Repeated Issue: Upload Space Not Updating After File Deletion

Hello,

I reached out about this same issue yesterday, and support was able to manually reset the upload space after I cleared out all submissions and files. At that time, the usage dropped to zero as expected.

However, the problem has occurred again—despite deleting all uploaded files, my account is now showing 5.73 GB of used upload space. This is extremely frustrating, especially since I’m running a time-sensitive event with a critical deadline tonight, and I can’t afford for submissions to be blocked due to an inaccurate storage reading.

Please escalate this issue or provide a permanent fix if possible, as I shouldn’t have to contact support every time I clear my files.

Thank you.

Hi raddateam,

Thanks for reaching out to Jotform Support. Keep in mind that when you delete submissions on your account that contain file uploads, you need to permanently delete them so you can free up some Upload Space limit. Let me show you how:

1. In Jotform Tables, select the submissions that have uploaded data on them, then click the Delete button on the right side of the page.
2. Click the Three Dots icon on the right side of the tab name and select Trashed Entries.
3. Now, click on Select All, and then click the Delete Forever button.
4. Finally, in the Confirmation window that pops up, click the Delete button to confirm the deletion of the submission. That's it.

Now, that you have deleted your Submissions, you will need to Clear your Form's Cache to refresh your forms. It's easy to do it manually. Let me show you how:

1. On your My Forms page, click on your Avatar/Profile Image icon.

2. In the window that opens, click on Settings.

3. In the Settings menu, scroll down to the bottom and click on Clear Cache. And that's it, you're done.

If the issue still persists, let us know, and we'll investigate more on the issue and reach out to our backend team to look into this.

Give it a try and let us know if you have any other questions.

This has been done, and it's not accurately reflecting the amount of upload space. Recents screenshots attached showing Jotform upload space and the amount of downloaded files from Jotform upload space with timestamps. Massive discrepancy that shouldn't need correction two days in a row. Please correct, thank you.

Hi raddateam,

I checked your account and can see that your upload space is currently at 5.04 GB / 10.00 GB. It means your forms still stores submissions. Since you have mentioned that you have already deleted your submissions, can you check your Archive folders if there's any submissions there? I've also cleared your form cache and recalculated your limit and still showing the same, 5.04 GB / 10.00 GB used for your upload space. If your forms submissions were already deleted/purged and no submissions on your Archive folders, can we have your permission to access your account to do a more in-depth investigation? Don't worry, you can disable that again after we're done checking things out. Let me show you how to do it:

1. In the upper-right corner of your My Forms page, click on your Avatar/Profile Image icon.

2. In the small window that opens, click on Settings.

3. In the panel on the left, click on the Security tab.

4. Then, on the bottom-right side of the page, toggle Jotform Support Access to the On position.

After we hear back from you, we’ll have a better idea of what’s going on and how to help.

Archive screenshot is attached, and support is on.

Thank you for the prompt response.

Hi raddateam,

Thanks for providing the screenshots and granting support access for further investigation. Now, when I checked your account, the Upload Space has been updated. It's now showing 178.33 MB / 10.00 GB. In some cases, it may take a while for the data to update. If it's longer than normal, you can get back to us and we'll investigate further.

Reach out again if you need any other help.