What happens if your account is restricted?

Overview

This article outlines what happens if your account gets restricted.

What happens if your account is restricted

Ortto accounts can become restricted in two ways:

1. Exceeding limits: If you go over your account limits for more than 7 days (without auto-upgrade enabled).
2. Payment issues: If a credit card payment fails for more than 7 days or a wire transfer isn’t received within the specified timeframe.

Examples of exceeded limits:

• Adding too many contacts to your CDP.
• Creating too many dynamic reports.
• Creating too many custom activities.
• Having too many active (switched ON) journeys.

To view your account limits, go to your billing overview. Click on the Overview tab, then select View all usage.

When your account is restricted, you won't be able to:

• Create new items, like campaigns, capture widgets, audiences, or reports.
• Add new contacts to your CDP, whether manually, through data syncs, or widget submissions.
• Save, publish, or send existing campaigns.
• Send Autopilot emails (if your account is unified with Ortto).
• Display the Talk messenger widget on your website; it will be hidden, and new conversations can't start.
• Receive emails in your Talk inbox from unknown contacts; these will be ignored.

What still works:

• All activities will still be recorded.
• Scheduled Ortto email and SMS campaigns will be sent as planned.
• Active playbook or journey campaigns will continue to run.
• You can receive emails in your Talk inbox from known contacts.

How to unlock the account

To unlock your account, you can:

1. Upgrade your plan: Consider upgrading or increasing specific feature limits (like your contact limit or relevant add-ons).
2. Adjust feature usage: Stay within your limits by archiving or deleting contacts, turning off unused journey campaigns, or removing old reports.