Billing and limit problems

"Your organization has reached its monthly document limit"

Your plan's document allowance is used up and your plan doesn't allow going over. New documents are refused until the allowance resets or an admin upgrades.

Two things people get wrong here:

The window is your billing period, not the calendar month. On a paid subscription the count runs from your billing date, not from the 1st. Check Settings → Billing & plan for the exact period and the usage meter.

Failed and invalid documents don't count. A document that errored, or one support confirmed as invalid, is credited back. If your usage looks higher than the documents you can see, that's usually not the explanation — count again including everything already exported.

The limit hit far earlier in the month than expected

Most likely: your paid subscription lapsed and your organization reverted to the free allowance.

When that happens a warning banner appears at the top of every page, naming the plan that ended and the date it ended on. If you're an admin it links straight to billing; if you're a reviewer it tells you to ask an admin.

Check Settings → Billing & plan. If the plan reads Free and you expected otherwise, the payment stopped going through. Resubscribe there.

"Direct API push is not available on your current plan."

API push is included on every current public plan. Check Settings → Billing & plan to confirm which plan is assigned to this organization. If the message remains, contact support with the organization name and plan shown.

What happens when I go over on a paid plan

It depends on your plan:

• Plans with an overflow price keep processing past the allowance and bill the extra per document, added to your next invoice. The billing panel shows the rate.
• Plans without one stop accepting new documents at the allowance.

The Free plan stops. Paid plans generally keep going. Check the billing panel for your exact terms rather than assuming.

Cancelling

Cancelling stops the next charge. You keep your plan until the end of the period you already paid for — the banner reads "Your subscription is canceled — no further charges. You keep [plan] until [date]."

After that date the organization reads as Free. Nothing is deleted; your documents and master data stay.

Switching plans

• Upgrading takes effect immediately.
• Downgrading, or moving to a plan at the same price, takes effect at the end of your current paid period — you keep what you paid for.

There are no refunds and no proration.

"Access suspended"

"Your access to this organization has been turned off by an administrator."

This is not a billing problem. An admin of your organization suspended your membership. Contact them. Only they can restore it. See Permission problems.

The plan prices I see don't match this documentation

Plan definitions are configuration, not fixed in the product. Prices, allowances, and limits can be adjusted per organization. The Billing & plan page is authoritative — any figures elsewhere, including in these docs, are illustrative.