What is JotForm?
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

    Deleted submissions aren't deleting data

    Asked by inkedfur on June 18, 2016 at 01:47 PM

    So once again my account is hitting it's limit again because submissions I've deleted from back in February are still showing as taking up space.

    Please verify the submissions I currently have not deleted are not taking 9.3 GBs of space because I know they aren't. This has happened time and time again.

    No, I will not delete all my submissions just to prove my point. I have a paid account for a reason. I know you all can check the space usage and verify my current submissions aren't using that space.

    Thanks.

    upload counter deleted upload
  • Profile Image
    JotForm Support

    Answered by jonathan on June 18, 2016 at 04:22 PM

    From what I have checked so far, I think your form https://www.jotform.us/form/52910790386158 (SUBMIT ART) do have such size of upload (almost 9.0 GB) total. There we about 427 uploads on this form alone. 

    Adding upload for forms 

    "Creator Application"

    "Authorize Artwork for Art Shows"

    will total to approx 9.6 GB.

    --

    I have elevated this thread to our higher team support to get confirmation on the correct upload counter on your account. If there is issue with the counter, we will fix it.

    We will notify you here for updated response.

    We apologize for any inconvenience caused.

    Thank you.

  • Profile Image

    Answered by inkedfur on June 18, 2016 at 04:25 PM

    And I'm saying that's wrong. There is not 9 GBs of data in there. I know it's not deleting the data when I delete the submission because I checked an email of a submission I had already deleted and I was still able to open the file. Such as this one from November

     

     
    Question Answer
    Creator Alias Tartii
    Source Image zard 1.png
    Exclusive to InkedFur? No
    Image Title Charizard Y
    Image Description Charizard Y is bets 'mon. And he freakin knows it.
    Does this image only contain your character(s)? No
    Gender Non-binary
    Species charizard pokemon
    Date Created 11/15/2015

    This submission has already been deleted but the source image can still be downloaded so it's still taking up space.

  • Profile Image
    JotForm Support

    Answered by jonathan on June 18, 2016 at 04:28 PM

    Can you please confirm which of your form you have deleted submissions. 

    Was it this form https://www.jotform.us/form/52910790386158 ?

    I need your confirmation so that I can manually clear the deleted submissions on the file server for the form. This way we can re-calculate the correct submission upload counter.

    Thanks.

  • Profile Image

    Answered by inkedfur on June 18, 2016 at 04:29 PM

    Yes, that is the right form. Please don't delete any files for submissions that are still in there. Is there a way to do that?

  • Profile Image
    JotForm Support

    Answered by jonathan on June 18, 2016 at 04:32 PM

    Please don't delete any files for submissions that are still in there. Is there a way to do that?

    Yes. We will not delete the existing submissions on the form. We will just clear what was deleted already instead. It is possible that what you had deleted on your submission data was not reflected on the file server. So we will sync them.

    I will check now. I'll get back to you with update on this.

    Thanks.

  • Profile Image
    JotForm Support

    Answered by jonathan on June 18, 2016 at 05:09 PM

    I completed the sync process already, but it seems it did not change the counter. I could not find any means anymore to further verify the existing upload space count of your account. 

    Since I have already elevated the issue to our higher team support, let us wait for the response from them also. 

    Thank you.

     

  • Profile Image

    Answered by inkedfur on June 20, 2016 at 01:49 PM

    Could you check this form too? https://form.jotform.com/52904647359162 I noticed it is also keeping files despite me deleting every submission in there. Thanks!

    Or you could just give me 100 GBs of space :p

  • Profile Image
    JotForm Support

    Answered by david on June 20, 2016 at 02:48 PM

    Both forms are indeed still showing the files in our DB, however, I am unable to remove them with our tools.  The ticket is open and the files should hopefully be removed soon.

  • Profile Image

    Answered by inkedfur on June 25, 2016 at 08:12 PM

    Status update?

  • Profile Image
    JotForm Support

    Answered by Kevin_G on June 25, 2016 at 10:25 PM

    Unfortunately, we have not received news from our second level about the progress on this thread, I will ask for updates and we will let you know here as soon as we receive some news.

     

  • Profile Image

    Answered by inkedfur on June 27, 2016 at 01:54 PM

    Please re-enable my forms as my account is disabled now due to the files I deleted not being truly deleted.

  • Profile Image
    JotForm Support

    Answered by david on June 27, 2016 at 02:21 PM

    Your forms are enabled and the downgrade is removed.  There is still no update from our backend team  but hopefully they should be able to address this soon.  I will send another request for an update.

  • Profile Image

    Answered by inkedfur on June 28, 2016 at 09:20 PM

    Well my forms are disabled now... after saying you weren't going to downgrade me.

    Not the most impressed.

  • Profile Image
    JotForm Support

    Answered by Kevin_G on June 28, 2016 at 10:05 PM

    I have checked your account and indeed your account is currently over limit, this is because you have already passed the uploads limit for your account, I have checked your forms and uploads, but it is quite hard to find if the number of uploads is correct since you are allowing multiple uploads in your forms. 

    I think we should wait for this to be checked by the assigned developer, we should be updated about this as soon as possible. 

    Thank you for your understanding. 

  • Profile Image

    Answered by inkedfur on June 30, 2016 at 05:32 PM

    I think you should let me use the account I'm paying for when we have already confirmed my uploads are not taking up 10GBs of space.

    Please activate my account immediately.

  • Profile Image
    JotForm Support

    Answered by jonathan on June 30, 2016 at 06:55 PM

    I will make a follow up on our back-end team for update on the status of the ticket.

    We understand your predicament on this. But unfortunately it will be no use to remove the Overlimit Status to be able to activate the account because the current storage space for Bronze subscription(your plan) was already exceeded.

    We cannot just blindly delete/clear the storage allocated on your account because there could be data that can be lost.

    We will notify you here for any update on the status.

    Thank you for your patience an understanding.

  • Profile Image

    Answered by inkedfur on July 02, 2016 at 06:48 PM

    The plan limit was exceeded because your website wasn't actually deleting the submission files when I deleted the submissions.

    Again, my plan is overlimit not due to any fault of my own.

    Please allow it so I can use the service I am paying for. It's been two weeks since I reported this issue and this is the third time I've reported this issue in general. I actually stopped recommending JotForms to my friends due to this mess.

  • Profile Image
    JotForm Support

    Answered by jonathan on July 02, 2016 at 08:05 PM

    The plan limit was exceeded because your website wasn't actually deleting the submission files when I deleted the submissions.

    Yes this was the issue reported already.

    For this same reason, even if I re-activate your account to the same plan (Bronze), it will still go Overlimit. Because the current storage allocation of the account is not empty and had already exceeded the storage limit allowed.

     As I had explained, the only way for the account to remain activated is if it will have storage allocation available. Either by clearing the files or by expanding the allocation thru the higher plan(Silver). Upgrading to the higher plan is just not right since it was an issue on our end that was preventing the current plan from working as it should.

    We have alerted our backend team of this ticket already. We apologize for the delays.

    This ticket will be responded to by the backend team when available.

    Thank you.

     

  • Profile Image

    Answered by inkedfur on July 06, 2016 at 08:24 AM

    I have deleted over 50 submissions and my data isn't being removed. 

    If I delete all submissions, can you wipe all my data storage?

  • Profile Image
    JotForm Support

    Answered by Boris on July 06, 2016 at 09:40 AM

    Yes, if you delete all your submissions from a form, members of our support team should be able to wipe your uploaded files from that form as well. Normally, that is the case, but considering that there is a bug that is already raised to our developers regarding file usage count in your specific account, there may be a possibility that the tools our support team uses may not be able to fully wipe the storage.

    Still, we'll be happy to try and help wiping your uploaded files. Please do make sure to export your valuable submission data first, before us proceeding to delete any submissions from your storage - so that you do not lose any of your data:

    https://www.jotform.com/help/44-How-to-Export-Form-Data-to-Excel

    https://www.jotform.com/blog/214-New-Feature-Announcement-Export-Your-Data-in-Seconds-with-Data-Export

    After backing up your data, please let us know which form you would like us to wipe the uploaded files from, and we will be happy to help. Thank you, and our apologies for the inconvenience.

  • Profile Image

    Answered by inkedfur on July 07, 2016 at 04:32 PM

    So I went to https://jotform.com/submissions/52910790386158 and clicked on export uploaded files and I have been waiting for five hours and it still says "Collecting..." There seems to be no end in sight. This would make sense if it's over 10 GBs of data since November. I'm not sure it will ever complete.

    Is my only option at this point to manually download each file?

  • Profile Image
    JotForm Support

    Answered by david on July 07, 2016 at 06:00 PM

    If the "download all uploads" option is stalling, you can download your form's submission records in excel and copy the file URL of all your uploaded files. You can use these file URLs in any download manager like DAP application. It will start downloading all the uploaded files one by one.  Copy the whole list of URL's to bulk download the files.

  • Profile Image

    Answered by inkedfur on July 07, 2016 at 09:56 PM

    Actually consider this resolved! I downlaoded the 23 forms that were left and clicked Delete all data and now I'm at 9 GBs free despite the data from the 23 form submissions totaling only 600MB. I do suggest your team should look into why old data submissions weren't fully being deleted until I hit delete all submissions.

    Thanks!

  • Profile Image
    JotForm Support

    Answered by Kevin_G on July 07, 2016 at 11:04 PM

    It is good to know that were able to delete those files. 

    However, I will let the thread opened so the assigned developer will check what caused the issue and will resolve it so you will not get this in the future.