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  • Profile Image

    If yearly payment was done, why I have been downgraded?

    Asked by gabbypablo on March 03, 2014 at 12:13 PM

    Dear sirs:

    I dont understad. I did received this email from your company:

    ---------------------

    Dear Gabriela Torres Figueroa,

    Your JotForm account has been downgraded.

    If you have not requested a downgrade this might have happened because your credit card expired.

    Re-upgrading is quick and easy:
    http://www.jotform.com/upgrade?username=gabbypablo

    Thanks for using JotForm,

    JotForm Team
    http://www.jotform.com

    ----------------------------------------

    Why???

    I have made the yearly payment from Jan 07, 2014 until Jan 06, 2015.  It must be a mistake. Please help me to unterstand.  Here the invoice and pic attachment.

    Sorry for english... Thanks

     

    Detalles de la transacción
     

    Autorización (N.° de Id. de transacción exclusivo 1NR95646CE071450B)

    Autorización original
     07/01/2014 Autorización Para FastSpring  Completada  ... -$45.00 USD 

    Transacciones relacionadas
     07/01/2014 Retención temporal  Puesta  Detalles -$611.26 MXN 
     07/01/2014 Retención temporal  Eliminada  Detalles $611.26 MXN 
     07/01/2014 Conversión de divisas  Completada  Detalles -$611.26 MXN 
     07/01/2014 Conversión de divisas  Completada  Detalles $45.00 USD 
     07/01/2014 Pago enviado con Pagos exprés  Completada  Detalles -$45.00 USD 
    Autorización original:
    Pago total:
    -$45.00 USD 
    -$45.00 USD 

    Nombre de la empresa:
    FastSpring 
    Correo electrónico:
    orders@fastspring.com

    Importe del artículo:
    $45.00 USD
    Impuesto sobre ventas:
    $0.00 USD
    Envío:
    $0.00 USD
    Manejo:
    $0.00 USD

    Importe autorizado:
    -$45.00 USD
    Importe de la comisión:
    $0.00 USD
    Importe neto:
    -$45.00 USD

    Fecha:
    07/01/2014
    Hora:
    11:22:46 GMT-06:00
    Estado:
    Completada  
    Contenido del carrito de compras 
     

    1 JotForm Premium Yearly   $45.00 USD
    Importe  $45.00 USD
    Page URL:
    www.vivirlibre.org

    Screenshot
    yearly JotForm email style height
  • Profile Image

    Answered by EliezerN on March 03, 2014 at 02:55 PM

    Hi,

    Upon searching in our records I did not find any registry about a Premium Yearly Subscription made with for the account gabbypablo.

    I just found a Monthly Premium subscription with the Reference Number S-5PJ40656CL234651D paid throug Paypal, however, that subscription was already cancelled and the account was scheduled to downgrade:

    -----------------------------------

    Cancellation Details

    -----------------------------------

    Date of cancellation:  Jan 29, 2014

    Subscription Name:  JotForm premium monthly

    Subscription Number:  S-5PJ40656CL234651D

    Custom Number:  gabbypablo-monthly

    ------------

    And the account was downgraded to free plan yesterday March 02, 2014.

    But I did find and active Premium Yearly Subscription ($45.00 USD) for the account ASISTENTEVL with the Reference Number INT140107-2796-48249.

    So, according to the details of the receipt of the email, it belongs to this last subscription I have mentioned, for the account ASISTENTEVL.

    Could you please let us know if you wanted to get the Premium Yearly subsccription for the account gabbypablo? I assume that you upgraded the wrong account (ASISTENTEVL)

    If that is the case, please let us so that we can know how to proceed.

    We will wait for your reply.

    Thanks

  • Profile Image

    Answered by gabbypablo on March 03, 2014 at 07:40 PM
    Yes, please help me to change the premium account to gabbypablo, please yes!
    Thanks a lot for all your help.
    Gabriela




    -------Mensaje original-------

    De: JotForm Support Forum
    Fecha: 03/03/2014 01:55:25 p.m.
    Para: gabby@vivirlibre.org
    Asunto: Re: If yearly payment was done, why I have been downgraded?

    A new response has been received:
    Answered by EliezerN
    Hi,
    Upon searching in our records I did not find any registry about a Premium
    Yearly Subscription made with for the account gabbypablo.
    I just found a Monthly Premium subscription with the Reference Number
    S-5PJ40656CL234651D paid throug Paypal, however, that subscription was
    already cancelled and the account was scheduled to downgrade:
    -----------------------------------
    Cancellation Details
    -----------------------------------
    Date of cancellation: Jan 29, 2014
    Subscription Name: JotForm premium monthly
    Subscription Number: S-5PJ40656CL234651D
    Custom Number: gabbypablo-monthly
    ------------
    And the account was downgraded to free plan yesterday March 02, 2014.
    But I did find and active Premium Yearly Subscription ($45.00 USD) for the
    account ASISTENTEVL with the Reference Number INT140107-2796-48249.
    So, according to the details of the receipt of the email, it belongs to this
    last subscription I have mentioned, for the account ASISTENTEVL.
    Could you please let us know if you wanted to get the Premium Yearly
    subsccription for the account gabbypablo? I assume that you upgraded the
    wrong account (ASISTENTEVL)
    If that is the case, please let us so that we can know how to proceed.
    We will wait for your reply.
    Thanks
    View this thread on JotForm Support Forum Unsubscribe

    ...
  • Profile Image

    Answered by Cesar on March 03, 2014 at 08:20 PM

    Thank you for your additional information. I will calibrate with my colleague on this matter so that we may be able to process your request, as soon as possible. 

  • Profile Image

    Answered by EliezerN on March 04, 2014 at 09:43 AM

    Hello again Gabriela and thanks for your confirmation.

    So, as per your request we have switched your Premium yearly subscription to your account gabbypablo. We recommend you to relog in to see the changes reflected in your account. You can view the invoice for the Yearly subscrition in the Billing page in Invoice section.

    Please notice that the account ASISTENTEVL is in free status now.

    Kindly let us know if you still need assistance with this inquiry.

    Thanks