Impossibility to update payment method

  • Profile Image
    Mircea 
    Asked on January 13, 2022 at 07:28 AM

    Hi,

    As I already messaged you, I'm unable to change my payment method in order to renew my subscription. I have already sent you 3 messages (details provided) and I've got no answer from you. I presume you're not interested in that so if is the case, I will search for another service provider who are able to communicate with their customers.


    Regards,

    Mircea

  • Profile Image
    Jovanne_A
    Answered on January 13, 2022 at 08:07 AM

    Hi Mircea, thank you for contacting support.

    We sincerely apologize for the inconvenience this may have caused.

    May we know where did you send your previous message? Is it from our support email or here in our forum? If the latter, could you please share with us the ticket URL so we can check?

    We look forward to your response.

  • Profile Image
    ProducerX2
    Answered on January 13, 2022 at 09:37 AM

    Hi Jovanne,

    thank you for your response!

    I have contact you one time (2nd is this attempt that you responded to) same using ”contact us” section . Unfortunately, I couldn't find the ticket url (I remember I attached the same screenshot with my error) and about 3 times I tried to change the card using the FastSpring services (every time I got a link from them in order to make the method payment update)

    I have tried several times to add a new card and always I got the same error message (see the attachment)

    I also tried to use Paypal option but it simply freeze...

    Could you help me in this matter please?

    Regards,

    Mircea

    1642084549_61e038c59b4ac_Jotform-payment

  • Profile Image
    Marijoy_A
    Answered on January 13, 2022 at 10:15 AM

    Hello Mircea,

    Thank you for your response and for the additional information you provided.

    I apologize but I could not find the first ticket that you send and this is the only ticket showing.

    Allow me to coordinate your concern with our Billing Team.

    May I also ask what subscription plan ( Bronze, Silver, or Gold), payment schedule ( monthly or yearly) do you prefer so that I can also ask for a direct link that you can use to be able to pay your subscription?

    Thank you.

  • Profile Image
    ProducerX2
    Answered on January 13, 2022 at 11:11 AM

    Hello Marijoy,

    Subscription plan: Bronze

    Payment schedule: yearly

    Thank you.1642092646_61e058660aeac_1111.jpg

  • Profile Image
    Marijoy_A
    Answered on January 13, 2022 at 12:00 PM

    Hello Mircea,

    I have informed our Billing Team of the issue and asked for the direct link that you can use to be able to subscribe to your preferred plan and payment schedule. I am just waiting for their response. I will update you as soon as I receive a response from them.

    Thank you for understanding.

  • Profile Image
    Marijoy_A
    Answered on January 13, 2022 at 03:31 PM

    Hello Mircea,

    Thank you for waiting.

    I have received a response from our billing team. Since the subscription is already past due, we have manually downgraded you to a free plan so that you can upgrade your account. Please try upgrading your account by clicking the Pricing link in the navigation menu or hovering on your avatar, and click the Upgrade Your Plan option to go to the Pricing page.

    1642105705_61e08b6964935_upgrade plan.jp

    Alternatively, you can click Settings to access your account portal, then go to the Upgrade/Billing tab.

    1642105803_61e08bcc004eb_upgrade plan 2.

    If you encounter any errors, let us know.

    Thank you.