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.


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    Problem Upgrading Account

    Asked by dawndriscoll on February 26, 2015 at 10:33 AM

    We set up a form a few years ago to help one of our non-profit clients accept registrations for an annual event they host each March. We need to grant access to the non-profit client to be able to edit their forms and upgrade their account to accept more registrations, so we added them as a user. Because they had received more than 100 form submissions this month, they upgraded the account this morning so that people can continue to register. She sent me the confirmation email she received, but unfortunately, people trying to register are still getting an error message that the form has met its quota. Can you help! It's important that people be able to register as the registration page is being promoted in social media, and people are frustrated that they're having trouble signing up. Thank you!

    problem upgrading account Submissions message non-profit Annual
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    JotForm Support

    Answered by david on February 26, 2015 at 02:05 PM

    Hi,

    Since they may have paid with a different email address or the subscription may not have been properly applied, the account was indeed closed.  I checked our records for a payment made associated with your account and email address and was unable to find anything.  If you could let us know the payment/subscription confirmation number, we will be happy to get the subscription applied.

    In the mean time, I reset your account limits and reactivated your account while we get things sorted.  Your client should be able to use their forms and such until we can get the subscription updated.

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    Answered by dawndriscoll on February 26, 2015 at 02:46 PM

    I don't see the the confirmation number in the email they forwarded me, but the email they used was pam.comer@emu.edu. Thanks!

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    JotForm Support

    Answered by david on February 26, 2015 at 04:20 PM

    I checked our logs and there was indeed a payment made from that address.  However it was used to upgrade a new account by the username "Pamcomer" rather than your account.  If you would like to have us move the subscription to your account, just let us know and we can take care of it.

    If you would like to just have us move their forms to their upgraded account, we can do that also.  Let us know what how you would like us to proceed.

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    Answered by dawndriscoll on February 26, 2015 at 05:02 PM

    The forms are feeding a 3rd party Facebook app so that we could embed them on a FB tab - would moving the forms to their account cause anything to break, or would the embed code and everything stay exactly the same? My preference would be to move them to their account, I just don't want them to have more registration issues. Thanks!

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    JotForm Support

    Answered by david on February 26, 2015 at 06:10 PM

    Moving the forms should not change anything at all as far as embedded versions.  The form ID# and things of that nature that the embedded form are related to, do not change when we move them.  Everything should function as it did before.

    Just let us know the ID of the forms you would like moved and we will be happy to take move them.

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    Answered by dawndriscoll on February 27, 2015 at 09:09 AM

    Great, thanks! There are four forms that need to be moved; 'Walk for Hope' is in each of their names. If I'm looking at it correctly, their IDs are: 

    30150917839154

    30151109571141

    30076247722148

    30151445386148

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    Answered by Sean on February 27, 2015 at 11:10 AM

    As requested we have moved your forms from your account to the newly upgraded account - Pamcomer. If you need further assistance from us, please share and we will be happy to help out.


    Cheers!

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    Answered by dawndriscoll on February 27, 2015 at 01:11 PM

    Thank you all so much!

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    Answered by Sean on February 27, 2015 at 02:19 PM

    You're welcome. :)

    You can contact us if you have any other issue and we will be happy to assist.


    Cheers!