Form over limit when I believe it should not be

  • Profile Image
    Frances 
    Asked on November 11, 2016 at 12:31 PM

    We never have reached our free limit.  I'd like to know when the free limit re-sets.  And if we have space for today.

     

    Thanks.  May I call someone or do chat?

     

    Frances

  • Profile Image
    david
    Answered on November 11, 2016 at 12:52 PM

    I checked to make sure the correct totals were being returned for your file upload and submission totals, it looks like they were reporting incorrectly.  Once updated to the correct totals your account was well within its limits once again.  My apologies, it does look like this was an error on our end.

  • Profile Image
    fdalton
    Answered on November 11, 2016 at 01:24 PM

    OK thanks.  But is there a way I can delete files?  Once we enter the forms into our system, they are of new use to us any longer.

     

    Thanks for the speedy reply.  

     

  • Profile Image
    david
    Answered on November 11, 2016 at 01:29 PM

    Deleting submissions that have files attached will delete the files.  The following thread has great information on how to backup and delete data:

    https://www.jotform.com/answers/494860-How-To-Delete-Submissions-and-Keep-the-Form

  • Profile Image
    fdalton
    Answered on November 11, 2016 at 01:33 PM

    I"m very confused. Someone wrote back and said we were over by one form.  I don't have time to go through all of this right now.  I'm just worried patients won't be able to send in forms. 

     

    I really need to speak with someone.  I'm a verbal learner.

     

    Please leave a contact # to call sometime.  We need forms working next week and today, and informing and alarming us of a problem before the weekend is seemingly inconsiderate.

  • Profile Image
    fdalton
    Answered on November 11, 2016 at 01:44 PM
    I'm getting conflicting info from another person who answered. I don't
    have time to go through all of this. Please sort it out and get back to
    me. I just want to be able to stick to the free plan. And delete data at
    jot form if I have to open up more space.
    Frances
    ...
  • Profile Image
    david
    Answered on November 11, 2016 at 01:45 PM

    We do not currently offer phone based support.  What the person is referring to is your total submission limit.  This will also be reduced when you delete submissions.  Delete submissions and you will be good to go.

  • Profile Image
    david
    Answered on November 11, 2016 at 01:49 PM

    On a side note, your account can be over its total submission limit and forms will not be disabled.  File storage yes, submission data, no.  If you are over 500 stored submissions, older submissions will simply be hidden from view, your account will not be disabled.  A bit confusing I'll admit. 

    If you have further questions, let us know and we will be happy to help.

  • Profile Image
    fdalton
    Answered on November 11, 2016 at 02:44 PM
    He said it was an error on your end. Is getting the alert.
    Sent from my iPhone
    ...
  • Profile Image
    fdalton
    Answered on November 11, 2016 at 02:44 PM
    OK, al I need to know right now because I'm in a hurry, is do we need to
    take action to continue getting forms send to us next week?
    David seems to say no. He didn't give my any links. I appreciate your
    answer.
    Frances
    ...
  • Profile Image
    fdalton
    Answered on November 11, 2016 at 02:44 PM
    OK. I"m still confused. I'm a techie simpleton. We only need our forms
    to remain active and our patines to be able to access them and fill them
    out.
    ...
  • Profile Image
    david
    Answered on November 11, 2016 at 03:05 PM

    So here is what happened.  Your form was incorrectly reporting the file storage total as 101 out of 100MB.  This is what caused your account to be over limit.  If your account is over the file storage limit, it can cause forms to be disabled.  When I refreshed the total, the correct, much lower total of 31MB, was then reported and your account was no longer over the storage limit.

    Then, my colleague got to your other thread.  Since the file storage total was already refreshed and showing correctly, the only thing that was over limit was your submission storage total:

    This is why it is important to open one thread at a time.  Since the problem was already corrected, he gave you different information.

    Your account can be over its total submission limit and forms will not be disabled.  File storage yes, submission data, no.  If you are over 500 stored submissions, older submissions will simply be hidden from view, your account will not be disabled.

    Deleting submissions will clear out both stored submissions and file uploads.  If you do nothing at all, your forms will still be active, but older submissions will begin to be hidden and eventually deleted.