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

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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.


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    Cannot change my credit card

    Asked by JHervert on September 16, 2014 at 12:13 PM

    I am trying to change the credit card we have on file for my account, I attempted this last week, it did not work, and now as of the 11th we have been charged for another month on the wrong card. 

     

    I am attempting to do it today, hoping whatever hangup was occurring, be it server traffic or what, has been resolved. Again, I click on the change credit card link and nothing happens. 

    Please help, I need to change over this account's payment option. This should have been a quick change. 

    Attached is the screen I am seeing, when I click on the "change credit card" button the screen will refresh, but nothing happens. 

    Thank you in advance,

    -John

     

    Edit: I just tried clearing cache, no change.

    Screenshot
    credit card refresh payment option
  • Profile Image
    JotForm Support

    Answered by david on September 16, 2014 at 01:31 PM

    Hi,

    For PayPal based subscription you would need to change the credit card information in your PayPal account.  Same thing with the cancellation of PayPal based subscriptions, they also need to be cancelled in your PayPal account.  

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

  • Profile Image

    Answered by JHervert on September 16, 2014 at 02:44 PM

    That was the issue. It was being charged through Paypal, I forgot it was paypal and with the Payment listing in JotForm saying "credit card" I had thought it was credit card. 

    I went into Paypal and cancelled the subscription, then came back into Jotform, the account had been cancelled and I was then able to add my credit card as the monthly payment. 

     

    So that is now all taken care of. Thank you. 

    Now, another issue, 

    Since I basically has to cancel my current subscription and then re-upgrade I've now payed for this month twice. Please see attached. 

     

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    JotForm Support

    Answered by david on September 16, 2014 at 03:50 PM

    Glad to hear you were able to take care of the old card.  We can do one of two things for you to take care of the duplicate payment.  We can either credit you with a month of time, or refund the most recent PayPal payment which may take up to 10 days.  Let us know which you prefer and we will go ahead with whatever you decide.

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    Answered by JHervert on September 16, 2014 at 03:57 PM

    David,

    I'd rather do the credit for a month instead of having you all issue a refund.

    If we are doing the credit, basically my future October invoice will already be paid, correct?

    Thank you again for your help.

     

    -John

     

  • Profile Image
    JotForm Support

    Answered by david on September 16, 2014 at 04:23 PM

    Correct, I went ahead and credited you with an extra month.  Your next billing date will be on Nov 16, 2014 and you will not be billed for October.  Let us know if there is anything else we can do for you and we will be happy to help.

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    Answered by JHervert on September 16, 2014 at 04:59 PM

    Thank you David, that is everything. 

     

    You rock. Have a good week. 

     

    -John

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    JotForm Support

    Answered by david on September 16, 2014 at 05:01 PM

    You are very welcome!  Same to you!