Payment Error After Bank Approval – Urgent Assistance Needed to Renew Subscription

It's me AGAIN. Our yearly subscription's payment was declined on my end. Called the bank/credit card co. and they cleared the transaction and marked it valid.

I've gone back in multiple times to put in the credit card payment. IT IS GIVING ME AN ERROR MESSAGE.

Can I just speak to a human and get them to put in the credit card over the phone and get us paid? We do not want our subscription to expire.

Debbie Dobbs / Grand Prairie Arts Council / CFO

Hi Matt Betz,

Thanks for reaching out to Jotform Support. I'm an AI assistant. I'll do my best to help you until someone from the support team is available. I understand you're having trouble updating your credit card payment for your yearly subscription despite your bank confirming the transaction is valid. While we can't process payments over the phone, we can help you troubleshoot the error you're encountering so your subscription doesn't expire.

We have escalated your refund request to our refund team, and they typically respond within 24-48 hours. Please use this ticket thread for all updates.

Let us know if you have any other questions.

Hi Debbie,

I've gone ahead and reached out to our relevant team about this. We'll get back to you as soon as we get an update from them.

Thanks for your patience, we appreciate it.

Hi Debbie,

Thanks for waiting. I’ve just received an update from our relevant team. Note that Fastspring will attempt to process the charge again on August 18, 2025, and you’ll receive a notification regardless of the outcome. If you’d like to update your credit card details beforehand, you can do so using this link.

Feel free to reach out again if you have any questions or if we can help you in any other way.