Your BenchmarkONE Free Account has a contact limit of 500 contacts. Once your account has reached that limit, you will need to upgrade your account by clicking the Upgrade Now button on the banner shown below or by heading to Account Settings > Subscription > Plans and Billing in order to add additional contacts. You may also delete contacts to free up room in your account.
Checking your plan's usage can be done at any time by clicking on your initials in the upper right-hand corner and choosing Plan Usage. This modal will show your current plan, your contact count/percentage used, and email send count for your renewal period/percentage used.
Contacts coming in through a form after your account has reached the 500 contact limit will not be lost. Those contacts remain "locked" until you have upgraded or deleted contacts to create room in your account. You can see the total number of locked contacts from the contact list view as shown below. Locked contacts are not included in your overall contact count and can be unlocked once you have upgraded or deleted contacts to allow room for them. Clicking Unlock will add as many contacts as will fit within your account's contact limit, or until all locked contacts have been unlocked - whichever comes first. If a duplicate is found in your locked contacts, it will be ignored and not added to your account.
Note: You cannot select which contacts you wish to unlock. Locked contacts will import on a first in, first out basis. Meaning, the oldest locked contacts will be the first to be unlocked.
💡 Tip: A best practice is to immediately unlock contacts after upgrade or after deleting contacts to free up room.
Email Send Limit
Your BenchmarkONE Free Account has an email send limit of 1000 emails per renewal period. This send limit will reset monthly on your account's renewal date. For example, if you signed up on the 10th, your email send limit will reset on the 10th of each month or until you upgrade your account. If you have reached your send limit, you will no longer be able to send or schedule emails for that renewal period or for future renewal periods. You can head over to Account Settings > Subscription > Plans and Billing to upgrade your account at anytime if you need to increase your send limit or click the Upgrade Now button on the banner from the Email Template list view.
All emails scheduled to be sent during your renewal period will be tracked against the send limit for that period. Scheduled emails are tracked against the renewal period limit they are scheduled to send in.
Send Limit Credits
If you make adjustments to a previously scheduled email, your send limit will reflect your changes and credits will be given accordingly at the time of the send. This can happen if you adjust the scheduled date of your email to be in a different renewal period or if you adjust the number of emails being sent. Also, if you send an email(s) and receive a bounce(s), we will credit your send limit for that period accordingly.
Automation and Campaign Limits
When your BenchmarkONE Free Account reaches its send limit for a renewal period, the "send an email" automation step will be skipped and will no longer fire for that renewal period. An activity record will be placed on the contact record(s) that was skipped to reflect this behavior.
Campaigns will run until a "send an email" automation step is reached. At this point, the entire campaign will stop for that contact(s) and no additional automation steps will be completed. An activity record will be placed on the contact(s) record to reflect this behavior for the FIRST step that was missed due to the campaign being stopped.
Finding Contacts with Missed Automations & Stopped Campaigns
To find contacts who did not receive an email because an account has reached its send limit, use the Email Activity filter in the contact list view. Within the Email Activity preferences, select the radio button for was not sent - send limit reached.
To find contacts who had a campaign stopped because an account has reached its send limit, use the Campaign Activity filter in their contact list view. Within the Campaign Activity preferences, select the radio button for was stopped - send limit reached, and select any campaign or a specific campaign.
When selecting any campaign, the query will pull back any contacts that meet the criteria selected for any campaign. Selecting a specific campaign will narrow the results to only the campaign selected.