Missing submissions.

  • Profile Image
    fusa
    Asked on November 10, 2016 at 06:44 PM

    Good morning,

    I am somewhat distressed to find that upon returning to work this week, the vast majority of our form submissions has gone missing, as we no longer have any submissions in all of our webforms prior to July 2016. Recently while I was on leave our plan expired and was renewed almost immediately, however my understanding is that all records should have been retained and available upon renewal.

    Could you please advise what has happened here, and how I can recover these submissions? As webforms form a significant portion of our business it is important that we have these records.

    Kind regards,

    Adam Rau

  • Profile Image
    Chriistian
    Answered on November 10, 2016 at 08:26 PM

    When your previous plan expired, your account was downgraded back to Free status. Free accounts have a limit of 500 total submissions that they can store on the account. Since you had over 3,000 submissions, you exceeded the 500 total submissions limit, and as such the oldest submissions were automatically deleted to free up some space on the free account. 

    I see you have upgraded your account to Bronze. Bronze accounts have unlimited total submission storage, so you have plenty of space to store your submissions. I have recovered your previous submissions prior to July 2016. Your total submissions are currently at 3,059. Please check the submissions on your end to confirm.

    If you need further assistance, please let us know.
    Regards.