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We believe that if one user has a question, there could be more users who may have the same question. This is why many of our support forum threads are public and available to be searched and viewed. If you’d like help immediately, feel free to search for a similar question, or submit your question or concern.


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    Can't get plan upgrade

    Asked by EducationQuest on October 27, 2016 at 11:05 PM

    Our account went over our limit. I have been trying for days to get it to update. We were on a two-year deal. Our users are not able to submit forms, I really need this solved ASAP.

    Page URL:
    https://form.jotform.co/32606714967866

    not able to upgrade non profit discount new plans subscribe subscription premium plan bi-yearly
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    JotForm Support

    Answered by Helen on October 28, 2016 at 02:30 AM

    Hi,

    I checked your account and saw your monthly submissions are over-limited. You currently have 1,074 monthly submissions but your plan lets to you have 1,070 submissions monthly. 

    If you want to have more submissions for this month, you have 2 options:

    1. You can upgrade your account to any paid plans to get higher limits and to get more submissions. You can find more details about different account type on our pricing page.

    2. If you don't want to upgrade, you have to wait until your submissions counter resets to zero which will be on every first day of the following month.

    Hope, this would help you. 

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    Answered by EducationQuest on October 28, 2016 at 08:29 AM

    I have tried over and over and over to get it to upgrade and all I get is a screen that says:

    Switching Plans in Process...
    Switch should complete in a few minutes. If it does not contact our support team

    I have tried this from a Mac and Windows, Safari and Chrome, at work and at home.

    Why will it not let me upgrade? Will it also not let me downgrade later? And we paid for a two-year subscription that we now have only used a little over a year of, will I get credit for the 10 months we did not use?

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    JotForm Support

    Answered by Mike_G on October 28, 2016 at 11:13 AM

    We would like to apologize for any inconvenience this is causing you. I see that you are currently subscribed to the Premium Bi-Yearly plan.

    Please be informed that the plan you're currently on (Premium) is equivalent to the new plan which is Bronze.

    Please be noted also that by upgrading to our new plan subscriptions, you will lose your grandfathered plan (Premium) and you can no longer get back to it in the future if you want to have it again.

    You may also need to switch back to a free subscription before you can proceed with upgrading to the new plan. At least that's the issue I'm seeing here that's why you cannot upgrade.

    If you want we can downgrade your account to free subscription for you. This means we will cancel your Premium subscription and provide a prorated credit for the months that you have not used it. However, we advise that once we do this, you upgrade your account immediately to your desired plan on the Pricing page.

    I suggest you follow the instruction provided by my colleague, Helen, and upgrade through the Pricing page. (Note: Make sure you are logged in to your account before you go the Pricing page.)

    Click the plan that you want to upgrade to. For example, Silver (which has a higher limit), and select the payment schedule that you want. (Monthly, Yearly, or Bi-Yearly[2years]).

    Please let us know how would you like for us to proceed.

    We will wait for your response. Thank you.

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    Answered by EducationQuest on October 28, 2016 at 11:32 AM

    We don't have a choice, we need to get the forms to work so people can submit their applications for our scholarships. I tried to downgrade my account on the pricing page and it gave me this message: 

    We noticed you have more than 500 submissions stored in your account EducationQuest. Downgrading to a Starter account will delete any submissions you have beyond the most recent 500. If you want to continue to have access to your data in the convenient JotForm dashboard, you can sign up for our Storage Plan. For $5 per month, we’ll continue to store all of your submission data.  

    We can't risk losing our entries, can you downgrade us and then put us on the Silver month-by-month plan? We should get the non-profit discount, at least my page shows it. If you can do this ASAP that would be great, as long as we don't lose our data.

    I have never received a response as to what happens since we paid for 2 years of service and are only using 14 months of that service. Do we get a credit applied to our account?

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    JotForm Support Manager

    Answered by Jeanette on October 28, 2016 at 12:51 PM

    I've switched the plan from Yearly Premium to monthly Silver, the new plan will take a pro-ration and it should start as of tomorrow, however, the account is now in Silver status.

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    JotForm Support Manager

    Answered by Jeanette on October 28, 2016 at 01:38 PM

    Actually the switch did not work out as your account was approved for the discounted rate. So, what I've done is to set the account back to free. Please go ahead and re-upgrade to Silver (with non profit discount)

    You have $57.00 credit, which it's equivalent to 3 months with Silver discounted plan. Once you do the upgrade, let me know, I will credit this amount, which means the next charge should occur in 3 months.

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    Answered by EducationQuest on October 28, 2016 at 02:30 PM

    But now I have lost all of my submissions! I had over 1600 submissions on a form and now there are only 327!  Please tell me my submission are not erased!!!!!!

     

    I'm trying to upgrade but it tells me my card is declined. I am contacting our accounting to verify that.

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    Answered by EducationQuest on October 28, 2016 at 02:58 PM

    I tried to update but it told me the card was declined. I checked with our accounting department and we have plenty to cover the $20 charge and the card is active. 

    Here is the message I get, but the link to update billing only sends me into a loop to reenter my CC.

    Unable to switch subscription. Your card was declined.
    To update your billing details please click the button below.


    Update Billing Details

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    JotForm Support

    Answered by BDAVID on October 28, 2016 at 07:17 PM

    Don't worry, you will not lose your submissions. I see you have been already approved for the non-profit pricing. 

    Also, I see you have been with us since 2013, and we appreciate it, therefor I have temporary set your account on Silver status, so you can see all your submissions are restored.

    On regards of getting the payment to successfully go through. Lets do the following:

    1) Double check that your card is active and there is sufficient funds.

    2) Notified us when you are ready to proceed with the payment, so we can put the account back to free status in order for the upgrade to correctly take effect.

    3) We will let you know when the account is back to free.

    4) Then go to the approval confirmation email you received and upgrade through the links provided there.

    5) Confirm us the upgrade went through.

    Then we can proceed with the applicable refunds of the Bi-yearly subscription you had.

    Update us, we will be glad to assist you.

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    Answered by EducationQuest on October 31, 2016 at 08:22 AM

    Thank you for restoring those! I am very relieved to know that we did not lose those records.

    I have checked with our accounting department. Everything is in order with the card, and was on Friday as well. As far as they can tell, you should be able to process the card. 

    Let me know when you are ready for me to log in and update the payment information.

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    Answered by EducationQuest on October 31, 2016 at 10:15 AM

    Guess I spoke too quickly. Our bank has frozen the account because of Friday. I will let you know when we can get it unfrozen. Sorry for all of this hassle. 

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    Answered by EducationQuest on October 31, 2016 at 11:23 AM

    I am told it will be tomorrow before we can get a new card from the bank. Is there anything we can do to keep our forms active until I have the updated card information?

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    JotForm Support

    Answered by BDAVID on October 31, 2016 at 12:44 PM

    No problem, we will wait a few more days. Let us know when your card is ready, so we can proceed with the non-profit upgrade.

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    Answered by EducationQuest on November 01, 2016 at 04:09 PM

    I have the new credit card. Let me know what to do to proceed with the upgrade.

    Thank you for your patience on this, my apologies for all of the issues on our end.

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    JotForm Support Manager

    Answered by Jeanette on November 01, 2016 at 09:18 PM

    You might or might not see this now, let's do the procedure between 11 am and 1 pm EST. We will put the account on free status, then you need to click this link and re-upgrade right away.

    https://www.jotform.com/pricing?specialoffer

     

     

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    Answered by EducationQuest on November 02, 2016 at 10:33 AM

    I have it on my calendar to click the link at 11am EST today. Thanks for your help. I'll post and let you know how it goes.

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    Answered by EducationQuest on November 02, 2016 at 11:17 AM

    I'm ready to do this whenever you are. Let me know when I should follow the link and upgrade.

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    JotForm Support

    Answered by BDAVID on November 02, 2016 at 11:53 AM

    Your account "EducationQuest" is on free status now, please proceed with the upgrade.

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    Answered by EducationQuest on November 02, 2016 at 12:16 PM

    It looks like it worked, but it charged us $39.99. So we did not get the Non-profit discount. I also don't see the credit yet either. But at least it seems to show all of our submissions now and shows us as being on the Silver plan.

    Thanks for your help, please let me know about the discount and the credit.

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    JotForm Support Manager

    Answered by Jeanette on November 02, 2016 at 01:20 PM

    The system charged $19.50

     

    ==== Charge Summary ====

    Username: EducationQuest
    Email: eqftechteam@educationquest.org
    Plan: SILVER
    Amount: 19.5
    Stripe Customer ID: cus_9SaGb5Tdj5j8cw
    Stripe Charge ID: ch_9UQDo6IZYamxyw

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    Answered by EducationQuest on November 02, 2016 at 05:33 PM

    I see that now, glad to know it was not the $39.99 that was displayed on the page. Will the credit show in my account later?

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    JotForm Support

    Answered by BDAVID on November 02, 2016 at 07:30 PM

    Unfortunately, the system does not let us provide a prorated refund of your bi-yearly subscription you had, since it's been more that 365 days.

    You have $57.00 credit, which it's equivalent to 3 months with Silver discounted plan, so we will refund the first 3 charges of your active non-profit subscription.

    The first charge has been already refunded, please contact us next month through this thread, so when your card is charge, we will refund it.

    Let us know if you need more help.