When will my upgrade be installed

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    Asked on June 30, 2011 at 10:32 AM

    As we move to our busy time it is imperative to our conference we have the upgrade installed today as we have people waiting to register and they can not due to the limits of the free version. 

    Order information:

    David Storey                             Order Reference Number: 59981548
                                                    Account Number: 37585056
    Order Date: 30 Jun 2011

    Product                                     Qty     Unit Price    Ext. Price
    Jotform Premium Yearly Subscription           1    CAD        92.58   CAD        92.58
                                                             Total: CAD        92.58

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    Answered on July 01, 2011 at 01:39 AM

    Hi David,

    Thank you for bringing this to our attention and we apologize for the inconvenience. I was able to confirm that you have submitted your payment to our 3rd party payment processor Plimus, but your Jotform account remains as a free account.

    Upon further investigation, the email address associated with your Jotform account is davesdell@cogeco.ca, while in your Order # 59981548 the email address submitted is different - davest@cogeco.ca. Please make sure that your email address is consistent, so please use the same email address when submitting your payment.

    To resolve this, I shall give you a refund for the Order # 59981548 and resubmit your payment by following these steps:

    1. Log in to your Jotform account 
    2. Click the Account Settings button to go to your Account Settings Page.
    3. Click  the Upgrade to Premium button to go to the Pricing Page
    4. Click Upgrade under Premium column.
    5. Select Plan and Payment Method, click Next, and follow the instructions that will follow.  

    You'll get confirmation from us once your payment has been refunded.

    Please let us know if you need further assistance. Thank you for using Jotform!


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    Answered on July 01, 2011 at 01:43 AM

    Hi Dave,

    This is to inform you that we have refunded the full amount to you. Kindly perform the steps I sent to you earlier to upgrade and submit your payment again. Thank you for bearing with us.


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    Answered on August 15, 2011 at 06:17 PM

    I have the same issue and for the same reason.  I have submitted different email addresses.  Please let me know how I should proceed.


    screenshot of receipt

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    Answered on August 15, 2011 at 06:29 PM


    Your account has been automatically upgraded to Premium. Even if the email address entered in the billling information is different from that used in Jotform, the account should still upgrade automatically as long as there are no other factors that can afffect the upgrade. This includes server delays, and declined payment, etc.

    As I've checked, your account should be good to go. Let us know if there's anything else you need assistance with. Thanks!