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    Paiment problem. Upgraded account and paid but for 1 year to a premium account but i see no change

    Asked by jeangeorgiadis on March 10, 2014 at 08:25 PM

    Last friday March 7 I upgraded the account for a client using his credit card and addedt him to mu account as a user.

    The email used for payment billing is repcomm@videotron.ca and the clients Mastercard

    I also added repcomm@videotron.ca. as a user to my account.

    He created a new jotform account Snow123.

    Nor the clients acccount nor mine have been upgraded to "Premium" but his credit card has been charged.

    What went wrong?

    How do we resolve this?





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    Answered by jeangeorgiadis on March 10, 2014 at 08:39 PM

    During the upgrade process I also tried to change the username from jeangeorgiadis to snowbirds.

    In the upgrade form in "Aditional info" the user name field is editable.

    Might this be the problem?

    Why did the system allow me to change the userneme?

    How do we resolve this?

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    JotForm Support

    Answered by ashwin_d on March 11, 2014 at 02:04 AM

    Hello jeangeorgiadis,

    Please be noted that the username can only be changed by JotForm staff. The "JotForm Username" in the payment window is just for confirmation and to change it if you are upgrading some other account.

    Please confirm which account you need to upgrade and apply the payment of premium yearly subscription. Please let us know the username.

    If you want to change the username from "jeangeorgiadis" to "snowbirds", do let us know and we will do the needful.

    We will wait for your response.

    Thank you!

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    Answered by jeangeorgiadis on March 11, 2014 at 10:43 AM

    Thanks for your promt response.


    Please aply the upgrade payement to the jeangeorgiadis account.

    Please also change the account name to snowbirds as long as I will not lose any existing forms in my account.

    Will the pasword remain the same?



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    Answered by EliezerN on March 11, 2014 at 11:41 AM


    As per your request the username of your account has been changed from jeangeorgiadis to snowbirds. Kindly relog in to see the changes reflected.

    Please note that if you have forms with custom domains, they will be broken, so, in that case what you need to do is to recreate the custom domains by using the URL of your form.

    Your password will remain intact, it will not changed, unless you do it from the settings of your account.

    So, your current subscription has been canceled as it was not applied to any account. I have also request a refund for the amount of $90.00 USD. Give it a timeframe of 4 to 10 business day to recive the money back.

    Now you can upgrade from our PRICING page using the correct username (snowbirds) while being logged in or upgrade from your account in the Upgrade section.

    Please inform us if you still need assistance with this inquiry.


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    Answered by jeangeorgiadis on March 11, 2014 at 11:41 AM

    Thanks for the name change. 

    Can you now aply the payement upgrade to the snowbirds account ?


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    Answered by jeangeorgiadis on March 11, 2014 at 11:43 AM

    Sorry I guess you answered the paiement question the same time I posted my comment.