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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    Will JotForm auto charge the next billing based on previously entered credit card info?

    Asked by antoniooi on June 04, 2014 at 12:52 PM

    I just received a reminder from JotForm informing me about the next billing. I want to know will JotForm auto charge the next billing based on my previously entered credit card info? I do not want JotForm to auto-charge my next billing, I may want to stop my premium subscription for some reasons.

    My second question is, will my account auto change to free subscription upon expiration of my premium subscription instead of getting terminated by JotForm? Please clarify, thank you.

    JotForm next charge credit Auto charge cancel subscription
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    Answered by jedcadorna on June 04, 2014 at 03:37 PM

    Hello,

    Will JotForm auto charge the next billing based on my previously entered credit card info? - Yes as long as subscription is not cancelled you will be automatically charge. If you cancel your subscription and if your account is scheduled to downgrade then you will not be automatically charge.

    Will my account auto change to free subscription upon expiration of my premium subscription instead of getting terminated by JotForm? - No. your subscription will only change to free if the auto payment failed to charge your card multiple times then your account will be scheduled to downgrade or your subscription will change to FREE if you manually cancelled the subscription in https://www.jotform.com/myaccount/billing.

    To cancel your subscription here's how:

    1. Go to https://www.jotform.com/myaccount/billing. Click on switch plan

    2. Then click on cancel subscription

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    Answered by antoniooi on June 04, 2014 at 07:53 PM

    What if I want to cancel just the auto renewal? If I cancel BEFORE the expiration, will JotForm give me a prorated refund? Where can I change my credit card info and where can I access my credit card info where JotForm stored? If you keep customer's credit card info, you must let the customer know because they have the rights to know who keep their credit card info and where they keep it. Please clarify.

    Thank you.

    P/S: You mentioned "schedule downgrade" -- where can I perform this? Thank you.

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    JotForm Support

    Answered by ashwin_d on June 05, 2014 at 12:51 AM

    Hello antoniooi,

    What if I want to cancel just the auto renewal? If I cancel BEFORE the expiration, will JotForm give me a prorated refund?

    To cancel the auto renewal, you will have to cancel your subscription. Upon checking your payment details, I found that you have monthly subscription plan. Please be noted that we have 30 days refund policy anyway. That meant if you cancel your subscription within 30 days, we process full refund and after the 30 days there is no refund anyway.

    Where can I change my credit card info and where can I access my credit card info where JotForm stored? If you keep customer's credit card info, you must let the customer know because they have the rights to know who keep their credit card info and where they keep it. Please clarify.

    Please be noted that JotForm do not store any credit card details. Its always saved by our payment processing partner. 

    How to change the credit card?

    FastSpring generates and sends a link to secure page that allows you to update payment information. This link is included in every receipt email which we send the customer with payment confirmation.

    P/S: You mentioned "schedule downgrade" -- where can I perform this?

    You cannot do this yourself. When you cancel your subscription, our system automatically sets the  downgrade date of your account. This depends on for how much time you have already paid and after that your account is downgrade automatically.

    Hope this answers your query.

    Do get back to us if you have any questions.

    Thank you!

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    Answered by antoniooi on June 05, 2014 at 05:31 AM

    In short, your payment system does not allow users to stop just the auto-renewal upon expiry date -- even though they don't mind about the refund.

    So let's say I started my subscription on May 21 and I decided to cancel by Jun 15, when will be the refund be taken place and which of my account will you be refunding to? The same credit card account as per my payment? So how long will I need to wait in order to receive the full refund?

    Thanks again.

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    JotForm Support

    Answered by ashwin_d on June 05, 2014 at 10:30 AM

    Hello antoniooi,

    In short, your payment system does not allow users to stop just the auto-renewal upon expiry date -- even though they don't mind about the refund.

    To stop the auto renewal of account, the subscription needs to be cancelled. That is the only possible way to stop the auto renewal. 

    So let's say I started my subscription on May 21 and I decided to cancel by Jun 15, when will be the refund be taken place and which of my account will you be refunding to? The same credit card account as per my payment? So how long will I need to wait in order to receive the full refund?

    If you make your subscription payment on May 21 and then cancel your subscription on June 15 and request for refund, you account will be downgraded to free and refund will be processed immediately. It takes around 4-7 days for the amount to reflect in your account. Please be noted that the amount will be refunded to the same credit card from which the payment was made.

    Hope this helps.

    Do get back to us if you have any questions.

    Thank you!

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    Answered by antoniooi on June 18, 2014 at 10:52 PM

    I've cancelled my subscription by clicking on 'Switch Plan' under Starter, but why the current plan is still 'Premium'? Is it because it has yet to be expired? Please explain.

    Thanks.

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    Answered by Cesar on June 18, 2014 at 11:45 PM

    It appears your account is alrady set to free status. As the subscirption was already expired. 

    Do let us know if you need any other assistance. Thank you.

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    Answered by antoniooi on June 19, 2014 at 02:11 AM

    Thank you.

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    Answered by antoniooi on June 21, 2014 at 09:41 AM

    What kind of joke is that:

    Congratulations! Your JotForm account has been upgraded to JotForm Premium Monthly:
    http://www.jotform.com/myaccount/

    [INT140621-9253-43781B]

    Please refund back to my bank account!!! I already cancelled my subscription since 19 Jun 2014!!!! How many time you need me to perform my cancellation?????

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    Answered by antoniooi on June 21, 2014 at 09:46 AM

    You guys need me to close my entire JotForm account (including free account) so that you can stop the billing?

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    JotForm Support

    Answered by ashwin_d on June 21, 2014 at 02:15 PM

    Hello antoniooi,

    I'm sorry for the trouble caused to you.

    I am not sure why your subscription was not cancelled. I have manually cancelled your premium monthly subscription and you will not be billed again. I have also processed the refund for order #INT140621-9253-43781B. Please allow 4-7 days for the amount to reflect in your account.

    Thank you!

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    Answered by antoniooi on June 21, 2014 at 09:58 PM

    Your subscription cancellation system should provide an acknowledgement receipt to the account owner via an auto email responder upon successful cancellation. If no acknowledgement has been received, then the account owner can report to your customer support and you guys can perform a manual cancellation immediately rather than causing this frustration!

    Your system sent 2 email notifications upon payment made, why ZERO notifications upon cancellation, giving no proof and reference copy whatsoever to the person who has successfully performed the cancellation? Is this a deliberate design that goes align with your auto-billing system? Don't you think this is TOO DANGEROUS for those who subscribe to your service?

    Think about it, and thank you for your manual cancellation and refund.

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    JotForm Support Manager

    Answered by Jeanette on June 21, 2014 at 10:51 PM

    Just to be clear, we do not allow a refund for a recurring paid user. This is only given for a new account within the next 30 days of payments, once in lifetime. This means a user  cannot be upgrading then downgrading before the 30 days expires everytime.

    On regards to your concerns, the system gives you a receipt for each and every payment. You can even find the invoices at the My account - Billing section.

    We are working hard to improve our billing system everyday. So it's not dangerous for any subscribers. At the same time, all of our support reps. are very capable to handle billing inquiries.

    Kind regards

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    JotForm Support Manager

    Answered by Jeanette on June 21, 2014 at 10:56 PM

    Sorry, I meant:

    This means a user  cannot be upgrading then downgrading before the 30 days expires every time and then request a refund. Of course we offer a refund if there was a duplicate charge or any other kind of error.

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    Answered by antoniooi on June 21, 2014 at 11:02 PM

    Just to be clear, I have no intention to ask for refund UNTIL your system auto-billed me EVEN AFTER THE CANCELLATION.

    As for the receipt, I was talking about the CANCELLATION ACKNOWLEDGEMENT RECEIPT, not the payment receipt.

    Improvement came from action -- Is this the first time your system provide a subscription cancellation option to your users? How long have you been NOT providing a receipt to the users upon cancellation?

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    JotForm Support Manager

    Answered by Jeanette on June 21, 2014 at 11:11 PM

    Users are able to cancel from the Billing section, since almost 2 years ago.

    Before the My Account - Billing section came to exist, people were able to cancel subscription from the Pricing page.

    Payment processors should send this cancellation notice. FastSpring should have sent it to your gmail account. If that is not the case, I'll open a ticket to get this fixed.

     

     

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    Answered by antoniooi on June 21, 2014 at 11:17 PM

    No,

    no cancellation notice at all, please fix the bug (and I hope you're sure that your cancellation system does provide a cancellation notice all this while upon successful cancellation as per the display on the screen).

     

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    JotForm Support Manager

    Answered by Jeanette on June 21, 2014 at 11:25 PM

    Ok, Antonio. I have opened a ticket on your behalf, on this thread

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    Answered by antoniooi on June 21, 2014 at 11:42 PM

    Thank you and please get it done professionally. In your cancellation notice, you can even include your previous highlight on which only the first time cancellation within 30 days for the same account will be refunded. This is another advantage of having a proper cancellation notice sent to your customers. It isn't only to protect your customers but also to your own organization.

    Hope this helps.

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    JotForm Support Manager

    Answered by Jeanette on June 21, 2014 at 11:55 PM

    Yes, thanks for that, this suggestion has been also added to the ticket in the other thread.

    Cheers!

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    Answered by APassionForScrappinRetreats on April 29, 2016 at 11:49 PM

    Hell, you are trying to cancel and I am trying to get their system to auto renew. They won't reply to me when I ask them to please auto renew so I don't lose my old billing rate.

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    JotForm Support

    Answered by Kevin_G on April 29, 2016 at 11:52 PM

    @APassionForScrappinRetreats,

    I think this has been answered on this thread: https://www.jotform.com/answers/829039-If-the-subscription-is-auto-renewed-will-I-retain-the-same-old-pricing#1