Account and billing
Plan limit reached: what to do
When a limit reaches 100%, TraceClose stops creating anything that would go over it (an invite, a WhatsApp number or an ad account), but nothing that already exists stops: leads and messages keep coming in. To move forward, free up room or upgrade in Settings › Plan and billing.
How you find out
- At 80%: the Usage and limits section shows “80% of the limit” and an email goes to the billing contacts, the owner and the managers.
- At 100%: the banner at the top shows “Plan limit reached: item.” with the View plan button (or “Contact whoever manages billing for the account.”), and another email goes out.
- When you try to create something: the action is refused with “Plan limit reached.” For invites, the message is “Your plan has reached its user limit.” with the See plans button.
What stops and what keeps working
| Limit | What’s refused | What keeps working |
|---|---|---|
| Users | Inviting people, accepting invites beyond the limit, reactivating someone | Everyone already active keeps handling conversations |
| WhatsApp numbers | Creating a new number in Channels | Numbers already created keep receiving and sending |
| Ad accounts | Selecting more accounts to sync | Accounts already selected keep syncing spend |
Leads have no limit on any plan: they never stop coming in because of your plan.
Feature not included in the plan
Some features don’t depend on quantity but on the plan. Right now, alerts aren’t part of Essential: creating or turning on an alert rule returns “Feature not included in the plan.” If you need alerts, upgrade to Growth or Agency. See the table in Plans and limits.
How to free up room
- Users: in Settings › Team, revoke pending invites nobody will accept and deactivate people who left the team. Pausing doesn’t free a seat: a paused user is still active.
- Ad accounts: in Settings › Integrations › Ad accounts, unselect accounts you don’t use and click Save selection. Spend already imported stays.
- WhatsApp numbers: there’s no button to delete a number, and disconnecting doesn’t free the slot. Talk to us.
Example
Example Co. (fictional data), on Essential, has 3 users: Ana, John and a pending invite for maria@example.com that would expire in 2 days. When Ana tried to invite peter@example.com, she saw “Your plan has reached its user limit.” Since Maria had turned down the job, Ana revoked her invite and invited Peter instead. When the team grew again, she upgraded to Growth, which applies right away.
Didn’t work? See…
- I freed up room, but the banner is still there: reload the page; usage is recalculated the next time you create something.
- I can’t upgrade: only the billing account owner can change plans. See How to change plans and Who sees billing.
- I haven’t hit a limit, but I can’t edit anything: the account may be suspended for non-payment. See When the trial ends and how to cancel.
Frequently asked questions
Do leads stop coming in when I hit a limit?
No. Leads are unlimited and messages keep coming in. The limit only prevents creating more users, numbers or ad accounts.
Can I buy just one more user?
Add-ons can’t be bought from the dashboard. Talk to us or upgrade your plan.
See the path from ad to sale in your WhatsApp.
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