Troubleshoot billing and limits
Billing and limit messages usually mean Atlas knows who you are, but the requested action is not currently allowed for the account, plan, quota, or payment state.
Identify the blocked action
Start with the exact action that failed. The fix depends on what Atlas blocked.
| Blocked action | Likely area to check |
|---|---|
| Uploading a file | File size, source count, processing quota, plan level |
| Adding a website or video | Source limits, processing availability, unsupported source state |
| Asking chat | Message quota, attachment size, project/source availability |
| Generating a map | Map generation quota, source processing state, plan level |
| Opening billing | Account owner, popup/browser restrictions, billing provider state |
Do not repeatedly retry the same expensive action until you understand the limit. Retrying against the same limit can waste time and may consume additional quota if the action partly succeeds.
Check plan and account state
- Confirm the email shown in Atlas.
- Open account or billing settings.
- Check the active plan.
- Compare the blocked action with Plans and limits.
- Refresh Atlas after any billing change.
If you have more than one Atlas account, make sure the account using the product is the same account that owns the subscription.
Reduce the request
Some limit issues can be resolved without changing plan:
- Upload a smaller or cleaner PDF.
- Add fewer files to the same chat message.
- Ask a narrower question.
- Generate a map from a smaller source set.
- Remove unsupported sources from the current task.
Resolve payment or subscription state
Open Manage billing when the issue is payment failure, expired subscription, plan change, invoice access, or cancellation.
After updating billing, return to Atlas, refresh, and retry the blocked action once. If the same message appears, record the exact text instead of continuing to retry.
What to send support
Include the account email, the blocked action, the visible limit or billing message, and whether a billing portal action was just completed. Do not send full payment card details.