Accidental extra charges for guest account during Account Upgrade

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    eastsidejews
    Asked on November 12, 2014 at 02:46 PM

    Hi,

    I have two accounts for jotform, one should be free and one premium.  I messed up and made the wrong one premium and asked to have the change cancelled.  It shows up as "free" on my profile, but I am being charged for premium service for both accounts.

    Can you please help to rectify this?

     

    Thanks!

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    KadeJM
    Answered on November 12, 2014 at 04:11 PM

    Just for clarity reasons so that we can straighten this double-billing issue out for you which account should be free and which account should be premium?

     

    Once we have your confirmation with more information we'll work with you to help rectify the situation quickly. 

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    templesholomnextgeneration
    Answered on November 12, 2014 at 04:34 PM

    "eastsidejews" should be premium

    "templesholomnextgeneration" should be free

     

    I really don't use the "templesholomnextgeneration" account anymore, so if it makes things simpler, you could delete that account.

     

    thanks

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    KadeJM
    Answered on November 12, 2014 at 05:01 PM

    Thank you for the confirmation of that. We can fix it for you either way so it's actually up to you if you wish for the other account to be deleted.

    Anyhow, I've checked both of those accounts and they are showing true to the way you said above.

    However, I found the problem when I started digging into your Billing History where I found it was associated with a guest account for "guest_42788069040055" that was generated because you had upgraded when you weren't logged into any account at the time prior. 

    I've fixed it for you and reversed the extra charges. Please allow 1-2 weeks for these to extra charges to be credited back to your bank account. 

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    templesholomnextgeneration
    Answered on November 12, 2014 at 05:37 PM

    thank you very much!

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    raul
    Answered on November 12, 2014 at 05:45 PM

    On behalf of my colleague, you're welcome.
    Please let us know if we can be of further assistance.

    Best Regards.