Features not on your plan, and accounts on hold

Your agency decides what your account includes: your plan's limits, whether AI and the assistant are on, and how much AI you may use each month. When you reach one of these edges, the app tells you in a plain sentence rather than failing silently. Most of them are settings, not faults, and your agency can change them.

Before you start

• Note the exact message you see. It tells you which edge you reached.

Steps

1. Read the message and find it in the list below.
2. If it offers Need more? with a button, you can add one more of that thing yourself. It is charged to your wallet at the price shown on the button.
3. If it says to ask your account manager, contact your agency with the message and the page you were on (see Get help from your agency).

Messages about AI

• "AI is switched off for this account. Ask your account manager." AI features show but cannot be used. Your agency can switch AI on.
• "This account has reached its monthly AI limit." Your agency set a monthly limit. It resets at the start of the month, or they can raise it.
• "This account cannot spend on AI right now." The wallet that pays for AI is empty. Top it up, or tell your agency if they pay for your usage.
• The assistant answers how-to questions but will not look anything up or prepare messages. The AI assistant add-on is off for your account. See Turn on the AI assistant add-on.
• "Your plan does not include automatic replies. Assist drafts them for you instead." Your inbox assistant can draft replies for you to send, but not send by itself.

Messages about limits

• "Contact limit reached": "Your plan holds" a number of contacts. "Ask your agency for a bigger plan to add more."
• "You've reached your … limit" with Need more?: for example team seats or custom domains. Add one with the button, or ask your agency for a bigger plan.
• "Your plan allows … knowledge bases." Delete one, add to one you have, or ask for a bigger plan.

Hold screens

• "Your account is being reviewed": your agency checks every new account before it opens. You get an email when it is approved, usually within a day.
• "Your account is on hold": a payment did not go through. Press Update payment to pay; everything comes back as you left it. If you think you have paid, contact your agency.
• "This account is suspended": the account has been paused. Nothing has been deleted. Contact your agency.

What happens next

Once your agency changes a setting or your plan, the feature works the next time you load the page. A limit you raised with Need more? works straight away: a message says "Added. Try again now."

Troubleshooting

The same feature works for a friend who uses the same app. Their agency or plan is different. What you have is set by your own agency.

I added one more with Need more? but was refused. Your wallet could not pay for it. Top up, or ask your agency.

I cannot find Top up. Your agency pays for your usage, so there is no top-up for you. Tell them what stopped.

A hold screen appeared after I paid. It can take a few minutes for the payment to be recorded. Sign out and in again; if it stays, contact your agency.

Related

• Your plan and billing through your agency
• Get help from your agency
• Why AI stopped: the switch, the limit and the wallet
• Buy an add-on