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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    Need to verify account status

    Asked by Augustus Clarke  on June 29, 2015 at 08:01 PM

    I have a Website that uses JotFirm & I got the email below & tried to login into my account but my possible email addresses were recognized & I need to know the status of my account,

     

    -----Original Message-----
    From: JotForm Support <mailer@fastspring.com>
    To: Augustus Clarke <anchormedia@aol.com>
    Sent: Mon, Jun 29, 2015 5:14 am
    Subject: JotForm Premium Yearly Subscription Payment Declined

    Hi Augustus,Thanks for using our product!Unfortunately your most recent JotForm Premium Yearly subscription payment was declined.Please go to https://sites.fastspring.com/interlogy/order/s/INT140629-9712-36350S and update your payment information as soon as possible to avoid cancelation.--- JotForm Support jotform@interlogy.com
    Page URL:
    http://anchormixandmastering.com/wp-login.php?action=register

    status account status JotForm yearly message
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    JotForm Support Manager

    Answered by Jeanette on June 30, 2015 at 12:12 AM

    The problem with your account anchor is that it went overlimit and it needs to be upgraded from Premium to Economy (1k to 10k submissions) , because you went over the limit for space, you already have more than 10 GB.

    Also, your yearly premium subscription renewal was cancelled because Paypal declined the payment. For now the account is back to free. Please go ahead and re-upgrade to Economy. To reset your password, click on "Forgot Password" and an email will be sent to webmaster@de********idity.com

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    Answered by Augustus Clarke  on June 30, 2015 at 11:18 AM
    New response receivedHi Jennifer,
    is it possible for me to speak to someone personally, I have not been getting any notifications & unaware of having even 1K submissions, How can I get access to these submissions & to ensure that they start coming to me. Yesterday I did the forgot my password & put in my email anchormedia@cwjamaica.com & anchormedia@aol.com addresses & the automated response stated that there is no account with both email addresses
    Gussie Clarke
    ...
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    JotForm Support

    Answered by BDAVID on June 30, 2015 at 01:12 PM

    We only have support over the forum and via email at support@jotform.com, and when you click on "Forgot password", enter the email address "webmaster@designfluidity.com", there is where the reset instructions will be sent.

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    Answered by Augustus Clarke  on June 30, 2015 at 06:13 PM
    New response receivedI have sent two lost passwords messages since today & no email response although the automated response says an email will be sent to me. This is frustrating & not what I am expecting or paid for. I have a 1K account which to date I have not gotten 500 usage & now being told by JotForm I need to upgrade to a 10K without any way to confirm my usage & cannot get access to my account or some one to speak to to assist. in this day & age, this is not the serervice I expected & not cool.
    Augustus Clarke
    ...
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    JotForm Support Manager

    Answered by Jeanette on June 30, 2015 at 07:55 PM

    This subscription INT140629-9712-36350S  is related to the account anchor( webmaster@designfluidity.com) the usage of the space went over 10GB, that's why you must upgrade to Economy.

    Do you still have access to that email address? Otherwise let me know.

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    Answered by Augustus Clarke  on June 30, 2015 at 08:03 PM
    New response received1. my email address is anchormedia@cwjamaicaicom
    2. how can I get a clearer understanding on the 10GB referred, can you explain, as far as I am concerned it is impossible. What is it that you are stating that I am I using that is taking up that space ???
    ...
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    JotForm Support Manager

    Answered by Jeanette on June 30, 2015 at 08:07 PM

    The premium plan allows you to get up to 1,000 submissions or 10 GB of space, whichever reaches the quota first will put the account on overlimit status. My best recommendation would be to login on  that account (you have to check the email address related to it) and download the files on the submissions, then delete them from the submissions view page.

    Here is a guide to help yo with that:

    http://www.jotform.com/help/269-How-to-view-Submissions

     

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    Answered by Augustus Clarke  on June 30, 2015 at 08:18 PM
    New response receivedgetting error with chrome & firefox says "Server not found". everything I try is not working
    ...
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    JotForm Support Manager

    Answered by Jeanette on June 30, 2015 at 11:56 PM

    It seems you must clear your browser's cache, here is how How to Clear Your Browser's Cache (with screenshots) 

    Also, you must be sure you have access to the email address webmaster@designfluidity.com, as this is the one in the profile.

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    Answered by Augustus Clarke  on July 03, 2015 at 11:58 AM
    New response receivedDear Sirs,
    Further to your emailed response received today, I have communicated with my Web designer & I am now able to access my account as such please note the following points.
    1. I am 100% sure that I upgraded my anchormixandmastering.com plan to premium some time ago but this is not what is being presently reflected as my current plan
    2. In your first response to me You stated,
    "The problem with your account anchor is that it went overlimit and it needs to be upgraded from Premium to Economy (1k to 10k submissions) , because you went over the limit for space, you already have more than 10 GB.
    Also, your yearly premium subscription renewal was cancelled because PayPal declined the payment. For now the account is back to free. Please go ahead and re-upgrade to Economy. To reset your password, click on "Forgot Password" and an email will be sent to webmaster@de********idity.com"
    3. I am of the view that there might be a mix up between the accounts of webmaster@designfluidity.com and my anchormixing@mastering.com whereby their account is over the limit and not mine & my payment to upgrade to premium was credited to their account in error
    4. I have a premium account & to-date I have not gotten 400 submissions so my account is impossible to be over the limit
    Kindly investigate & advise so that my account is not affected & this matter can be resolved today.
    Augustus Clarke
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    JotForm Support

    Answered by BDAVID on July 03, 2015 at 12:24 PM

    You have stated " I am of the view that there might be a mix up between the accounts of webmaster@designfluidity.com and my anchormixing@mastering.com ".

    There is no account under the email address anchormixing@mastering.com, can you please share any URL where you might have embedded a form created on the account you are referring to? Or did you happen to have the exact username on the account which email address is anchormixing@mastering.com?

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    Answered by Augustus Clarke  on July 03, 2015 at 02:13 PM
    New response receivedsending now to you at jotform@jotform.com
    ...
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    JotForm Support

    Answered by KadeJM on July 03, 2015 at 03:22 PM

    I'm not quite sure about what you mean by "New response receivedsending now to you at jotform@jotform.com". 

    Did you mean that you wanted to contact us via email? Or?

    If so our support email is support@jotform.com and not jotform@jotform.com

    If thats not the case you may either return to your thread here to clarify if needed or disregard if you saw the last response already. 

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    Answered by Augustus Clarke  on July 03, 2015 at 03:53 PM
    New response receivedI meant your first rely to me
    Respectfully as not to lose focus on my numbered points in my previous email can we go back to the thread & the numbered points in my previous email as I am not seeing the exact quotation you have attributed to me below. I have sent you the requested info
    ...
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    Answered by Augustus Clarke  on July 03, 2015 at 03:58 PM
    New response receivedI now understand what you mean, I will clarify in my next response
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    Answered by Augustus Clarke  on July 03, 2015 at 04:03 PM
    New response receivedI have also provuded confirmation proof of my upgrade to Premium account which was sent to my AOL account, see below
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    Answered by Augustus Clarke  on July 03, 2015 at 04:33 PM
    New response receivedHere goes, I responded to a response from BDAVID & simply forwarded notifications that we previously received from our website when a new customer registered using Jotform to provide evedence that I assumed would help him, Please see his request below
    A new response has been received:
    Answered by BDAVID
    You have stated " I am of the view that there might be a mix up between the accounts of webmaster@designfluidity.com and my anchormixing@mastering.com ".
    There is no account under the email address anchormixing@mastering.com, can you please share any URL where you might have
    ...
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    JotForm Support

    Answered by BDAVID on July 03, 2015 at 04:41 PM

    We have not received any information, can you please provide us the reference number of your paid subscription? Please reply here: http://www.jotform.com/answers/599417, so we can track your account, in order for you to reset the password and have access to it.

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    Answered by Augustus Clarke  on July 03, 2015 at 05:33 PM
    New response receivedI am sendind additional proof that I have a premium account by a seperate email,
    ...
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    JotForm Support

    Answered by jonathan on July 03, 2015 at 06:20 PM

    Your paid subscription with account/username  anchor  had already expired and had been downgraded to FREE account.

    The previous 1 year payment had already reached expiration on June 29, 2015. This on the order Reference# INT140629-9712-45333 

    You can check your Billings/Subscription payments by following this guide -How-to-check-invoices

    Have you renewed the subscription payment? We cannot find any records of the payment.

    Can you share to us the details if you have made payments. 

    Send to us confirmation details of the payment. You can copy and paste here on your message the details.

    We will look into this further once we know the information needed.

    Thank you.

     

     

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    Answered by Augustus Clarke  on July 03, 2015 at 07:08 PM
    New response receivedHi Jonathan,
    Your email has clarified things much more than all the others, the issue is that I was having was that the email below from Jeanette was stating that I needed a Economy account which I do not as I have not & cannot exceed Premium account usage. If I have it correctly all I now have to do is to go to Premium account & everything will be fine, If yes I will do tomorrow as I have to leave office now & will not see your response until then.
    Regards & please confirm
    Gussie Clarke
    A new response has been received:
    Answered by Jeanette
    The problem with your account anchor is that it went overlimit and it needs to be upgraded from Premium to Economy (1k to 10k submissions) , because you went over the limit for space, you already have more than 10 GB.
    Also, your yearly premium subscription renewal was cancelled because Paypal declined the payment. For now the account is back to free. Please go ahead and re-upgrade to Economy. To reset your password, click on "Forgot Password" and an email will be sent to webmaster@de********idity.com
    ...
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    JotForm Support

    Answered by jonathan on July 03, 2015 at 07:18 PM

    Since your account had already exceeded the 10.0GB storage limit , purchasing the PREMIUM account will NOT be enough.

    We recommend purchasing ECONOMY instead. Click the Upgrade button for Economy in the JotForm Pricing page

    Let us know if you need further assistance on this.

    Thanks.

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    Answered by Augustus Clarke  on July 04, 2015 at 01:33 PM
    New response receivedHi Jonathan,
    Up to this point & after 2 years of service, I am only seeing 125 submissions in my account & I am having a difficulty in accepting that those alone would have caused me to exceed 10GB of space. I do not get, use or require 100 submissions per month & cannot justify why I should pay for an account that gives 10K per month when I do not require that amount.
    Can you advise me as to where can I go to see a full list/details of what has caused me to exceed the 10GB so I may delete any info that is not required
    to reduce the 10GB & pay for the premium service
    Regards
    Gussie Clarke

    ...
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    JotForm Support

    Answered by BDAVID on July 04, 2015 at 08:57 PM

    @Augustus Clarke, your new question will be addressed here: http://www.jotform.com/answers/603238