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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    I upgraded but it is not showing up in my account

    Asked by eyecandyatlanta on March 06, 2014 at 05:06 PM

    Hello! I upgraded to a premium plan and it is still showing me as a free user. My login is eyecandyatlanta. I sent the confirmation to a different email address than the one on file with you all. Could that be causing the issue?

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    JotForm Support Manager

    Answered by Jeanette on March 06, 2014 at 06:59 PM

    Yes, probably that can be the problem, you might also could have upgraded without being logged into the account correctly

    So far, I haven't found any record related to info@eyecandyatlanta.net or your username. Can you please send me the order reference number?

    I might need to offer you a refund so you can re-upgrade following the right steps:

    1. Be sure you have opened a fresh session in your account

    2. Go to Pricing page

    3. Choose the plan and payment method

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    JotForm Support

    Answered by ashwin_d on March 06, 2014 at 10:50 PM

    Hello eyecandyatlanta,

    For some unknown reason, we have received an empty response from you. If you have replied from your email, please use the following URL to reply again: http://www.jotform.com/answers/343231-I-upgraded-but-it-is-not-showing-up-in-my-account#2

    Thank you! 

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    Answered by eyecandyatlanta on March 07, 2014 at 12:29 PM


    Should I send you the receipt that I got? Let me know. 



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    JotForm Support Manager

    Answered by Jeanette on March 07, 2014 at 02:55 PM

    I just need the Order Reference number on it, thanks

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    Answered by eyecandyatlanta on March 09, 2014 at 05:53 AM


    The order reference number is Ref# 78851412. 

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    JotForm Support

    Answered by jonathan on March 09, 2014 at 08:41 AM



    The REF# you provide pertains to an order that have a NON-existing username(letsbrandit) and wrong e-mail account.

    I just cancelled that subscription and issued a refund to the CC on file. The amount should reflect to the bank account after a week.

    You can now just upgrade again for the paid plan. To do it properly, please follow this steps

    1. Make sure you are currently logged in to your eyecandyatlanta JotForm account at http://www.jotform.com/login

    2. Then, click on the upgrade button of your preferred plan in the JotForm Pricing page http://www.jotform.com/pricing.

    3. Just follow the instructions on the payment screen to complete the subscription payment.


    Hope this help. Inform us if you need further assistance.