Why can't I downgrade??

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    Asked on August 08, 2014 at 01:39 PM

    I have two accounts on Jotform for two different organizations and I have tried unsuccessfully for at least a year to downgrade my subscription on each. There is no telephone number or email to contact Jotform directly for customer service and no confirmation of a subscription change other than an on-screen message that says it has been scheduled for a manual adjustment. Month, after month, after month, the charges keep coming in yet there is apparently no way to actually downgrade?

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    Answered on August 08, 2014 at 02:50 PM


     I took a look at your Account Billing History and I can see that you've paid for this through PayPal. I also saw that you have tried to cancel this subsciption which is certainly okay. The reason why you have not downgraded yet is because our PayPal Downgrade is not automated yet so it queues you in our system for our Billing Team to manually downgrade you which is done about once a week so that is the reason why this has not occurred yet. However, you are more then welcome to expedite this cancellation yourself by logging into your PayPal Account and locating the subscription to cancel it there.

    You can refer to these instructions to cancel it in your PayPal Account if you wish for it to be immediate:

    (1) Login to your Paypal Account

    (2) Find the latest payment you have made to Jotform

    (3) Click the subscription number for that transaction

    (4) Click on the "Cancel Subscription" button.

    You can also visit this page for more detailed information on how to cancel a Paypal Subscription.

    Please let us know if you have any further questions and we will be happy to help.

    Thank you for using Jotform!

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    Answered on August 08, 2014 at 03:03 PM

    Please accept my sincere apologies for all the inconveniences. I've canceled both subscriptions.

    Both accounts HeliocolAustralia and HeliocolWest were set back to free.

    I also made 4 refunds, 2 per each account.

    Kind regards.

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    Answered on August 08, 2014 at 03:28 PM

    Thank you for your very quick response and action! Much appreciated!