Accidentally clicked Upgrade to Gold subscription tier

Hi, I was on Silver monthly tier and I had recently upgraded to Gold yearly tier due to the discounted rate. However, I had intended to update my payment info from Mastercard (ending 1540) to Visa (ending 7843) but I accidentally initiated the upgrade before updating. Are you able to assist to bill the Visa instead of the Mastercard?

1. May I know if I can obtain a refund to the original card (ending 1540)?
2. How long will the refund take to be reflected?

Thank you for your time and sincere apologies for the inconvenience caused.

Hello Koh Zhao Wei,

Thanks for reaching out to Jotform Support. I apologize if you've upgraded your plan using a wrong card. So what we'll do is to request a refund of $582.27 to the card ending in 1540 and downgrade you to the free plan. Once downgraded, you can upgrade using the correct card. Refund can usually take a couple of days to reflect. I will escalate this to our Billing team and once done, we'll give a go signal to upgrade again.

Hi Jeric, noted. Will await your instructions to initiate the upgrade.

Quick question, when my account is downgraded to the free tier, what about my data currently residing in my account? As I have approximately 25GB of collected data currently. I understand that the free tier comes with 100MB of available space only. Will my data be deleted? I sure hope not.

Hello raymondzw_koh,

When your account is downgraded to free, you won't lose your forms and your data. But we recommend you to export your current data. Because of the SUBMISSION STORAGE. This is the total number of submissions you can store on your account itself, this is different from the first one which is a monthly limit. So for example, in the "Free" plan, you are only allowed to have total submission storage of 500. These 500 are the most recent submissions that you received. If you exceed your limit, the oldest submission data will be deleted, giving way for the new ones to be received. You might also want to check out these guides about How to Export All of Your Data at Once - Jotform and How to Download Form Submissions as Excel, CSV, or PDF

Reach out again if you have any other questions.

Hello Koh Zhao Wei,

Thanks for your patience. The refund has been issued. Please allow a couple of days for the amount to reflect in your account. Your plan has been downgraded to free and you are now to upgrade to a paid plan using a new card. You can follow the steps here.

If you still need help, let us know.