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    Receiving email that my card could not charged

    Asked by pivotmedia on June 23, 2014 at 10:28 AM

    Received an email stating that my card could not be charged, however, I checked my account and it reflects the renewal took place in February 2014.



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    JotForm Support

    Answered by ashwin_d on June 23, 2014 at 12:30 PM

    Hello pivotmedia,

    Upon checking your account, I found that your account was successfully upgraded on Feb 11, 2014. The reason why you have received this failed charge email is because it seems you had one another subscription for order #59732896. I have cancelled this subscription and you will not receive failed messages anymore.

    It seems you tried to change your credit card details in Feb and that resulted in a new subscription. As it is a very old transaction and our payment processor won't allow us to process the refund. I have increased you next billing date by 4 months. Your account will now be due for renewal only on 06/11/2015.

    I'm sorry for the trouble caused to you.

    Thank you!