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Business Profile

Internet Services

Jotform

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Internet Services.

Complaints

This profile includes complaints for Jotform's headquarters and its corporate-owned locations. To view all corporate locations, see

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Jotform has 2 locations, listed below.

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    • Jotform

      4 Embarcadero Ctr Ste 780 San Francisco, CA 94111-4102

    • Jotform

      111 Pine St Ste 1815 San Francisco, CA 94111-5626

    Customer Complaints Summary

    • 25 total complaints in the last 3 years.
    • 10 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/02/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I cancelled a paid Jotform subscription two years ago. One year ago, they auto renewed me and charged my card again anyway; I complained, and they eventually refunded me. This year, they auto renewed and charged me AGAIN despite two years without a subscription and one year since getting refunded for getting charged despite not having a subscription. This time they have gone back and forth for five days now and keep having me jump through hoops; just today they said I needed to log in to my account and access a refund request form, and then they did not provide the form and instead sent me to an empty page. They keep asking for screenshots I have already provided, as well as info I have already provided. They are either extremely inept and disorganized or deliberately sending me on a wild goose ***** hoping I will eventually give up. I did NOT SIGN UP FOR THIS and WANT MY MONEY BACK. I cancelled TWO YEARS AGO!!!! This is ridiculous. I will also be leaving a review; this is a terribly managed company that will waste your time and keep your hard earned money without giving anything back. Not only that, but despite charging me, they did not even change my account status to paid (even though I don't want it to begin with, they took the money and didn't even actually renew my account.) This is fraud.

    • Initial Complaint

      Date:06/05/2025

      Type:Order Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We run a non- profit through ************************************ We take ****** kids to camp each summer and fundraise all year long in order to do this. We use Jotform to take applications for both Volunteers and Campers. We depend on this site to provide us access to the applications year after year. We used to be able to use their free software but now need to pay because of data use surges. In May of 2024 I purchased a Silver annual membership. Bought and paid. In December or thereabouts I was getting notifications of more data use and so they were hounding me to renew with another option. I felt this was a bait and switch tactic they were using to get me to renew to a monthly membership rather than yearly. Because the yearly was a lower option. Im still on the silver plan but pay monthly now. I was confused by all of this and just now realized what they were doing. They wanted me to pay the higher fee.

      Business Response

      Date: 06/10/2025

      It seems that this party misunderstood the type of subscription they were getting, and that they may be eligible for a nonprofit discount.

      We are reaching out to the customer to help them with this.

      ********************

      Customer Answer

      Date: 06/18/2025

      Jotform has not contacted me to resolve this matter as they said they would. 
      ***** *******
      ************

    • Initial Complaint

      Date:04/18/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Submitted failure of service on 3/14/2025.Annual plan cost is $468.00. Paid a contractor to help set-up Jotform **************** ($230).Service offered and NOT provided is a functional AI Agent Service.Functionality of AI Phone Agent is NOT functioning at all.Notifed Jotform of functionality on 3/14/2025. Jotform indicated they could NOT provide me a timeline of when service would be functional; therefore, I am paying for a service that is NOT available to me for use. Additionally, I paid a contractor to assist me to implement the service and that service cannot be completed.Jotform representatives continue to indicate that the developers are working on it, but they cannot provide me a timeline of when it will be operational again.I would like a credit to my account for time the service is not functional. I would like a timeline of when it will be completed.

      Business Response

      Date: 04/21/2025

      We have been unable to locate the account in question, possibly because the third party this person hired to set up the account set up the account in their name. If this party can contact us at *********************************** we're happy to look into this matter and to attempt to resolve it for them.

      Jotform

      Customer Answer

      Date: 04/21/2025

       
      Complaint: 23223415

      I am rejecting this response because:

      Sincerely,

      ****** ********

      Customer Answer

      Date: 04/21/2025

      The business indicated that I had hired the contractor to create a separate account.  That is not what happened.  I provided as evidence of my account name, username, and business phone so that Jotform can locate my account to ascertain a correct response upon follow-up.  I have failed multiple complaints to the email address they provided to no avail; therefore, I submitted my complaint here to the BBB.

    • Initial Complaint

      Date:04/14/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      The date of the transaction is 2/26/2025. A yearly subscription amount of $433.91 was withdrawn from my account without authorization. I have not used JotForm 1 time for months and not once since the charge was posted. I went online to their support and cancelled the plan and requested a refund. I was told they do not refund past 30 days and my plan is good until 2/25/2026. I do not want the plan, do not use the plan, and did not authorize a charge for the plan. I want a refund for the subscription and the plan cancelled.

      Business Response

      Date: 04/17/2025

      We can issue a refund, but our payment processor won't allow this as long as there is a dispute that the user has raised with their bank or credit card issuer. If the user removes or withdraws that dispute, we will be able to issue a refund.

      Jotform

    • Initial Complaint

      Date:03/07/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have paid for a yearly subscription and when I called the sales department I ASK SPECIFICALLY IF THEY ARE GOING TO CHANCE THE PRICE AND THEY SAID NO. Then I realized that they charged me TWO TIMES more than what I agreed on. I tried to contact the customer service but they removed all the contact options and the only available options were CHAT WITH AI AND PHONE CALL WITH AI which did not help me at all. I send them an email and requested a full refund and different people started harassing me over Email.

      Business Response

      Date: 03/07/2025

      A refund was provided to the customer, following some confusion as to renewing of their subscription.

    • Initial Complaint

      Date:03/05/2025

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We purchased the Bronze plan. Paid $234 last year and just had $ 400 auto billed for this year. We filed a dispute with the credit card company, as we were not aware the yearly price doubled. Jotform asked us to lift the dispute to resolve this. The dispute was lifted and a screen shot was emailed to them. We asked for a refund with no response.Payment was made on January 24, 2025.

      Business Response

      Date: 03/07/2025

      This customer was provided with a full refund, following some confusion over the renewing of their subscription.

      Customer Answer

      Date: 03/07/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      ******* ******

    • Initial Complaint

      Date:02/20/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I renewed my Gold Plan with Jotform on 12/17/24. Jotform's product is forms but they often stop working for no reason and it is almost impossible to find a solution for the fix. Often the error just disappears on its own. I use forms to sign up new users and have them order products from me. I have not been able to sign anyone new up for the last 6 days due to an error with all of the forms in my account. New users are met with a processing error when they submit a form but existing users are not. This detail is important because it was overlooked many times by support. The business uses a forum to provide customer support. This is the only method to reach out and communicate customer support. Wait times to receive a response are at least 2 hours according to their own wait times. My initial request for this problem took 7 - 8 hours before receiving a response, I submitted multiple support requests in order get a response. I continuously updated my original support request with troubleshooting as no one but myself was working on the problem. Once customer support responded, they offered canned solutions that did not address what I had already tried. They will often "clone your form and not have any problems". This is likely because there is some underlying issue with their own software tied to updates they push out, not due to actual errors within the individual forms. So the environment they test in is working fine while users are experiencing a variety of bugs that come and go and support is clueless as how to correct those issues. Due to their inability to fix my form, my business is losing income daily. Currently I am also unable to respond to my support request either due to another bug in their system or they have turned off the ability for me to submit tickets or respond to tickets. I can't even request a refund at this point because without access to the forum, you can not communicate with Jotform AT ALL.I would like my forms fixed or a full refund.

      Business Response

      Date: 03/03/2025

      This was resolved with the customer, who received a refund.

    • Initial Complaint

      Date:01/13/2025

      Type:Order Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I subscribed to Jotform Bronze on July 5, 2024 and paid the discounted price for 1 year. I paid the subscription looking to access their new 'create an App' feature. I previously had a starter free subscription that I had used to review and learn how to use Jotform create a form services, but didnt upgrade that account. The new subscribed service failed to upgrade and I contacted their online support many times. The issue was never resolved despite a substantial number of support tickets filed. On December 14, 2024, I finally requested cancellation and refund since all the support recommendations didnt work.I got different responses from support ranging from we have escalated this issue, to we cannot refund after 30days. The subscriptions are monthly based and cancellable at any time so this response was quite shocking. I have been waiting for my refund based on the fact that I have never been able to utilize their services 7months after subscribing and no longer interested in using this platform given the circumstances. The run around provided by the only contact "support" povided seems to indicate adeliberate plan to avoid meeting obligations.

      Business Response

      Date: 01/15/2025

      This party opened two different accounts, and appears to have been confused as to which account they upgraded.

      In any case, we have worked with the party to resolve this, and have provided a refund.

      Jotform

    • Initial Complaint

      Date:01/03/2025

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I subscribed to a Gold plan with Jotform on 11/29/24 and canceled my subscription on 12/17/24. Jotform has a cancelation policy that offers a 30-day Money Back Guarantee that states "if for any reason you decide you want to cancel your account within 30 days of your payment, we'll issue a full refund." I reached out to customer service today, 1/3/25 because I have not seen my refund to inquire when I might receive it. The response received from the representative(s) stating "Canceling a subscription will only prevent the plan from auto-renewing the following year. A refund is not automatically processed when a user cancels a subscription, users need to request it to us so we can downgrade the account immediately and process a refund. However, refunds can only be processed within 30 days from the payment date."I then requested a manager review my request and I would like my full refund since I canceled with the 30-day time period. I was then told by ********* understand your concern regarding the refund process mentioned in the email. While the email states that a refund will be issued if the cancellation is made within 30 days, our Terms of Use specify that you need to contact our support team to request the refund. As a one-time courtesy, we have processed a partial refund of $256.13 and expect it on your bank within 5-7 business days."My response is while the partial refund is a start, I am writing to formally address an issue with your company's handling of your 30-day money-back guarantee for subscription cancellations. Your inconsistent communication of the policybetween your terms and conditions, website, and subscription confirmation emailscreates confusion and misleads customers.I would like my FULL REFUND and for their 30-day refund policy language to be consistent throughout all communications with their customers. Please see the attached communication threads for detailed info.

      Business Response

      Date: 01/06/2025

      This customer has been provided with a full refund.

      Customer Answer

      Date: 01/06/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      ***** *****-********

    • Initial Complaint

      Date:09/11/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Jotform has not provided adequate support to solve a problem with their product. The product is unusable to me and yet theyve denied me a refund.

      Business Response

      Date: 09/12/2024

      We have issued a refund to the customer.

    Jotform is NOT a BBB Accredited Business.

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