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Help limits: 3 open conversations, 5 an hour, 30 messages a day

You might be here because: “You have reached the limit for new messages. The messages you already sent were received. Try again later.” · “3 open” · “can’t start a new conversation” · “support_limit_reached” · “the new conversation button is gone” · “my message to support was refused” · “how many tickets can I open” · “too many messages to support” · “message is too long for help”

Short answer

Help accepts at most 3 open conversations per account, 5 new conversations an hour, 30 messages a day, and one new conversation every 10 seconds. Past any of these the app and the dashboard both say “You have reached the limit for new messages. The messages you already sent were received. Try again later.” Wait, or reply inside a conversation that is already open.

Check first

  • How many conversations are open? When three are, the app shows 3 open where the new-conversation button normally is.
  • Did your last message go? If it is in the conversation, it was accepted; a limit only refuses the next one.
  • Is it really new? A reply in an existing conversation is not a new conversation; it counts only towards the daily 30.

Likely causes and fixes

  1. Three conversations open. The count is checked on every attempt, so closing a resolved conversation lifts it at once. Or reply in one that is open.
  2. Two new conversations within 10 seconds. Wait ten seconds and send again.
  3. Five new conversations in the last hour. The refusal carries a one-hour wait; reply inside an open conversation meanwhile.
  4. Thirty messages in 24 hours. New conversations and replies both count; the refusal carries a wait of up to six hours.
  5. Too long. A subject is up to 200 characters and a message up to 8,000; the app’s fields stop accepting text at those limits, so a longer message needs splitting.
  6. A general rate limit rather than a Help limit. Every Help request also draws on the account’s general request budget; “Too many requests. Wait a moment and try again.” is that, not a Help ceiling. Wait a minute.

If it still fails

These ceilings are fixed and are not raised per customer. If you see the sentence without having sent anything like that many messages, press Talk to a person in this chat (or reply in an open Help conversation, which still works) and include your account email, the time, and how many conversations Help shows as open. If nothing can be sent at all, email [email protected].