Plan limits: response credits, storage, contacts and devices
Published Updated
What each plan limit means, what you see when you reach one, and what to do about it — including "Response Credit exhausted" and "Storage Limit Reached".
What happens when I reach a plan limit?
Your plan limits forms, monthly responses, storage, contacts, devices and team members. One response is one credit, and credits reset at the start of each calendar month. When they run out you see "Response Credit exhausted"; responses already collected are safe and sync once more credits are available. Upgrade, or wait for the next period.
Your plan sets a ceiling on six things: how many forms you can have, how many responses you can collect in a billing period, how much media you can store, how many contacts you can hold, how many devices can be registered, and how many people can be on your team. You can see where you stand on your dashboard and under Settings, then Billing.
Response credits
One response is one credit, whether it came from the web, from an agent in the app, or from a badge scanned at an event — event lead captures draw on the same pool. The count resets at the start of each calendar month.
When the pool is empty you or your agents see: "Response Credit exhausted. This account has used all of its response credits for the current period. Responses already collected are safe and will sync once more credits are available. Please upgrade the plan or wait for the next billing period."
Read that middle sentence carefully, because it is the important one. Work already captured on a device is not lost. It stays queued and uploads once you have credits again. Public respondents filling in your form on the web see a shorter, general message instead, with nothing about your account or your plan.
Storage
Photos, signatures, audio and uploaded files count towards a storage allowance. When it is full you see: "Storage Limit Reached. Your account has reached its ... storage limit. Please delete unused media or upgrade your plan to upload additional files."
Storage is measured from the media actually held against your account, so deleting responses that carry large photos genuinely frees space.
Contacts
Your plan also limits how many contacts your account holds. Every live contact counts, however it arrived — a respondent who gave their details on a form, a waiver signer, an import or an integration sync. Deleted contacts do not count. The dashboard shows how many you have and how many your plan allows.
The account owner is emailed when you reach 50% and again at 80%. At the limit, a submission from a new respondent is turned away, while returning respondents and anonymous responses still go through. Responses collected in the mobile app wait on the device and upload once there is room. See Contact Limit and Warnings for the full detail.
Devices
Each phone or tablet signed into the app takes a device slot. "Device limit reached" means you need to remove one under Settings, then Devices, or move to a larger plan.
Team members and forms
Adding a team member past your allowance returns "User limit reached. Please upgrade your plan." Form and response ceilings are checked the same way when you create a form.
Raising a limit
Go to Settings, then Billing, and change plan. A larger plan applies straight away, and anything your agents had queued starts uploading on their next sync.
If collection is paused rather than blocked
There is one other reason collection stops: vault mode, a reduced monthly rate where your existing records stay fully available to view, search and export but no new records are accepted. If you see "Collection is paused — this account is in vault mode", the account is in vault mode by choice and the Owner can leave it from Settings, then Billing.
Frequently asked questions
What happens to responses my agents collect after we hit a limit?
They are kept. Agents can keep collecting in the mobile app; responses that cannot upload because of response credits, storage, vault mode or the contact limit stay on the device and upload once the limit is resolved.
When do response credits reset?
At the start of each calendar month.
Do deleted contacts count toward my contact limit?
No. Only contacts that are currently in your account count.
Does a draft saved with Save and Resume use a response credit?
No. Only a submitted response uses a credit.
How do I see how close I am to my limits?
Your dashboard shows responses, contacts, devices and forms against your plan’s allowance. Settings, then Billing shows your plan.