Account DISABLED despite upgrade 1 week ago

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    Asked on July 26, 2014 at 03:12 PM

    I would be VERY surprised to find we have used 10GB in 1 week, but HOW would we know???

    Why did we not get another warning if the limit was approaching? Just an email saying the forms had already been DISABLED. It is a huge problem if we have lost even ONE registration because of this.

    I have re-re-upgraded, but will obviously need to find a more cost-efficient way to run our competition next year.

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    Answered on July 26, 2014 at 05:42 PM


    You should be able to receive an email saying that your account had almost reach the limits and that you need to upgrade the account when 90% of your submissions have been used. Note that the system only do this once so we advise to check your account regularly per month.

    About the payment, we have checked our records and found out that you've made multiple payments to us. But the original and the second payment was made to an unknown account or to "undefined" username. "undefined" username on the referrer section means that you've made the payment while you're not logged into your account. 

    I've fixed your subscription to our end and send you two refunds for the following orders:

    July 20, 2014 - Order Reference Number: INT140720-6718-62245

    July 26, 2014 - Order Reference Number: INT140726-5611-46485

    The active subscription for your account is the payment you've originally made on May 30, 2014. The renewal on June 30, 2014 with Reference Number: INT140630-9446-54486B

    Thank you and our apologies for the inconvenience this issue may have caused.

    Please get back to us if you need further assistance.