Paid upgrade: why aren't I getting the services?

  • Profile Image
    watercrystals
    Asked on August 25, 2011 at 12:38 AM

    About a month or two ago, I don't remember exactly, but I signed up for the premium upgrade because my submissions had exceeded 100 that month. This is fine and 1,000 submissions per month is a way better deal. Anyway, all was great until recently when I think the pay date or something came around and I didn't have the money in my bank at the time (unexpected complications - they're resolved now), so I was only permitted the 100 submissions again for that month, as per the free account. Which have not hit that limit for this month, disabling the usage of this crucial form!

    My question is, now that there is money in my bank to pay this month's fee, why am I still limited to the 100 submissions? My website relies heavily on these great forms and I really need that 1,000 submission service back. Is there any way to charge that fee now? It says I am still on that premium account, but I'm not getting the services of one...help!

  • Profile Image
    allanftd
    Answered on August 25, 2011 at 02:32 AM

    Hi watercrystals,

    Thanks for bringing this to our attention. I have checked our member database to verify your Premium account's status and at this time it is "Active." I also went in to your account and saw that the limists are for a Premium account (1000 submissions/month, etc).

    Please clear your browser's cache and cookies, then log out of your JotForm account and log in again and let us know how it goes this time.

    Our apologies for any inconvenience and thank you for using JotForm!

    JOTFORM SUPPORT

  • Profile Image
    watercrystals
    Answered on August 25, 2011 at 08:32 AM

    Thanks for your help, I did as you suggested and it seemed okay. So I went to the section on my website where one of the forms are located and filled it out to test that it was indeed working as it used to be. I only received this error again "Your JotForm Account Is Over Quota", which is the message I first recieved when it hit the free account "100 submissions" limit. Why is this still happening?

    What steps can be taken now to resolve this?

  • Profile Image
    allanftd
    Answered on August 25, 2011 at 08:56 AM

    Hi there,

    Thanks for the update. May we ask for the direct URL of the webpage where your form is currently embedded? Are you seeing the error message as an email message or a prompt in the form? Lastly, kindly provide the name ofthe form in question.

    These additonal information will help us investigate your concern further. but as far as I can see, based on our member database, your account watercrystals and forms should work properly.

    Thank you for your patience and cooperation.

    JOTFORM SUPPORT

  • Profile Image
    watercrystals
    Answered on August 25, 2011 at 09:05 AM

    Okay, sure! Thanks for the quick response. Alright, so this is the URL of the form titled "Character Application Form": http://haurpg.proboards.com/index.cgi?board=characterappform I have two other forms I use on site (Sorting Form, and Homework Submission Form), which may be experiencing the same problem, however I am yet to test them.
    I go to this page as though I was a new member on site, so I fill it out (randomly, since it's just a test), and then when I click "submit", that's when the error message appears. I do not receive any email involving this either. The last email I received was telling me I had reached the 100 limit some several days ago. This is when the forms stopped working.

    Thanks again for all of your help and I hope we can sort this out soon.

  • Profile Image
    NeilVicente
    Answered on August 25, 2011 at 10:07 AM

    Hi,

    It appears that you are still using the old embed codes from JotForm v2. For your information, we advise all users to migrate v2 forms to the latest version which is v3. While your form is already migrated, the embed codes you're usig are not updated.

    Please re-embed your codes by logging in to JotForm v3

    1.  Edit your form
    2.  Go to Setup & Embed
    3.  Click Embed Form
    4.  Choose Embed <> or iFrame then copy the codes provided

    Hopefully this solves your problem. Please notify us if you encounter oher issues. Thanks!


    Neil

  • Profile Image
    watercrystals
    Answered on August 25, 2011 at 11:51 AM

    I understand now. I followed your steps and the "source code" I usually use doesn't work, and the embed one create two copies of the form on the page, for some weird reason. Anyway, I then tried the "iframe" option which I don't really know anything about, but it worked! I tested it and once I clicked submit it came up with the thank you page; it's a relief to be rid of the error one!
    I have my emails open and the test form I submitted hasn't come through, but I assume it will in a soon enough time, right? Thank you so much for your help and quick responses. Everything is good again and I'm happily continuing to use this service, for no other exceeds it! :D

  • Profile Image
    NeilVicente
    Answered on August 25, 2011 at 12:20 PM

    Glad to hear it worked for you. As always, feel free to post your questions in the forum. Our support team members are always eager to lend a helping hand whenever needed.

    Thank you as well for your continued patronage of our service.


    Warm regards,
    Neil

  • Profile Image
    watercrystals
    Answered on August 26, 2011 at 12:19 PM

    Oh, just one more question, sorry...but how do I get the submissions sent to my emails again? It was before and it says in the form details that it goes there, but I never receive it (not in junk mail or anything). Is there anything I can click on or do to have each new submission automatically appear as a message in my inbox as well, like it used to?

    Thanks again!

  • Profile Image
    NeilVicente
    Answered on August 26, 2011 at 11:44 PM

    Hi,

    These are what I got from our mail server logs:

    Aug 26 20:31:39 yang sendmail[7430]: p7R0VdHE007430: to=haurpg@hotmail.com, ctladdr=jotform (1004/1004), delay=00:00:00, xdelay=00:00:00, mailer=relay, pri=39483, relay=[127.0.0.1] [127.0.0.1], dsn=2.0.0, stat=Sent (p7R0VdJi007431 Message accepted for delivery) Aug 26 20:31:40 yang sm-mta[7433]: p7R0VdJi007431: to=<haurpg@hotmail.com>, ctladdr=<jotform@yang.interlogy.com> (1004/1004), delay=00:00:01, xdelay=00:00:01, mailer=esmtp, pri=129673, relay=mx3.hotmail.com. [65.55.92.136], dsn=5.1.1, stat=User unknown Aug 26 22:14:14 yang sendmail[8574]: p7R2EDNf008574: to=haurpg@hotmail.com, ctladdr=jotform (1004/1004), delay=00:00:01, xdelay=00:00:00, mailer=relay, pri=38923, relay=[127.0.0.1] [127.0.0.1], dsn=2.0.0, stat=Sent (p7R2EETx008576 Message accepted for delivery) Aug 26 22:14:14 yang sm-mta[8580]: p7R2EETx008576: to=<haurpg@hotmail.com>, ctladdr=<jotform@yang.interlogy.com> (1004/1004), delay=00:00:00, xdelay=00:00:00, mailer=esmtp, pri=129113, relay=mx4.hotmail.com. [65.55.37.104], dsn=5.1.1, stat=User unknown

    As you can see, the message are not delivered because of the reason "User unknown". I also sent a test message to this address using a Gmail account and it bounced back.

    This address is probably not working anymore. Try using another one.

    To change your notification's recipient:

    1.  Click Setup & Embed
    2.  Click Email Alerts
    3.  Click Notification (or whatever its name is)
    4.  In the Compose Email screen, click Reply-To and Recipient Settings
    5.  Modify the recipient email then click Finish
    6.  Save your form


    Neil

  • Profile Image
    watercrystals
    Answered on August 27, 2011 at 12:23 AM

    Hey, thanks for the response, again. However I followed the directions and the email listed is kryptonite_rush@hotmail.com which is the working one and what it used to be sent to. However, in the code you showed, there is haurpg@hotmail.com which isn't working, perhaps that might be the problem? How can I change that then and will it help?

  • Profile Image
    NeilVicente
    Answered on August 27, 2011 at 12:29 AM

    Hi,

    I think you're getting confused here. Notification is the email alert sent to you when a submission is made. Auto Responder, on the other hand, is the email sent to the person who submitted the form.

    Your notification settings show haurpg@hotmail.com as the recipient, while your auto responder has kryptonite_rush@hotmail.com as the sender.

    To change your notification's recipient e-mail address:

    1.  Click Setup & Embed
    2.  Click Email Alerts
    3.  Click Notification
    4.  In the Compose Email screen, click Reply-To and Recipient Settings
    5.  Modify the recipient email then click Finish
    6.  Save your form

    Hope this clears your issue. Thank you!


    Neil

  • Profile Image
    watercrystals
    Answered on August 27, 2011 at 12:37 AM

    Yeah, I was confused! Okay, so I did that and changed the email addresses, which I will now do for the other forms as well. I was wondering, since the code is on my site, that with v3 do I have to re-place the code whenever I edit the form in a major way, such as the email addresses and adding/taking an answer option? I remember in v2 I had to do this sometimes. So if I save any changes, will it automatically add the changes to the one on my website or does the code need to be replaced with the edited one...if that makes sense!

  • Profile Image
    NeilVicente
    Answered on August 27, 2011 at 12:43 AM

    Just make sure to use iFrame or Embed methods to insert the form in your page, which I am sure you did because that is what I suggested in my first response to this thread.

    iFrame and Embed methods always load the updated version of your form so there is no need to worry.

  • Profile Image
    watercrystals
    Answered on August 27, 2011 at 12:46 AM

    Yes, I followed your suggestion and used iframe. I understand now and that's a great relief. Thank you very much for your continued support and quick responses! Normally if I have a problem with anything on site it takes days for someone to get back elsewhere, but here is really anti-stress, reliable and detailed. I hope everyone who isn't sure about using your service can see forum messages like this because it's really worth it. Anyway, thanks again and everything is all fixed and back to normal now, better even.

    Bye for now!

  • Profile Image
    NeilVicente
    Answered on August 27, 2011 at 12:59 AM

    Thanks for the kind words!