Error message when trying to upgrade

I keep getting an error message when making a reinstatement payment

Hi CityofPalmSprings,

Thanks for reaching out to Jotform Support. I checked our payment logs, and I can see that your card was declined multiple times due to insufficient funds. Could you please do it again with another credit card or contact your bank to confirm that your account has enough balance? Also, I recommend trying it again with the new card in incognito mode or clearing your browser cache and cookies, which should solve the issue.

Once we hear back from you, we will help you with this.

Thanks,

I did that and it removed the error. I updated the card on file, made it default, and removed the old card and it keeps trying to use the old card. The new card ends in 0342

Hi CityofPalmSprings,

I’ll need a bit of time to look into this. I’ll get back to you as soon as I can.

Thank you so much. I appreciate the help. We are at a standstill with using the system until the payment can get fixed.

Hi CityofPalmSprings,

Could you please confirm your zip code so that we can send you a direct payment link in which you will be able to add your new card?

Once we hear back from you, we will help you with this.

Hi there,

The Zipcode is 92262. This will allow for the account o be reinstated, meaning no loss of service and legacy information?

Hi CityofPalmSprings,

Yes, it will not cause any errors. I’ll need a bit of time to look into this. I’ll get back to you as soon as I can.

Okay, thanks. Looks like the new card is on file. Not sure if the system can auto run a payment again.

Thanks for the help

Hi CityofPalmSprings,

I requested that our payment team create a payment link for you, and will send it to you, but if you can see the new credit card now, please try it, as it should now work.

Give it a try, and let us know if you have any questions.

Thanks. I did try right before I sent the message but it keeps trying to run the older card which is not on file any more. Can you confirm what email address the link is going to? we have a few:

veronica.goedhart@palmspringsca.gov

Itinvoices@palmspringsca.gov

kirsten.d'amato@palmspringsca.gov

Hi CityofPalmSprings,

The link would be addressed to your account's email which is veronica.goedhart@palmspringsca.gov. We'll also send you here the special Payment Link here so you can directly access it once our team created it. We’ll get back to you as soon as we have an update.

Thanks for your patience, we appreciate it.

Perfect. Veronica and I will keep a lookout!

Hi CityofPalmSprings,

I made a follow-up request regarding your Payment link. Also, forwarded your Zip code to make sure. As soon as we hear back from them, we’ll update you here on this thread.

Thanks for your patience and understanding, we appreciate it.

Hi CityofPalmSprings,

Please try to pay via this link, and let us know if you have any questions.

This worked. Thanks for the help!