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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.

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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    Why was I charged twice after upgrading to Bi-Yearly Plan?

    Asked by nicgrev on August 19, 2015 at 05:08 AM

    I recently paid 2 years of service up front yet yesterday I was billed for my monthly plan. I assumed this would be cancelled upon upfront payment. I have brought this up with paypal. If you could refund the last monthly payment I made that would be great.

     

    Thanks

    Nic

    Charged twice upgrade to biyearly double charge monthly plan
  • Profile Image
    JotForm Support

    Answered by KadeJM on August 19, 2015 at 10:09 AM

    I see and can confirm you've been charged twice as of recently and we do apologize about that.

    Because you previously used paypal as your original payment method this was not cancelled since it is not automatic our end unless you cancel out that payment prior to switching it over to a new payment plan as you have done. This then left the original payment open and used the new one even though it was associated with your account properly.

    To correct this issue please start by going into that PayPal Subscription in your PayPal Account and cancelling the subscription itself which will halt any further charges from happening again.

    Afterwards we can then either credit your existing bi-yearly subscription by adding an extra month to it. Or Alternatively, if you still prefer it then I could just make a refund request on your behalf instead, but that will most likely take about 2-3 days to be processed by our Billing Team at which point if approved then it would be sent back to your paypal account. 

    We will await your next response before further action is taken to confirm it.

  • Profile Image

    Answered by nicgrev on August 19, 2015 at 10:40 AM
    Thanks, I have cancelled the monthly debit. If you could refund that would
    be great.
    ...
  • Profile Image
    JotForm Support

    Answered by KadeJM on August 19, 2015 at 12:28 PM

    Sure no problem, I've gone ahead and added you to our PayPal Refunds Queue per your request.