Billing: Unable to add new credit card

I am unable to add a new credit card to the account because it doesn't give me a credit card option in 'Manage your account'. The Support AI said I needed to contact the billing team so the account could be updated manually.

Hi Lee Cobb, I'm an AI assistant. I'll do my best to help you until someone from the support team is available.

We have escalated your refund request to our refund team. Our team typically responds within 24-48 hours; please use the ticket thread for all updates. We will also assist you with updating your credit card since the option is not available in the 'Manage your account' section, and Support AI advised you to contact the billing team for manual update assistance.

Reach out again if you need any other help.

Hi Lee,

Thanks for reaching out to Jotform Support. I checked your account and see that your current payment method is PayPal. Unfortunately, there is no direct way to add a new credit card as a payment method or to change the payment method from PayPal to credit card in the account settings.

If you'd like to use the new card to pay for the renewal, you will have to cancel your existing subscription, and then re-upgrade to the same plan using the new credit card once the subscription is successfully downgraded back to Starter. You can easily Cancel Your Subscription, but you’ll need to do it on the desktop version of Jotform, as it’s not yet available on the mobile app. Let me show you how:

1. On your My Workspace page, click on your Avatar/Profile Image on the top-right side of the page, and then click on Settings.

2. Under the Billing tab on the left, and beside the My Plan section, click on Change Plan.

3. Now, click on the Downgrade button to switch to the Starter (Free) Plan.

Then, you’ll see a pop-up window with extra information about the downgrade. Just follow the instructions to continue canceling your plan. Once you've done this, your subscription will automatically downgrade back to Starter at the end of the billing cycle.

Let us know if you need any more help.