What is JotForm?
JotForm is a free online form builder which helps you create online forms without writing a single line of code. No sign-up required.

At JotForm, we want to make sure that you’re getting the online form builder help that you need. Our friendly customer support team is available 24/7.

We believe that if one user has a question, there could be more users who may have the same question. This is why many of our support forum threads are public and available to be searched and viewed. If you’d like help immediately, feel free to search for a similar question, or submit your question or concern.

  • Profile Image

    Payment decline

    Asked by julienewspaper on August 22, 2014 at 11:33 AM

    How do we fix this? I updated our cc# on Monday.



    On Aug 22, 2014, at 10:12 AM, do-not-reply@bluesnap.com wrote:


    Dear Jay Jepson,

    Unfortunately, we were not able to process your payment for the following reason:

    Recurring charge: Recurring charge: Premium Monthly Subscription

    Amount: $9.95 (inclusive of all applicable taxes, VAT, etc.)

    Reason: Authorization has failed for this transaction. Please try again or contact your bank for assistance

    In order to resume your payments, please provide us an alternative payment method by logging into your account and adding a new payment method:



    In your account you will be able to change your credit card or payment method, address, phone, view payments history or cancel your subscription. 

    If you need further assistance, please visit: http://www.bluesnap.com/jsp/escalate/escalate_shopper_issue.jsp?ref=47227711


    Best regards,

    The BlueSnap Team - online reseller for JotForm Inc



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    JotForm Support

    Answered by david on August 22, 2014 at 01:15 PM


    I checked your billing history and it appears you have been with us long enough that you were still with our old payment processor Bluesnap.  When you updated your credit card information, it essentially created a new subscription with our new payment processor FastSpring.  Though the new information is up to date and active with our new payment provider, the old one still thinks your subscription is not up to date.  I went ahead and fully cancelled the old one and you should receive an email from Bluesnap saying your subscription has been cancelled.  Don't worry, this is not your actual active subscription and you can disregard this email.

    You current and up to date information is active and you should not experience any interruptions in your service.  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 by Ben harwood  on July 24, 2015 at 02:23 PM

    Cancell my account user name 1406029995631, original ref # 80828526, Account # 51752646. 

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    JotForm Support

    Answered by david on July 24, 2015 at 02:27 PM

    Hi Ben,

    Since this thread is rather old and I was unable to find any accounts associated with your information, if you wouldn't mind creating a new thread, while logged in to your account, we will be happy to help you get it cancelled.

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    Answered by G PHILLIPS  on September 03, 2015 at 12:57 PM

    Please cancel any account I may have with you.


  • Profile Image
    JotForm Support

    Answered by david on September 03, 2015 at 02:01 PM

    @G Phillips  I was unable to find an account associated with your email address.  If you wouldn't mind logging in to your JotForm account and creating a new thread with the same request, we will be happy to cancel your subscription/account.

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    Answered by NÉEL Nicole  on September 30, 2015 at 11:15 AM

    Depuis mon inscription, le 24/09/14, je n'ai pu utiliser  "internet explorer" que quelques jours. J'ai fait appel à un informaticien qui a pensé à un piratage.

    S'il ne vous est pas possible de rétablir cette connections, je demande la résiliation de mon contrat. 

    J'ai essayé de vous joindre par téléphone. Je n'ai pas obtenu de ligne.

    Je ne vais pas payé 300€ pour un service qui ne met pas rendu!!!

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    JotForm Support

    Answered by david on September 30, 2015 at 12:28 PM

    @Nicole Since your request is different than the original one in this thread, could you please create a new thread.  Let us know the form you are having trouble with, as well as what specifically is not working in Internet Explorer and we will be happy to have a look.