Understand Free, Pro and contact limits
Count recovery contacts once per store and UTC calendar month.
What to do
- Check local Overview for the number of recovery contacts this month. Free does not require an account or a monthly allocation.
- A contact is reserved when its first reminder is prepared in that store/month. Multiple reminders use the same contact reservation.
- Free and new Pro site licences do not need contact allocation. Legacy Agency owners can still allocate their monthly allowance across stores.
- Free and new Pro site licences have no monthly contact cap. Basic sequence editing and configurable reminder-frequency safeguards are included in both. Connect or refresh the account only when activating Pro or using account services.
What to expect
One shopper at two stores counts twice. The same configurable frequency safeguard applies in Free and Pro. New stores start at three reminders per contact per UTC month; existing stores retain their previous effective setting. Saved shopper permission still applies and is not increased by an update or higher setting. Uncertain attempts keep their reservation.
For legacy capped Pro plans, issued capacity cannot be moved between stores during the active month, including after disconnecting or removing a registration. This prevents an offline store from spending capacity a second store also received.
On legacy capped Pro plans, when contact capacity is exhausted, unprepared reminders remain pending. After an upgrade, additional allocation or the next UTC month, a fresh grant lets the queue retry while the cart is still eligible and no more than 14 days old. Purchased, expired, withdrawn or already skipped reminders do not restart; unsent content prepared in a prior month is not carried into a new one. No automatic overage charges apply.
A restored database with regressed usage is held for reconciliation. Capture and privacy tools continue while sending is held.
Include this article and your store’s support summary.