📌 Overview
Some customers see unexpected quota numbers, such as a limit that looks too low or usage that does not match their plan. Some also find that the support chat disconnects when they switch between accounts. These two problems are often linked, and both are usually easy to resolve. This article explains why they happen and what to do about them.
🔍 Why Quota Issues Happen
Quota is tracked per account, not per person. If you manage more than one account or workspace, the numbers you see depend on which account is active at that moment. The most common causes are:
- Viewing the wrong account: You may be looking at the usage of a different account than the one you meant to check.
- Billing cycle timing: Quotas reset at the start of each billing cycle, not at the start of the calendar month.
- Recent plan changes: After an upgrade or downgrade, limits can take a short time to update, and the page may show old values until it refreshes.
- Cached page data: Your browser may show an older version of the usage page.
- Shared usage: Several projects or team members using the same account draw from the same quota.
✅ Step-by-Step: Check Your Quota
- Confirm which account is active by checking the account name shown in the platform's account menu.
- Open the usage or billing area of your account settings and note your plan name, your limit, and your current usage.
- Check your billing cycle dates so you know when your quota resets.
- Refresh the page. For a thorough refresh, sign out, sign back in, and reopen the usage page.
- If you recently changed plans, wait a few minutes and refresh again.
- Compare the numbers with what you expect from your plan. If they still do not match, collect the details listed below and contact support.
🔄 Why Chat Disconnects When You Switch Accounts
The chat widget is linked to the account you are signed in to. When you switch accounts, the platform reloads your session, and the chat can end or start a new conversation. This means:
- Your open conversation may close or appear empty after the switch.
- The support team may not see your earlier messages in the new account's chat.
- You may have to explain your issue again, which is frustrating, especially if you have already reached out several times.
This is expected behavior when changing accounts. It does not mean your message was lost.
💡 How to Avoid Losing Your Chat
- Stay in one account while chatting. Switch to the account that has the quota problem before you open the chat widget, and do not switch until the conversation is finished.
- Do not refresh or sign out in the middle of a conversation unless the support team asks you to.
- Keep a short written summary of your issue so you can paste it into a new chat if the connection resets.
- Mention previous contacts. If you have reached out before, say so and include the date, so the team can review earlier history quickly.
📝 What to Include When You Contact Support
The more detail you give at the start, the faster your issue can be resolved, and the less likely you are to need repeat contacts. Please include:
- The name of the account that has the quota problem.
- The quota you are asking about, such as a specific feature or credit type.
- What you see now, such as the limit and usage numbers, and what you expected to see.
- Your billing cycle dates and any recent plan changes.
- A screenshot of the usage page, if possible.
- The steps you have already tried and the dates of any earlier conversations.
🧭 Quick Troubleshooting Checklist
- Am I in the correct account?
- Have I refreshed the page or signed out and back in?
- Did my plan or billing date change recently?
- Could other team members or projects be using the same quota?
- Have I noted my numbers so I can share them with support?
💬 Still Need Help?
If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be instantly connected with a member of our team.
Before you start the chat, make sure you are in the account that has the quota issue, and keep it open until your issue is resolved. This way, our team can see the right account details and help you in a single conversation.