Form problem unable to accept payment submissions

Hello, I messed up and had a form that is free $0 created this was intentional. I didn’t realized the payment limit even though I am taking no payment on that form. I have one other form that does take payment. Now I can’t accept payments on the actual payment form. Can we reset the number since one was meant to be a free form and the other not. ?

Hello Michelle,

Thanks for reaching out to Jotform Support. I'm sorry for any trouble you're having. Do you mind sharing with us the links to the forms that you're referring to? Also if you could reiterate your problem, and your desired outcome again? It looks like you recently downgraded so you may need to read this guide: Understanding-your-account-usage-and-limits now that you're on a Free account.

After we hear back from you, we’ll have a better idea of what’s going on and how to help.

https://form.jotform.com/221585253929161

this is the form I didn’t need to have purchases on. I did not realize having a purchase tab was going to lock me out of using another form for folks to make purchases

I did not downgrade. I am trying this free form.

Basically I’d like to have the privilege to accept fund reinstated so that I can receive money on this form https://form.jotform.com/221865124871155

Hi Michelle,

Thanks for getting back to us. You only have 10 payment submissions per month in your free account, which will renew on the 1st of every month. You have already exceeded the limit of 10.

Check out this guide on understanding your account usage and limits.

Let us know if there’s anything else we can help you with.

Ok. It’s saying 10 payment submissions. That is different right?

Hi Michelle,

Yes, for the free plan account there is a limit of 10 payment submissions, you have reached the limit of payment submissions for your account. As you have added the stripe payment integration to your form so each submission with payment data fields will be counted as a payment submission.

In order to accept more payment submissions you need to upgrade your Jotform account or wait for the 1st of the month, your payment submission limit will reset on the 1st of every month.

Reach out again if you have any other questions.

So for the person who paid me will I get that on Saturday? When it resets. I just have to wait?

Hello Michelle,

Thank you for reaching out to Jotform Support. At the moment, there is a total of 12 payments made on the account which is beyond the subscription's payment limit of 10 for a Free Plan. The payment form (only) will be disabled from your account and you will not receive new payment submissions so there is no pending 11th or 12th payment at the moment.

Please know that this will reset on Saturday, the first day of next month, or as advised by my colleague, you can just upgrade to the next higher plan to increase the limits. Please refer to this guide to learn more about account usage and limits.

Reach out again if there's anything else we can do for you.

But there is a pending 12th payment. I don’t want to lose that money and you are telling me I will. But I did not earn any money with the first 10 payments. Please work with me here.

Hi michellehullmusic,

Thanks for reaching out to us for help. I have checked your account and as previously stated by my colleague there is no pending 11th and 12th payment from your forms. Usually when you reach monthly payment limit and try to go beyond it, an over quota error message should appear.

To understand Jotform account usage and limits better please check this guide for more details. Let us know if you have any questions.

Hello Michelle,

Thanks for getting back to us. As much as we wanted to help, Unfortunately, we can't reset the payment submission limit. This information cannot be overridden on our end. You may ask them to repay again on October 1 once your account limits are refreshed. If you do not like to upgrade, you may clone the form to a different account and send it to the user.

Let us know if there's anything else we can help you with.

Can you at least realize that I was testing the form and submitted twice for myself because I wasn’t sure it was working.

I may just have to find another company with better customer service. You all need to be more flexible. Can I speak with a manager.

Hi Michelle,

Thank you for reaching out to Jotform Support. I’m sorry you're having difficulties with this. As request we will try to escalate this matter to our Supervisor for assistance. Once available our Supervisor will reply on this thread.

We really appreciate your patience and understanding while we’re looking into this.

Greetings Michelle.

My name is Bojan, I'm the team lead at Jotform.

Please have in mind that you won't lose any pending payments. If you reach your payment limits (or any other limits), your forms will be disabled from receiving new submissions. The pending submissions you have on your form will be processed, regardless of the limit being reached.

I have also reset your payment limits, and now you can receive 5 more. Have in mind that this limit will reset on the 1st of October when you will receive new 10 payment submissions.

In case you don't see it right away, try to clear your form cache. If the problem persists, let us know, and we will manually recalculate it.

Let us know if there’s anything else we can help you with.