Subscription isn't automatically charging the customer

I had two people sign up in my firm for recurring payments, but it didn’t work the second month (first reoccurrence).

You can find my form "Dog Blessed Academy Membership" at: https://pci.jotform.com/form/251765999578181

Form 'Dog Blessed Academy Membership' (ID: 251765999578181). It appears your payment form's Square connection is successfully completed. We cleared your form caches. Please retry, and if access issues persist, please let me know with the details.

Can I talk to a human?

Hi Paula,

Our support team will connect you with a human agent shortly to assist you further with your recurring payments issue.

Hi Paula,

Thanks for reaching out to Jotform Support. The reason why users are not automatically charged is that, the Payment Type is set to Sell Products and not Sell Subscriptions. Take a look at the screenshot below:

There’s an easy fix for this. We just need to change the Payment Type from Sell Products to Sell Subscriptions. Here’s how to do it:

1. In Form Builder, select the Product List and click on the Credit Card icon.
2. Click on the dropdown under Payment Type, then select Sell Subscriptions.
   
3. Select Yes, Change in the confirmation window.
   

Your current product will be deleted after confirming the action. You will need to create the subscription and set it up based on your requirement. Explore our guide on How to Set Up a Recurring Payment to dive in deeper.

Reach out again if you need any other help.

Hi Paula,

We understand that we haven't met your expectations for help with this. We’re committed to finding a solution and we’d like to continue to look into this and work on resolving it.

I reviewed your form and it appears that you've successfully changed the Payment Mode to Sell Subscriptions. The change you've made will not be applied to previous submissions, it will only apply to submissions made after the change.

Let us know if you have any other questions.

Hi Paula,

To keep the conversation organized, I moved your other question to its own thread, and someone from our Support Team will help you with it here.

Let us know if you need any more help.