When your list outgrows your plan

Each plan covers a number of people and a number of emails per month. There is no overage charge. If you go over, the plan is the wrong size, and the fix is to move up.

#People: Covered and Locked

Starter covers 2,500 people, Growth 25,000 and Pro 50,000. Enterprise has no limit.

The people a plan covers are the first ones you added, in the order they joined your list. Anyone past the last seat is Locked.

• A Locked person is skipped by campaigns and flows.
• Receipts, shipping notices and other one-to-one emails still go to them.
• Nothing is deleted. Not a contact, not a list.
• The moment you move up, or your list shrinks back under the limit, they are covered again with nothing for you to do.

#Where you see it

• Settings → Billing → Overview and the Plans page show a banner: Starter covers 2,500 of your 4,100 people — the first 2,500 you added. Move up to reach the rest. See the plans opens the Plans page.
• On Contacts, each person carries a Covered or Locked chip. A Locked person's page explains: Starter covers the first 2,500 people you added. This person came later, so campaigns and flows skip them. Receipts still go.
• In the campaign builder, under the recipient count, a line says how many people are locked, for example 1,600 people locked by your plan. The count above it already leaves them out.
• Usage this cycle on the Overview page shows Contacts, for example 1,204 of 2,500.

#What counts as a person

The count is of people you can email now. Unsubscribed, bounced and suppressed addresses are not counted, so cleaning the list can bring you back under a limit.

#Emails: running out for the month

The Emails this month bar shows what you have sent against the plan's allowance. Test sends to yourself are never counted.

If a send would take you over, the screen refuses it with You've used your 25,000 emails this month. Move up a plan or talk to us. The bar's hint says You have used everything this plan covers this month. Moving up starts it again.

Receipts and other transactional emails never go through this gate.

#What to do

1. Go to Settings → Billing → Overview.

   On screenSettings › Billing › Overview

2. In Change plan, press Switch on a bigger plan. See "Change your plan".

3. Press Confirm after you read the price.

If you need more than Pro covers, press Talk to us on the Plans page. We email you the same day.

#Make the list smaller instead

If you would rather stay on your plan:

• Remove people who have not opened in a long time. See "Why emails land in spam".
• Let bounced and unsubscribed addresses fall out of the count on their own.

#If it didn't work

• The banner is gone but a person still shows Locked. Reload the Contacts page. The chip updates once the plan change reaches us.
• A flow is not sending to someone. Check whether they are Locked, Unsubscribed or suppressed.