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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.


  • Profile Image

    Cancellation from service

    Asked by sdsouth on January 15, 2016 at 07:47 AM

    Hello,

    I userd your premium services last summer, then I asked for downgrade because I didn't need it anymore. 

    I discovered today that every month I am still paying $9.95 and that my account was scheduled to downgrade to your free plan on September 26, 2016, so I still was on your monthly Premium plan without knowing it, even because 
    in the pricing page, once logged in, I was signed for the "starter" package.

    Is it normal that when someone ask for a downgrade this is scheduled in the next year?

    I asked for another downgrade, that has been scheduled on January 24, but I wish to cancel my account from your whole system: can you please tell me how?

     

    cancellation style size font next
  • Profile Image
    JotForm Support

    Answered by Kiran on January 15, 2016 at 11:26 AM

    I see that your account sdsouth is currently holding Premium monthly subscription which is being paid through PayPal. I notice that this subscription is now cancelled and scheduled to downgrade to Free subscription by 26 Jan 2016 since the due date is 25th Jan 2016. I notice that there was a cancellation of subscription on Aug 28 2015 in which the account should be downgraded to Free on 26 September 2015. I'm not sure if there was a typo in the year. Please let us know if you are having any other account with active yearly subscription plan so that we can check it for you.

    If it is related to the same account, we would like to offer the refund for the last payments made within 60 days which will be allowed by PayPal. Please confirm. Once the account is downgraded to Free, we can close the account for you.

    Thank you!

  • Profile Image

    Answered by sdsouth on January 18, 2016 at 06:39 AM

    Hello,

    thank you for your answer.

    I have only the sdsouth account, I asked it to be cancelled on August, but as you can see in this screenshot the cancellation has been scheduled on September 2016: probably a typo, as you say.

    I don't have any other account, and of course I am glad about the refund.

    Thank you

     

  • Profile Image
    JotForm Support

    Answered by Kiran on January 18, 2016 at 09:02 AM

    We apologize for the inconvenience this may have caused. Since the account is having the monthly subscription, it should be scheduling the downgrade by the next billing date only. I've forwarded the refund request to our manager. Please allow 5 to 7 business days to process the request and reflect the amount in your account statement.

    Thank you!