My sub account is not on the correct price plan

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    Asked on August 04, 2016 at 11:38 AM

    I have a sub account that is part of a larger account


    The main account is on Silver plan, even so I cannot create video submission forms unless I upgrade from the free plan 

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    Answered on August 04, 2016 at 01:38 PM

    To be able to create forms you will need to click on the folder name which is shared with you.

    The forms created under the shared folder will be owned by master account and also will share the limits of the master accounts.

    The upgrade is only required if you would like to create forms owned by your account (not accessible to the master account) with your own account limits.

    If you have any follow up questions, please let us know.

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    Answered on August 05, 2016 at 04:34 AM

    Hi Mike 


    Thanks for your response, I checked with the staff member who owns the entire account and he said we are on a Silver Plan, and when he logs in and checks 'my account' that's what it says. However, when I log in on the sub account and check 'my account' it has the free price plan. 


    Is there a possibility that this is an error? 


    Thank you 



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    Answered on August 05, 2016 at 06:31 AM

    Hello Tasha,

    No its not an error.

    When you upgrade your main account, it will not upgrade sub user account and they will be in free status only. Please note that sub users accounts are to assist you in your work. The forms needs to be created in maser user account and then share it with sub user account. If sub users create form in their own account, the submission limits of free account will be applicable.

    Thank you!

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    Answered on August 05, 2016 at 06:58 AM

    Excellent, thank you - this makes perfect sense now