What is JotForm?
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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    Just upgraded through Paypal, but my account is still on FREE status

    Asked by simonwelander on October 22, 2013 at 10:15 AM


    I have just upgraded my account using a link in a warning email.

    Subscription is S-9WK95372BV9703026 paid by Paypal.

    Now I have just logged on and I am still getting a warning message on my account.

    Are the payment and my account/form linked together?

    The warning message said the form would stop working on Wednesday and I want to ensure that does not happen.


    Simon Welander

    Page URL:

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    Answered by jeanettebmz on October 22, 2013 at 12:09 PM

    I've checked our records and I can see that the subscription came along with no user defined, that is why the account was not matched to the subscription.

    This happens when the user has not started session into JotForm. In order to make this to work, please cancel that subscription follow these steps

    1. Log into your PayPal account

    2. Find the latest payment you made to us

    3. Click on your subscription number

    4. Click on "Cancel Subscription" button

    I'll request a refund, which will take up to 10 business days back to your Paypal account

    You can go ahead and re-subscribe, just  make sure you

    1.Login to your JotForm account  and click on Account

    2. Go to Upgrade

    3. Click on the plan you wish to, and re-upgrade


    For now, I've removed the alert and the scheduled downgrade in order  to give you room for you to re-subscribe

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    Answered by simonwelander on October 22, 2013 at 12:29 PM

    Hi Jeanette,

    Thanks for the very clear solution.

    I've cancelled the original Subscription and Upgraded again.

    Please process the refund ASAP.

    Many thanks,



  • Profile Image

    Answered by jeanettebmz on October 22, 2013 at 01:06 PM

    Hello Simon

    I am very glad to see you upgraded the account following the proper procedures. I've now requested  the refund to our Paypal queue. Please allow around 10 business days to have this back to you


  • Profile Image

    Answered by jeanettebmz on October 31, 2013 at 10:59 PM

    The refund for the subscription with 'Undefined user'  has been processed