Subscription Renewed but Account Still on Starter

I paid to renew my subscription and I have an invoice saying that it was paid, however the payment apparently did not process and the account failed to renew. I need to get it going again asap. Please advise!

Hi,

Thanks for reaching out to Jotform Support. I'm an AI assistant here to assist you.

Subscriptions on Jotform automatically renew at the end of each billing cycle. If your payment fails on the renewal date, your subscription status will be marked as Overdue, but it is not canceled immediately. Jotform will attempt to charge your payment method on file up to 3 more times within 7 days. If the payment is successful during these attempts, your subscription will continue without interruption.

If the payment cannot be processed within 7 days, your account will be downgraded to the Starter plan. You can then go to the Pricing page and upgrade your subscription again.

To resolve your issue quickly, please check your payment method for any issues or try using a different payment method. If you have an invoice showing payment but the subscription is not renewed, it might be due to a payment processing delay or issue.

Let me know if you need guidance on how to update your payment method or reactivate your subscription.

Give it a try and let us know how it goes.

The incorrect account was paid and is still not giving me access to the forms. I need to figure out how to pay the accurate account because apparently there was more than one attached to this email/ center. I definitely need to speak to someone and I need a contact support phone #. Please and thank you.

Hi Hanna,

We don’t have phone support, but I’m right here to help and we can sort this out together. Note that there can't be two accounts tied to the same email address. I was able to pull up two paid accounts using our IP, one is tied to ce**er0**2@w*xc**ter.com, and the other one is tied to c**ter0**5@w*xc**ter.com. Both accounts are subscribed to Legacy Bronze Yearly plan.

You can log in to both accounts first to see which one you'd like to keep. If you'd like to transfer the subscription from one of them to this Starter account that you use to reach out to us, just let know, and we'll forward this to our relevant thread.

Once we hear back from you, we can help you sort this out.