Billing Issue

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    Asked on November 22, 2015 at 01:32 PM

    Your site shut down our website templates and does " NOT " have a way for me to update the billing information. When clicking upgrade - update billing - It goes back to the upgrade screen and does not allow me to update billing info. 


    This is an example of the problems you have with your own form templates and it really discredits the quality of your service overall. We also experience problems with your templates not working on some computers.
    I have to say now that our service is suspended because I am not able to upgrade I need to start looking for an alternative supplier of forms. 


    Resolution- provide us with a free one time upgrade to the 19.99 per month plan. Immediately restore service. Provide your customers with a way to update the billing information. Provide phone support so companies do not loose tens of thousands of dollars when customers cant get a hold of us because your service is lacking a way to update billing info. 



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    Answered on November 22, 2015 at 03:49 PM

    Our apologies. But our billing page is working very well for payments that were made using Stripe. You are using this payment processor since June 2015. But I think the issue here is because your subscription is already cancelled so updating won't automatically charge the new card. You will need to re-subscribe by submitting a new payment.

    You are now subscribed to our Bronze Plan so I think everything is good now. As for updating your payment method, just please do it in My Account - Billing page: Click the "Change Credit Card" in green button. Note, you have to change it before the renewal will take place. Otherwise, if the current card is problematic, there is a big chance that you will get the same issue again. If ever this will happen again, just simply submit a new payment. If ever you will be double charged, just let us know and we will refund the duplicate payment.

    As for the phone support, we do not offer it here in Jotform but our support forum is alive 24/7 so please use this instead. As you could see, we were able to respond within an hour. 

    As for the form template, that is a different issue so I moved it into a new thread. Here's the link:

    Thank you.