We went over our submissions limit and have been trying to upgrade for the last hour.

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    smunyan
    Asked on September 30, 2016 at 12:18 AM

    We went over our submissions limit and have been trying to upgrade for the last hour. It still isn't working and our clients cannot access the forms. Please help! I sent an email requesting a phone call because I have a new credit card to use for purchase. Thank you!



    This is a re-post of a comment on How to Upgrade My Account

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    Chriistian
    Answered on September 30, 2016 at 04:27 AM

    Please allow me to inform you that we currently do not offer support over phone. The best way to contact us is through the support forum where we offer 24/7 support or by emailing us at support@jotform.com.

    With regards to your upgrade, may I ask if you are encountering any errors when you are upgrading your account? What browser were you using when you encountered this issue?

    Since you want to use a new card for your purchase, I would suggest you downgrade your account back to free first. Then once your account is set to Free, simply upgrade to the Silver plan using the new credit card. Please make sure that you are logged in to your jotform account before you upgrade.

    If you are still encountering any issues, please let us know.
    Regards.

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    smunyan
    Answered on October 03, 2016 at 07:47 AM

    The error I get is "we are unable to upgrade your account." It then sends me to support.

     

    I am too concerned about being shut out completely with a downgrade to feel comfortable doing that. If it doesn't let me upgrade, then we have no access whatsoever.

     

    PLEASE HELP!

     

    I will also email--again.

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    ashwin_d
    Answered on October 03, 2016 at 11:13 AM

    Hello smunyan,

    I did check your account and did not find any issue with that. Your have active bronze yearly subscription and your account usage is well within the submission limit of bronze plan. Please check the screenshot below:

     

    Can you please let us know if the account you are having this issue with? have you received any warning email? Please share a screenshot of the email you have received and we will take a look.

    We will wait for your response.

    Thank you!

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    smunyan
    Answered on October 03, 2016 at 02:12 PM

    We went over in September and we do not want to go over again. We want to upgrade to the Silver Status, but I've tried several times and continue to receive a message saying I cannot upgrade.

    This is the message I receive:

     

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    Boris
    Answered on October 03, 2016 at 08:00 PM

    This is likely caused by being on the custom (sale) price of our Bronze Yearly plan. The paid amount of $79 USD has technically already been used up ($19 USD per month) and there cannot be a prorated refund for the remaining period, so this might be confusing the system when you try to switch to another subscription before this custom priced one runs out.

    To force your account into being upgraded to a different plan, we would need to cancel your Bronze Yearly Special plan and switch your account to free plan temporarily - until you upgrade.

    As long as you upgrade your account back again on the same day, this shouldn't cause interruptions. Please let us know when we can proceed switching your account to the free plan - preferably when you'll have the time to upgrade the account on the same day.

    We look forward to your response. Thank you.