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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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    Downgrade Package

    Asked by Duchess on July 01, 2011 at 11:23 AM

    I have tried unsuccessfully to downgrade my package.


    As you have a 30 day return guarantee and i noticed the level of submissions were lower than i thought, i decided to downgrade.


    I went into my account by logging in and then selected the option within the user panel to update/upgrade/renew my plan. 


    From there I selected the option to go from premium to professional.


    I did not get a confirmation email, so i carried out the task twice.

    By the second time, i then saved the confirmation screen from my browser.


    I got a suprise this morning, when a confirmation for recurring charges showed up on my account. 


    So far I have been charged two lots of subscription fees for the premium account instead of a refund or credit note for the first month and a change to the second month subscription.

    I emailed, but there has been no response.


    I am thinking if not by 6pm uk time today, I will have to go on ahead and phone the bank to ask them to facilitate return of the payment.


    Surely I don't have to email and email to renew a subscription or downgrade or upgrade, so far that is what has been happening.


    I hope you can let me and any other users know how to remedy this problem.


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    JotForm Support

    Answered by mliz on July 02, 2011 at 01:18 AM

    Hi Duchess,

    Your account is now downgraded to the Free registered type.
    Since it was paid using credit card the transaction was handled by Plimus.
    When I checked the transaction history as of  July 1 a refund request
    was already logged for the monthly Professional subscription.

    Your payment refund will reflect in one to two weeks.

    Let us know if you have any further questions.