Published Last updated Written and reviewed by the Resale Intelligence team
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Plans limit users and branches, and pending invitations count as users. If full, cancel unused invitations, suspend unused accounts, close branches or upgrade.
Each plan sets how many users and branches you can have. Once they are used up, you can't invite new staff or add branches. Existing staff and branches keep working as normal.
How they are counted
| Counts | Doesn't count | |
|---|---|---|
| Users | Active team members, and invitations still pending and not expired | Suspended members, cancelled or expired invitations |
| Branches | Active branches | Closed branches |
See the figures on the Usage this month card under Plan and billing. How many each plan allows is in Choose the right plan for your store.
If sending an invitation or adding a branch doesn't work
The owner should check the Usage this month card first. If users or branches are full, choose one of these:
Cancel unused invitations on the Pending invitations card under Team.
Suspend accounts of staff who no longer work there; see Change roles, suspend or remove staff.
Close branches you no longer use; see Add and manage branches.
If that's not enough, upgrade; see Upgrade or downgrade your plan.
Good to know
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An invitation counts as a user as soon as it is sent, even before it is accepted.
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When users are full, you can't send a new invitation to the same email; cancel the old one first.
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If the store moves to a smaller plan because the trial ended or a payment is overdue, extra staff and branches keep working, but you can't add new ones until you reduce the number or upgrade.
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If you choose a smaller plan yourself, the system won't allow it while users or branches exceed the new plan.