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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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    Would like my account reset to my original payment plan

    Asked by weborigination on March 05, 2012 at 01:22 PM

    Hello.  I have been a paying member of your service for several years now.  Unfortunately, Plimus (the company you use to process credit cards) had an outdated credit card on file.  They sent me a message on Friday saying I had 5 days to update the credit card, but today (only the 3rd day) I received a notice saying my account had been cancelled.

     I have just gotten into my Plimus account, but they have already deleted my account with JotForm from their system.  Again, I have been with JotForm for over 4 years now.  This is very frustrating.

    In the original email I received from Plimus, it stated that I had 5 days to login and add a new credit card - before they would try to charge my card again.  Instead, on the 3rd day you or they simply deleted my account???  Not a very good way to run a business, in my humble opinion.

    What can I do to pay my original payment plan???

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    Answered by weborigination on March 05, 2012 at 02:39 PM

    Hello.  I would really like to renew my service with JotForm.  However, it appears the only option I have now is to go with the higher monthly rate.  Can my account not be set back to the amount I was paying?

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    Answered by weborigination on March 05, 2012 at 04:23 PM

    I'm trying to pay you guys and get my account going again.  Can someone please contact me to let me know how to get this issue resolved?

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    Answered by fxr on March 05, 2012 at 05:03 PM

    From the other thread:

    'As regards getting your own account back to Premium status, you could just reupgrade again @ http://www.jotform.com/upgrade , the old Plimus subscription is canceled meaning you can just re-register with a new card.'


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    Answered by weborigination on March 05, 2012 at 05:36 PM

    Uhm, yeah...  But I'm grandfathered in at the original payment plan that you came out with when you first started the site - and that option is not available on the list found at http://www.jotform.com/upgrade.  

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    Answered by fxr on March 05, 2012 at 05:46 PM

    Ah yes, understood. 

    Did you manage to get into your original Plimus account? I can reactivate the original subscription if you have managed to update your card details.

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    Answered by weborigination on March 05, 2012 at 05:57 PM

    Yes, I am able to get into my Plimus account now.  Unfortunately, I cannot change the card on file with them – as there is nothing listed under my “Products” tab.  (Their system no longer shows my account with you as active, therefor there are no active products.  To change the card with them, I have to be able to click on an active Product.)

    I believe that if you add the product back, I will be able to change the card and everything will be good to go.

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    Answered by fxr on March 05, 2012 at 06:04 PM

    Ok, I have reactivated the subscription; can you have a look around and see if that assumption is correct and update you card details if it is possible? 

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    Answered by weborigination on March 05, 2012 at 06:20 PM

    Okay, great.  I have just logged in to my Plimus account and added the new card.  I believe it should try to charge now and we should be good to go.

    Thank you.

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    Answered by fxr on March 05, 2012 at 06:31 PM

    Yeah, that seems to have sorted itself out. Thanks for your patience (and help) working through the issue. 

    I am just waiting on an email from Plimus confirming the payment, but as far as I can see everything looks to have been processed just fine. 

    I will check on for the email again tomorrow and, in the unlikely event, there is a problem, I will let you know.