Why have I been downgraded?

  • Profile Image
    Pinkshrimp
    Asked on April 18, 2016 at 10:00 AM

    Hi there

     

    This keeps happening to me and I am not sure why. Your support people have kindly reinstated my bronze yearly account twice already. Now, for a third time I have been downgraded to a free account.

     

    Please can you reinstate my account. The details are:

     

    19 Dec 2015

    JotForm bronze yearly

    S-3B797151D3804353S

     

    Many thanks

    Deanne

  • Profile Image
    KadeJM
    Answered on April 18, 2016 at 12:14 PM

    Hello Deanne and thank you for bringing this billing problem to our attention.

    I did some digging and found that you were downgraded because our records indicated that a request for a refund for your subscription was made.

    If you wish to get a plan again you are more than welcome to upgrade your account again.

  • Profile Image
    Pinkshrimp
    Answered on April 18, 2016 at 05:43 PM
    Hi there

    I’m not sure why that happened. I didn’t request any refund for my annual subscription, nor have I received one.

    I have had a refund for a MONTHLY bronze account. This was $19.00 on 20th March. This is because last time my account was downgraded I had to quickly do a temporary fix as I was receiving a lot of orders. Your support people said that they would reinstate my yearly bronze account and refund the single monthly account.

    I have given the date and account details for my yearly subscription.

    I really just want my annual bronze account reinstated. Please can this be done now?

    Many thanks
    Deanne

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  • Profile Image
    Kevin_G
    Answered on April 18, 2016 at 07:40 PM

    I checked on our records and I did not find such request about downgrade the subscription with number S-3B797151D3804353S

    It seems like  there was a confusion with my colleague since you had a monthly subscription, this was a  bronze as well. 

    However, I found that this is still active and I'm not sure why your account was downgraded, your account will expire on December 19, 2016

    Please  check your account and confirm us that you are able  to see your account on the correct status. 

  • Profile Image
    Pinkshrimp
    Answered on April 19, 2016 at 05:43 AM
    Hi there

    Thank you for your help. My account is now back as it should be.

    Best Regards
    Deanne

    ...
  • Profile Image
    ashwin_d
    Answered on April 19, 2016 at 07:09 AM

    Hello Deanne,

    On behalf of my colleague, you are welcome.

    Do get back to us if you have any questions.

    Thank you!