Billing: Legacy economy plan expired

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    erauwebteam
    Asked on September 13, 2016 at 01:11 PM

    Hello,

     

    (1) Tuesday, 9/12, I tried to change the credit card to renew and the change credit button would not work so I tried to renew the account using a new credit card and the card would not submit.

    (2) Wednesday, 9/13, I login to my Jotform account to find the account reverted to the Free account and I no longer had access to the legacy economy plan which meant upgrading to the new pricing to $319/yr from $199/yr (legacy).

    (3) Can you refund my credit card $119 due to errors on the Jotform/BlueSnap side.

    (4) I get email only support saves money but what about the customer experience?

     

    Frustrated with all of this...

     

    See this with StackSocial another SAAS company using email only support...

     

    https://twitter.com/bennyjonesjr/status/771422125420863490

     

    Regards,

    Benny

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    erauwebteam
    Answered on September 13, 2016 at 01:20 PM

    Apologies - I couldn't find how to access the support replies and I've responded here https://www.jotform.com/answers/930384-Billing#1 

    Is there any way to refund or cancel the payment I just made for $319 and revert back to the economy plan provide in https://www.jotform.com/answers/930384-Billing#1?

    I'll delete the Twitter posts.

    Just frustrated with email only support and all the typing when this could've been resolved in a 5min phone call.

     

    Regards,

    Benny Jones Jr., CSEM

    Director, Usability & Design
    Digital Strategy

    Embry-Riddle Aeronautical University
    Daytona Beach, Florida

     

    web: www.embryriddle.edu

  • Profile Image
    KadeJM
    Answered on September 13, 2016 at 01:45 PM

    No problem, one of our support team members is already handling your issue in your original thread that you found here https://www.jotform.com/answers/930384-Billing#1 and will respond in briefly to assist you.

    Additionally, if you ever need to find your threads we have a button for this in the forum that should show on the main page for you in the upper right hand corner called " My Questions ".

    Alternatively, you can also look it up using this link: https://www.jotform.com/answers/user_threads.php?username=erauwebteam 

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    erauwebteam
    Answered on September 13, 2016 at 01:55 PM

    Kade - thanks for the quick response!