> ## Documentation Index
> Fetch the complete documentation index at: https://docs.protodesk.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Understand trials, seats, and workspace limits

> Understand trial expiry, member seats, usage counters, and why a credit top-up does not change workspace access or plan limits.

Your workspace's plan, access status, member seats, and AI credits are related but separate. A remaining credit balance does not mean that every feature is available or that an expired workspace is writable.

## Check your workspace's limits

Open **Settings → Billing** in the workspace you want to check. Review the plan, its status, and **Usage this month**. Use the limits shown for that workspace rather than a copied plan table.

* **Seats** counts active human members with an Owner, Admin, or Agent role. Viewers do not use these seats. A seat is a member allowance, not an AI credit or a separate charge for each invitation.
* **Tickets** counts conversations created since the recorded billing-period start, or the beginning of the current month when no start is recorded. It is not the number of messages or only the conversations currently open. Closing a conversation does not undo its creation.
* **Customers** counts stored customer records, not just customers who contacted you this month.
* **AI credits** shows the available balance alongside the plan's allocation. Purchased or bonus credits can make the balance different from the included allocation. Open **Evelin AI → Usage** for the breakdown.

The heading groups different measurements together; not every number is a monthly allowance. A displayed limit also does not establish exactly how every channel behaves when that limit is reached.

## Understand trial access

A newly created first workspace starts a seven-day trial. Check the trial information shown in your workspace for its actual end date. Trial credits are a separate allowance; verification and eligibility affect whether they have been granted. Do not assume that creating another account or workspace replenishes an existing workspace's credits.

When a trial expires without a qualifying active subscription, the workspace can become read-only. This is different from simply running out of credits. Review **Billing** for the available subscription options, and contact support if you have paid but the workspace still shows expired access.

Buying a credit pack does not change your plan, extend the trial, add seats, or by itself restore an expired workspace. Do not rely on a remaining credit balance or a **Free** label as proof that you can continue making changes after expiry.

## Invite teammates within the seat allowance

Owners and Admins manage invitations in **Settings → Members**. Inviting an Admin or Agent is checked against the active non-Viewer member count and the workspace's seat allowance. Inviting a Viewer does not use a non-Viewer seat, but that person receives Viewer access, not Agent permissions.

If an invitation is blocked by the seat limit:

1. Confirm that you are in the correct workspace.
2. Compare **Members** with the seat usage in **Billing**.
3. Review whether existing members still need their current access. Do not change someone's role just to bypass a limit without considering the access they will lose.
4. Ask an Owner or Admin to review the available plan options if the team needs more seats.

Pending invitations are not the same as active memberships. Do not treat the displayed seat count as a reservation for everyone who has been invited.

## Review access before downgrading

A lower plan can have a smaller seat allowance. When a subscription downgrade is processed, excess active non-Owner, non-Viewer members can be changed to Viewer, keeping the longest-standing members within the allowance. The Owner is preserved.

Before changing plans, review the roster and the features your team relies on. After the change, check **Members**, **Billing**, and any affected workflows. Do not assume that all existing permissions survive a downgrade unchanged.

## When a limit or status looks wrong

Record the workspace name, plan and status, the displayed count or error, and when you saw it. For a billing-related problem, include the relevant order or invoice reference when contacting support. Do not send card details, passwords, API keys, or signed billing links.

Avoid deleting customers or conversations just to reduce a counter. Ask support to clarify unexpected usage or an unclear limit before making irreversible changes. A quota warning is not proof that incoming messages were rejected or delivered; check the relevant channel and delivery information separately.


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