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    Subscription Payment Failed - Action Required - I thought I took care of this

    Asked by chris klimasz on August 22, 2016 at 12:29 PM

    Subscription Payment Failed - Action Required- i thought i took care of this- 

    i got this email like 3 weeks ago then i logged in and updated my account and paid again

    now I'm getting this email from you guys AGAIN!

    "Subscription Payment Failed - Action Required"



    here is the full email u sent me:

    Dear chrisk1717, 

    We have been unable to collect the payment for your subscription. 

    To keep your account active please log in to your account and update your billing details within the next 3 days or your subscription will be cancelled. 
    SUBSCRIPTION INVOICE - 2016-08-12 

    Email: cklimasz@gmail.com 
    Plan: Silver 
    Amount Due: 39.00 (USD) 

    This covers usage between 2016-08-08 and 2016-09-08 

    Thank you 
    JotForm Team 

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    Answered by Boris on August 22, 2016 at 01:51 PM

    Chris, I have checked our records, and I see there were failed attempts to charge your card on August 8 and August 12, which is when our system sent you emails notifying you of the failed charging attempt:

    https://www.jotform.com/emails/57a8dcaba13fbc58068b5156 - this email was sent on 2016-08-08

    https://www.jotform.com/emails/57ae22aaa13fbc59068b5487 - this email was sent on 2016-08-12

    You have since updated your credit card details, and our payment processor successfully charged your card on August 15 (2016-08-15).

    I have double checked our email logs, and I can only see these notification emails that were sent to you 10/14 days ago, after which you have updated your credit card details. There haven't been any other system emails being sent to you after August 15, and the email you have quoted also indicates 2016-08-12 as the "subscription invoice" to which it refers to.

    It looks like you may have only now noticed the email that was sent to you 10 days ago, but at this moment your credit card details are correctly updated and there haven't yet been any failed charging attempts for your current card on file. In case that our system experiences any troubles charging your card in the future, it will send a system email to let you know, but at this time everything looks to be in order.

    If there is anything else we can help you with, Chris, please let us know. Thanks