Table of contents:
Warnings
"You're running low": when your balance falls to 20% of the last amount you added. For example, after adding $50 you're warned at $10.
"You ran out": when your plan allowance and balance reach zero. It tells you whether Auto top-up is adding money (sending carries on) or why sending has paused.
Each warning arrives by email and as a banner on your SMS page, on every plan. You get each one once per top-up; your next top-up resets them. If one message takes you from above 20% straight to zero, you still get "You ran out".
To open your SMS page, go to Messaging & Chat → SMS Usage (legacy Hub: Message Hub → SMS Usage).
Warning emails go to the account owner, admins and team admins.
When sending pauses
The banner on your SMS page turns red and tells you why sending has paused:
Banner on your SMS page | Why | What to do |
Sending is paused: your allowance and balance have run out, and auto top-up is off. | No money left, and Auto top-up is off | Add money, or turn on Auto top-up |
Sending is paused: auto top-up has reached its limit for this cycle. | Auto top-up reached your monthly limit | Raise the limit in Auto top-up settings, or Add money |
Sending is paused: your card was declined for an auto top-up. | Auto top-up couldn't charge your card | Update your card on your Billing page, then Add money |
Only SMS pauses. Emails keep sending.
Blocked messages
While sending is paused, SMS that fall due show as Blocked, including messages from new invitations and resends. The banner says how many messages are blocked.
When there's money again, sending resumes:
You top up from the Hub (Add money, raise your monthly limit, or switch on Auto top-up while out of money): if any blocked message is more than 24 hours past its send time, a pop-up asks "You have X messages older than 24 hours. Do you want to send them as well after top-up?" Yes sends every blocked message. No sends the rest, and messages more than 24 hours old are marked Expired: never sent and never charged.
Auto top-up adds money: there's no pop-up. Blocked messages more than 24 hours old are marked Expired, and the rest are sent.
Messages scheduled before a guest's arrival or departure date that has already passed are marked Expired and never sent, so a guest never gets an out-of-date message.
Upcoming messages go out at their normal time.
Questions & Answers
Can I be charged more than my limit?
Can I be charged more than my limit?
No. Auto top-up never goes over your monthly limit, your balance never goes below zero, and there are no overage charges.
Do I get warnings on Free or Starter?
Do I get warnings on Free or Starter?
Yes, every plan gets both warnings.
I got "You ran out" but my messages kept sending. Why?
I got "You ran out" but my messages kept sending. Why?
Auto top-up added money. The email says so.
Will my emails stop if my SMS money runs out?
Will my emails stop if my SMS money runs out?
No. Only SMS pauses.
🤝 Need help?
Our Fin AI assistant is available 24/7 and typically responds in under 10 seconds. If Fin isn't able to solve your issue, our support team will take ownership of your case from there.
You can also reach out to our team at [email protected], and we'll be happy to help.