Gold plan - Monthly submission limit exceeded

Bonjour support,

J'ai renouvellé mon abonnement Or il y a 2 jours. Vous trouverez ci-dessous la facture numéro: IVS7TD32VEVBEQ3DKZBHEOK6YBOUMalgré ce paiement je me retrouve en dépassement de quotas. Pouvez-vous m'aider? Ceci est une urgence.

J'ai besoin que mon compte sois réactivé avec le bon abonnement.

Facture: https://jotform.onfastspring.com/popup-jotform/account/order/INT230619-7352-28313/invoice/IVS7TD32VEVBEQ3DKZBHEOK6YBOU?_ga=2.214677335.1339522170.1687334430-325830422.1686313593

Cordialement

Hi Onanga,

Thanks for reaching out to Jotform Support. Unfortunately, our French Support agents are busy helping other Jotform users at the moment. I'll try to help you in English using Google Translate, but you can reply in whichever language you feel comfortable using. Or, if you'd rather have support in French, let us know and we can have them do that. But, keep in mind that you'd have to wait until they're available again.

As for your question, I went ahead and checked your account and I noticed that you have exceeded your Monthly Submission limit. For a Gold subscription, you have a 10,000 monthly submission limit. Please take note that if you exceed your monthly limit, your forms will be disabled and will display an over-quota error, also you will be unable to receive any further submissions. If you'll need to receive more submissions, you can upgrade to the Enterprise plan or wait for the submission counter to reset on the first day of the next month. 

You might also want to check out this guide Understanding your Account Usage and Limits for more information.

Let us know if there’s anything else we can help you with. 

Thank you Shirized,

I am confortable with english so I'll be replying in this language.

In my understanding, the Gold subscription gave us acess to a full month so 30 days. Since we made the payment on the 19th of June, we believed we had untill the 19th of July to reach the 10 thousand threshold. It didn't occur to us than the 10k limit would run the whole month of june whether or not we have an active invoice or not. If it was the case, you should have prevented us from making another payment.

Base on what you just told me, it means that we paid on the 19th and by the 20th or subscription is already over. You will agree with me that it's not fair right?

How can we solve thins?

Can we find a solution for it?

Best regards.

Rodney

Hi Onanga,

Thanks for getting back to us. I'm sorry you're having issues with this. There are two different account limits as Monthly and Total. For your monthly limits, all limits reset on the first day of the month. Which means that the date of your purchase only effects the renewal date and it's not related to the resetting of your limits. Unfortunately, there is no way of resetting your submissions or any other limits before the monthly reset. To be able to receive more submissions, you can either wait for the first day of the month, or fill out our Enterprise Contact Form to have a Jotform representative reach out to you about upgrading your account to Enterprise plan.

Reach out again if you have any other questions.