I paid for a premium account. It is not showing up. Very upset.

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    Asked on November 11, 2013 at 05:10 PM

    I set up a free account. Soon after I started my live form, I saw that my 100 limit was quickly being used up. I immediately paid for the premium upgrade. The charge went through onto my cc. I started getting notices that I was quickly reaching my quota and that I should upgrad. I replied and told them that I did upgrade and it was not showing up. The next day I got a reply giving me instructions on how to upgrade. I already upgraded!  I then got a notice that my account was disabled. I am using this service in my freelance business and I am looking very unreliable to my client. 

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    Answered on November 11, 2013 at 05:47 PM


    Sorry for the trouble and inconveniences this issue may have caused to you. I've found the payment from our records using your email address. However, the system fails to automatically upgrade your account because you've provided your Full Name instead of your Jotform Username which is "yellowdogknitting". 

    I have reactivated your account so you can start using your forms again. In order to fix this and to avoid future issues with your payments, we need to cancel the subscription. We've also send you a refund for the payment. Expect the refund returned to your card within 4-10 business days.

    Please kindly re-upgrade using the following link: https://www.plimus.com/jsp/buynow.jsp?contractId=1693520 then please make sure to provide your Jotform Username in the Jotform Login Name section:


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    Answered on November 11, 2013 at 06:41 PM

    Just wondering how I could have submitted the upgrade without entering my user name since it is a required field and this was an ugrade to an existing account. Wouldn't I have had to use a valid login name? 

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    Answered on November 11, 2013 at 07:38 PM


    Thanks for your reply.

    Like my colleague has mentioned, on the Jotform Login Name field, you've entered your Full Name instead of your Jotform Username. I guess you've upgraded without logging in to Jotform.

    To resolved this, you can re-upgrade using the link provided by my colleague and enter your Jotform Username this time or login to Jotform and proceed to our Pricing page to upgrade.

    Hope this clarifies a bit. Thank you so much!