Not pleased with your billing practices

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    pvroom
    Asked on August 31, 2015 at 10:17 AM

    After using you free service for just a few days to see if it would meet my needs, all of my forms were disabled and I was still well short of my quota (50 of 100 responses - 7 SSL). I sent you a message about this yesterday but received no response. I then had no choice this morning other to purchase the service in order to enable the forms that I placed in my application. When that happened, my forms began to work again but I saw that Jotform had deducted the 50 form responses under the free program from my 1000 allotment under the new new paid account. Are you serious? What's up with that? Please remove the previous responses, including SSL, from my free subscription so they do not count against my new paid subscription. Thank you.

    Peter Vroom

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    Sammy
    Answered on August 31, 2015 at 12:34 PM

    Apologies for the above occurrence Peter,

    The earlier suspension was not due to you exceeding your quota limits, one of your forms had been false flagged as a phishing form and this resulted in the automatic suspension of your account. The form has been white-listed and the suspension will not occur again.

    I have reset you quota for the submissions (including SSL)

     

     

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    pvroom
    Answered on August 31, 2015 at 12:45 PM
    Thank you. I think though that there needs to be more coordination between automatic flags for phishing, disabling of the account and notification to the customer. At the very least, a message should go out to the customer explaining why the account was disabled and telling them who to contact at JotForm to resolve the issue. In addition, when an account is disabled as the result of suspected phishing, a JotForm employee should immediately get a notification to review that account to determine if this is accurate so that the user account will be quickly restored to service when it is not accurate, as in my situation.
    Peter
    ...
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    Sammy
    Answered on August 31, 2015 at 02:47 PM

    Normally the user is notified via their registered email address, could you check your SPAM folder to confirm that the message was not sent there accidentally.

    Thank you for the additional suggestions regarding the notifications approach