Still looking for help on missing submissions!!!

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    ddunlavy
    Asked on October 10, 2016 at 06:33 PM

    We have lost all of our submissions today - someone needs to fix this immediately! We are in need of this data ASAP - I submitted a ticket over 3 hours ago and have yet to hear from anyone on this matter. This is extremely crucial to our business processes and procedures.

     

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    Jeanette
    Answered on October 10, 2016 at 11:18 PM

    The submissions can be easily viewed from the account owner and your account. I just checked the submissions and they are indeed viewed, if the issue persist, try to make a fresh login from your account using a different browser (try Chrome or Firefox)

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    ddunlavy
    Answered on October 12, 2016 at 08:24 AM

    This NOT the issue - the issue is we are MISSING submissions!!! The form shared with you should have over 2,000 submissions - only showing 400+...

    All the other forms should also have submissions with them as well. Please help!!!

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    Rose
    Answered on October 12, 2016 at 09:16 AM

    When I checked your account, it seems that you are out of your storage limit as a free account. 

    This submission storage is actually the total number of submission in all of your forms, not the monthly one. If you are a free account and if you reach your submission storage limit, you can not store more than 500 submissions in your account. So, while the new submission comes, the old ones are deleted. In other words, most recent 500 submissions will be kept.

    I can suggest you to 
    download and backup your data for your local copy if you don't wish to upgrade to any of the paid plans.

    If you have more questions, please do let us know.

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    ddunlavy
    Answered on October 12, 2016 at 09:23 AM

    We are on a paid plan - COTC, my institution has paid for a plan. Please advise - is there someone I can talk to?

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    ddunlavy
    Answered on October 12, 2016 at 09:27 AM

    We have had these thousands of submissions for over a year now - why all of a sudden are they gone? Also, if we upgrade - as I just did for only a month knowing we already have a paid subscription - can we get those submissions back? We need those submissions back - now, please. 

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    ddunlavy
    Answered on October 12, 2016 at 09:37 AM

    I just spoke with our IT Department the renewal email had gone to his spam folder and was not aware of the renewal needed - if he renews in the next 20 minutes, will we get all of our data back? And how soon?

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    Rose
    Answered on October 12, 2016 at 09:58 AM

    Thank you for your additional information and sorry to hear this inconvenient situation.

    Once you upgrade your account, please inform us here via this thread and we will restore your deleted submissions due to this issue. 

    Waiting for your return. 

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    ddunlavy
    Answered on October 12, 2016 at 10:14 AM

    Thank you - we have updated our account and the issue is resolved.

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    ddunlavy
    Answered on October 12, 2016 at 01:12 PM

    Hello -

    I have just logged into our form submissions and they are missing again - we have renewed our account with the payment and it initially resolved our issue, but they are gone again.

    Please help!

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    Kevin_G
    Answered on October 12, 2016 at 03:41 PM

    I have checked your account and I  can see you have only 60 submissions in your account, I can see there are some forms that you have created and there are other forms that were shared with you, please do note that you need to have permission to view submissions for those forms that have been shared, otherwise you will not be able to see them. 

    Please check and if you have downloaded your submissions you may import them by following this guide: Import-App-Easily-import-your-Excel-or-CSV-data-into-JotForm

     

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    ddunlavy
    Answered on October 12, 2016 at 03:49 PM

    We had solved this problem earlier today and I was able to see the submissions. I am a subuser for COTCWebMaster and have had access to all the submissions for the past year. Why is this no longer the case? 

    This answer also doesn't address why I can see some submissions for certain forms - if I'm not supposed to be able to see any of them.

     

    Please advise.

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    Kevin_G
    Answered on October 12, 2016 at 05:26 PM

    OK, I have  checked your total submissions and it is indeed 60, but the other account COTCWebMaster  shows only 500 submissions, this may be why you can see only some submissions and you indeed have full access to all the forms in that account.

    I have also restored the submissions total for that account and it is 4792 now, please check on your form and the shared forms, you should be able to see all the submissions.