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.


  • Profile Image

    My form disappeared from my web page

    Asked by VanillaScript on June 03, 2014 at 12:03 PM

    I had eight submissions last month. I got a message saying my account was disabled because I needed to upgrade because I had 100 submissions. That wasn't true but I needed this taken care of so I paid it and upgraded. 

    The box has disappeared from the website and it was perfect the way it was before. What do I do? I have had complaints more than once letting me know the box isn't showing. 

    Thank you.

    Page URL:
    http://www.vanilla-script.com/submit-audio.html

    Submissions message my account upgraded
  • Profile Image

    Answered by EliezerN on June 03, 2014 at 01:55 PM

    Hi,

    From what I found while checking your account is that the accont VanillaScript is a Free account and currently is in Overlimit status as it already exceeded the 100MB of available space for uploads.

    So, I think that is why your form has disappeared from your web page.

    Since you mentioned that you paid for an upgrade I tried to find the subscription order email in our records by did not find it using your username, email address nor your email domain.

    Could you please provide the Subscription number (reference number) that you receive in an email after purchasing the subscription? That way we can locate the subscription information and find why it was not applied to your account.

    We will wait for your reply

    Thanks

  • Profile Image

    Answered by VanillaScript on June 03, 2014 at 02:08 PM

    Thank you! 

    Here is the subscription number.

     

    S-9PP868567Y007934V

     

  • Profile Image
    JotForm Support

    Answered by EltonCris on June 03, 2014 at 03:47 PM

    @VanillaScript 

    Thanks for providing the details. I was able to find the order but unfortunately your account was not upgraded by our system because there is no username found on your order. Sorry but we cannot manually upgrade your account specially for direct Paypal payment due to billing procedures. It has to be system automatic, but since there's no username on the order, our system have failed to upgrade your account.

    I have temporarily reset your upload limit so your account is now good to go. Your forms should be working fine by now. I have also processed a refund for your order. This may take 4 to 5 days before it would reflect back to your account. Feel free to re-subscribe to the premium plan anytime you wish.

    Thank you for your understanding.

    Regards!

  • Profile Image
    JotForm Support

    Answered by EltonCris on June 03, 2014 at 03:54 PM

    Sorry for the confusion, I think it is easier for you to upgrade via FastSpring since we highly recommend using our payment processor. Please use the upgrade URL below:

    http://sites.fastspring.com/interlogy/product/jotformpremium?referrer=VanillaScript

    Paypal payment is also available when you continue to the payment page.

    Thank you!