Contact Limit and Warnings

What happens when I reach my contact limit?

Every contact in your account counts, however it was added; deleted contacts do not. The account owner is emailed at 50% and 80% of the limit. If your dashboard shows Unlimited, your plan has no contact limit. This article explains what respondents and agents see at the limit, and how to make room.

Your plan sets how many contacts your account can hold. This article explains what counts, how you are warned before you reach the limit, and exactly what happens when you do \u2014 including what your respondents and your agents see.

What counts as a contact

Every contact currently in your account counts, however it got there:

• A respondent who left their details on a form, on the web or in the mobile app.
• Someone who signed a waiver.
• A contact you added by hand, imported from a CSV file, or pulled in from an integration such as HubSpot or GoHighLevel.

Deleted contacts do not count. Your dashboard shows how many contacts you have and how many your plan allows. If it says Unlimited, your plan has no contact limit and nothing in this article applies to you.

Warning emails

• When your contacts reach 50% of the limit, the account owner is emailed.
• At 80%, they are emailed again.
• The first time a new respondent is turned away because the limit has been reached, they are emailed once more.

Each email is sent once. If your limit changes \u2014 for example because you changed plan \u2014 the warnings start again for the new limit.

What happens at the limit

The limit stops new people being added. It never stops people you already have.

• A new respondent on a web form \u2014 someone whose email address is not already in your contacts \u2014 cannot submit. Their response is not saved, and they see: "This form is no longer accepting responses. Please contact the form owner." The message deliberately says nothing about your plan.
• A returning respondent whose email address is already in your contacts can still submit.
• An anonymous response, with no contact details, can still be submitted.
• A refused submission does not use a response credit.

Responses collected in the mobile app

Agents can keep collecting. A response that would add a new contact is not lost: it stays on the device, marked as pending, with a message beginning "Contact limit reached", and uploads on a later sync once there is room. Responses from existing contacts, and anonymous ones, upload as normal.

Adding, importing and syncing contacts

• Adding a contact by hand at the limit shows "Contact limit reached. Your plan allows [your limit] contacts. Please upgrade your plan or remove contacts you no longer need."
• A CSV import is checked as a whole before anything is written. If the new contacts in the file would take you past the limit, the import is refused and nothing from that file is imported \u2014 not even the rows that would have fitted. Rows whose email address is already in your contacts are updates, not new contacts, and do not count. Import a smaller file, or make room first.
• An integration sync that pulls contacts in keeps updating the contacts you already have. It adds new ones until the limit is reached and skips the rest.

Making room

1. Delete contacts you no longer need from the Contacts page. Deleted contacts stop counting straight away.
2. Or upgrade under Settings, then Billing, for a higher limit.
3. If your agents have responses waiting in the mobile app, ask them to tap Sync now on the app\u2019s Responses screen.

Frequently asked questions

Why does my form say it is no longer accepting responses?

One possible reason is that your account has reached its contact limit and the person trying to submit is not yet one of your contacts. Check the contacts figure on your dashboard; the account owner will also have been emailed. Other reasons include running out of response credits or the account being in vault mode \u2014 see Plan Limits & Credits.

Will my existing customers still be able to fill in my forms?

Yes. Anyone whose email address is already in your contacts can still submit, and so can anyone who submits anonymously.

Do deleted contacts count toward the limit?

No. Only contacts currently in your account count.

Who gets the warning emails?

The account owner, at the email address they sign in with.

Are responses lost when the limit is reached?

Responses collected in the mobile app are not lost \u2014 they wait on the device and upload once there is room. A new respondent on a web form cannot submit until there is room, so their answers are not saved.

Why did my CSV import add nothing?

If the file contains more new contacts than you have room for, the whole import is refused so you never end up with half a file. Compare the number of new addresses in the file with the room left on your dashboard, then import a smaller file, delete contacts you no longer need, or upgrade.