Submission limit: monthly reset

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    jpinese
    Asked on October 26, 2020 at 01:54 PM

    I would like something explained to me please. I'm being notified that I'm almost at my submission total of 10,000 submissions. This is per month, as you advertised. However, when I extracted my submissions and sorted by date, I'm only at roughly 6500 for the month if it expires on the day I paid it. This doesn't make sense, I'm certainly not happy about this, and would like an explanation please.

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  • Profile Image
    Welvin
    Answered on October 26, 2020 at 06:45 PM

    Our apologies for the confusion, but the submissions limit covers the calendar date which means 1st day to last day of the month. It does not follow the date when your upgrade payment was made. I checked our system and you have 9623 submissions this month.

    I hope that clarifies everything.

    Related guide: https://www.jotform.com/help/408-understanding-your-account-usage-and-limits.

    Thanks

  • Profile Image
    jpinese
    Answered on October 27, 2020 at 07:48 AM

    No that doesn't clear anything up, and quite frankly is ludicrous. Why would I care that the "month" start and ends on the first? Like every, every, let me say this again a bit louder, EVERY SUBSCRIPTION service starts from the day of enrollment. You really need to rethink your business model. Why are you trying to reinvent the wheel here? It's simple. I join on the 15th of the month, my subscription should run from the 15th to the 15th. When I, Me, the customer joins. This is actually embarassing and I'm actively looking for an alternative to jotform as of now. You people need to step up your game. If I'm paying you $30/month, that means I'm making an agreement to pay you for a month's worth of service, from the day I join. What a joke. Honestly, I've never heard of anything like this. What an error on your behalf. You're not giving the customer what we think we are buying. Quite deceiving on your behalf.

    Me: Joins on the 15th, pays $39 for the month, which should cover 30 days of service from when I join.


    You: No the month starts on the 1st, to the 1st.


    Me: Then why am I paying from the 15th to the 15th? If I payed on the 15th, then my service was only for 2 weeks, not a month, yet you charged me for a month.


    If this doesn't make sense, please call so I can explain to you how insanely bad your model is.

  • Profile Image
    Sam_G
    Answered on October 27, 2020 at 10:02 AM

    Hi Jpinese,

    We sorry but I'm afraid we do not have phone support.

    The best way that you can contact us is here, where your concern will be attended in a timely manner.

    You may also contact us through our support email, which is support@jotform.com.

    I will escalate this issue to Level 2 support. They will look into the issue and post a response on this ticket when they are ready.

    We have also adjusted the submission counter for the inconvenience and we appreciate your patience.


  • Profile Image
    jpinese
    Answered on October 30, 2020 at 07:38 AM

    Hello..

    My account has been disabled.. You clearly didn't reset the counter. I see you did on my dashboard, but my form is disabled. I need this fixed ASAP.

  • Profile Image
    Amin_N
    Answered on October 30, 2020 at 08:22 AM

    We sincerely apologize for any inconvenience you may have encountered.

    To clarify this for you, there are monthly limits whose counts reset to 0 on the first day of every month such as the monthly submission/view limits. No matter on which day of the month you upgrade, the counter resets on the first day of the month after.

    Now, your Silver count is over-limit due to the fact the you've received more than 10,000 submissions for this month.

    Two options here:

    1. You can wait for less than 48 hours to have the count automatically reset to 0 on the first day of the next month.
    2. We can decrease the current count for this month by let's say X submissions, and your limit for the next week will be (10,000 - X) of 10,000 submission. This is due to the urgency and importance of this matter to you.

    Please let us know how to proceed and define the value of X if option 2.

  • Profile Image
    jpinese
    Answered on October 30, 2020 at 08:23 AM

    Please read the full thread. I was told by another rep that she adjusted the counter for the inconvenience. Resetting it on the first of each month is the most insane thing I've ever heard. I'm not sure what kind of business model you guys are trying to create here, but subscription-based memberships generally start on the day of enrollment. Or, you should be prorating to the first of each month for customers who don't join right on the first.

    See below for the answer I had the second time around.

    Profile Image JotForm Support

    Sam_G

    Answered on October 27, 2020 at 10:02 AM

    Hi Jpinese,

    We sorry but I'm afraid we do not have phone support.

    The best way that you can contact us is here, where your concern will be attended in a timely manner.

    You may also contact us through our support email, which is support@jotform.com.

    I will escalate this issue to Level 2 support. They will look into the issue and post a response on this ticket when they are ready.

    We have also adjusted the submission counter for the inconvenience and we appreciate your patience.


  • Profile Image
    jpinese
    Answered on October 30, 2020 at 08:29 AM

    1604060957_5f9c071d8e2bd_jotform issue.p

    As you can see, she did adjust the counter, however, I'm still locked out.

  • Profile Image
    jpinese
    Answered on October 30, 2020 at 09:17 AM

    Guys please advise how we can resolve this please? The longer the issue persists the worst it's getting. I have people trying to fill out the form and cannot.

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    Ariel_P
    Answered on October 30, 2020 at 09:50 AM

    Hi there,

    Thank you for contacting Support.

    Base on your invoice, 1  looks like your subscription started on the 11th rather than the 15th. So I'm deducting the number of submissions made from the 1st till the 10th, which is around 3382.

    Hope that would suffice till the counter resets on the 1st of November. Otherwise, let us know.

    After that, I know we're repeating ourselves at this point, but please note that the count covers the calendar date which means 1st day to last day of the month. 2

    We cannot change the system from where we stand I'm afraid, but my colleague has already forwarded your concern to the team concerned, for them to review.

    Thank you for your understanding.

    Related Guides:

    1. How to Check Invoices
    2. Understanding Your Account Usage and Limits