Billing: Why am I getting charged monthly?

I paid the annual subscription in March ($700+). Why am I being billed again and at a month rate?

Hi Janie Seivers,

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 your concern about being billed monthly despite having paid for an annual subscription earlier this year. We have escalated your refund request to our refund team for further review. Our team typically responds within 24-48 hours, so please keep an eye on this ticket thread for updates.

Let us know if you have any other questions.

INV-46794802081-1742854616

Hi Janie,

Thank you for providing the invoice number INV-46794802081-1742854616. We have forwarded this information to our billing team to assist with investigating your billing concern. They will review the details and get back to you as soon as possible.

Hi Janie,

When I checked your account, you initially upgraded to the Gold Yearly plan on March 24, 2025. Then, on April 1, 2025, you switched to the Gold Monthly plan. When you made this switch, the unused amount from your Gold Yearly subscription was credited to your account as a closing balance. This credit was automatically applied to your Gold Monthly plan renewal invoices.

As you may have noticed from your invoices, your monthly plan renewals have been processed without additional charges until September 1, 2025, when the credited amount was fully used up. After this date, regular billing for the Gold Monthly plan will resume. You can confirm this information by Checking Your Invoices. Let me show you how:

1. Log in to your Jotform account, and then go to the Billing tab.
2. Now, in the table of invoices, click on an Invoice ID to open it in a new tab.
3. To download an invoice as a PDF, click on a Download icon on the right.

Give it a try and let us know if you need any more help.

Unfortunately, I don’t see the credit to my account. Can you plz help by
providing date and card #?
Thank you!
Janie seivers
Director of Business Affairs
UNITED SCHOOLS of INDIANAPOLIS
Phone: 317.213.0740
3980 Meadows Drive, Indianapolis, Indiana 46205
...

Okay John, I see what you mean regarding the refund. Unfortunately, I
didn't want the monthly subscription but rather the annual. How do I switch
this back?
Thank you!
Janie seivers
Director of Business Affairs
UNITED SCHOOLS of INDIANAPOLIS
Phone: 317.213.0740
3980 Meadows Drive, Indianapolis, Indiana 46205
...

Hi Janie,

Thanks for reaching out to us for help. Regarding your request to switch back from the Gold Monthly subscription to the Gold Annual subscription, here’s how you can do it:

1. Cancel your current monthly subscription by following the guide on how to cancel a subscription and downgrade back to the free plan. You can find this guide on the Jotform Help Center.
2. After canceling the monthly plan, upgrade again to the annual subscription by selecting the Gold Yearly plan in your account's billing section.
3. If you need a refund for the monthly subscription charges, you can submit a Refund Request form through Jotform's refund request page. The relevant team will review your request and update you accordingly.

Let us know if you have any other questions or need further assistance.

Thank you for responding! I'll follow your instructions and reach out if I
have any questions.
Janie seivers
Director of Business Affairs
UNITED SCHOOLS of INDIANAPOLIS
Phone: 317.213.0740
3980 Meadows Drive, Indianapolis, Indiana 46205
...