subscription

We can downgrade your subscription back Silver yearly I-D587Y3WCTUST as your subscription is still active.

Let us know if you wish to proceed to downgrade to Silver.

Hi Thanks so much for the feedback.
Yes please proceed to downgrade me back to the Silver package.
Please remove - Gold monthly
Please keep - Silver yearly
Kind regards,
Hannes Esterhuizen
Director
[cid:image001.png@01D63817.1E618880][cid:image002.png@01D63817.1E618880][cid:image003.png@01D63817.1E618880][cid:image004.png@01D63817.1E618880][cid:image005.png@01D63817.1E618880]
[cid:image006.png@01D63817.1E618880]
+27 11 970 1119
[cid:image007.png@01D63817.1E618880]
+27 83 564 3527
[cid:image008.png@01D63817.1E618880]
hannese@s10u.co.za
[cid:image009.png@01D63817.1E618880]
52 Dann Road, Aston Manor, Kempton Park, 1619
[cid:image010.png@01D63817.1E618880]
...

I have removed/cancelled the monthly Gold on PayPal.

Please confirm that it reflects on your side accordingly.

I have removed/cancelled the monthly Gold on PayPal.
Please confirm that it reflects on your side accordingly.
Kind regards,
Hannes Esterhuizen
Director
[cid:image001.png@01D63818.808504A0][cid:image002.png@01D63818.808504A0][cid:image003.png@01D63818.808504A0][cid:image004.png@01D63818.808504A0][cid:image005.png@01D63818.808504A0]
[cid:image006.png@01D63818.808504A0]
+27 11 970 1119
[cid:image007.png@01D63818.808504A0]
+27 83 564 3527
[cid:image008.png@01D63818.808504A0]
hannese@s10u.co.za
[cid:image009.png@01D63818.808504A0]
52 Dann Road, Aston Manor, Kempton Park, 1619
[cid:image010.png@01D63818.808504A0]
...

I can see at our end that you have processed the cancellation for your Gold monthly 95ULGG2TMB1Y .

I have downgraded your account to Silver Yearly I-D587Y3WCTUST.

If you need further assistance, let us know.

Thank you for the response and assistance.
Kind regards,
Hannes Esterhuizen
Director
[cid:image001.png@01D6382E.6123B730][cid:image002.png@01D6382E.6123B730][cid:image003.png@01D6382E.6123B730][cid:image004.png@01D6382E.6123B730][cid:image005.png@01D6382E.6123B730]
[cid:image006.png@01D6382E.6123B730]
+27 11 970 1119
[cid:image007.png@01D6382E.6123B730]
+27 83 564 3527
[cid:image008.png@01D6382E.6123B730]
hannese@s10u.co.za
[cid:image009.png@01D6382E.6123B730]
52 Dann Road, Aston Manor, Kempton Park, 1619
[cid:image010.png@01D6382E.6123B730]
...

Hi Richie_P,

Why does this keep on happening to our account?

This is now the 3rd time this year that we get downgraded to a starter package and have to upgrade back to the silver package at our own expense (which we purchase annually every year) - you then reverse the payment but we still get charged or each PayPal transaction.

How do we avoid this from happening ever again? 

Unfortunately, PayPal doesn't pro rate any subscription therefore if you upgrade, you will have two active subscription. This has its own cons and pros.

Pros, if you would like to upgrade just for a month and then downgrade back to your original plan.
Cons if you want to do this automatically, you would have to contact support everytime you upgrade or downgrade.

If you would like pro-rating upgrades and downgrade, you would have to upgrade using your credit card via Stripe or FastSpring.

Hope this information helps.

If you have further questions, let us know.

Thanks for the feedback but it doesn’t solve my problem.
We have an annual silver package but sometimes (3 times this year) the system defaulted back to the starter package – locking all subscriptions and form creations, trigger and auto responders down – this leaves us dead in the water and with no choice but to manually take out a monthly silver package to quickly get this back up and running.
How do we avoid that from happening ever again?
Kind regards,
Hannes Esterhuizen
Director
[cid:image001.png@01D65AB5.18C36F90][cid:image002.png@01D65AB5.18C36F90][cid:image003.png@01D65AB5.18C36F90][cid:image004.png@01D65AB5.18C36F90][cid:image005.png@01D65AB5.18C36F90]
[cid:image006.png@01D65AB5.18C36F90]
+27 11 970 1119
[cid:image007.png@01D65AB5.18C36F90]
+27 83 564 3527
[cid:image008.png@01D65AB5.18C36F90]
hannese@s10u.co.za
[cid:image009.png@01D65AB5.18C36F90]
52 Dann Road, Aston Manor, Kempton Park, 1619
[cid:image010.png@01D65AB5.18C36F90]
...

My apologies, this happens when a subscription is cancelled in PayPal. The system defaults your account to free when a subscription is cancelled.

I would suggest changing to credit card payment if you intend in switching subscriptions as this only happens when a subscription is cancelled in PayPal.

Hope this information helps.

It does thank you.
Kind regards,
Hannes Esterhuizen
Director
[cid:image001.png@01D65ACC.50BA8E80][cid:image002.png@01D65ACC.50BA8E80][cid:image003.png@01D65ACC.50BA8E80][cid:image004.png@01D65ACC.50BA8E80][cid:image005.png@01D65ACC.50BA8E80]
[cid:image006.png@01D65ACC.50BA8E80]
+27 11 970 1119
[cid:image007.png@01D65ACC.50BA8E80]
+27 83 564 3527
[cid:image008.png@01D65ACC.50BA8E80]
hannese@s10u.co.za
[cid:image009.png@01D65ACC.50BA8E80]
52 Dann Road, Aston Manor, Kempton Park, 1619
[cid:image010.png@01D65ACC.50BA8E80]
...