Balance or limit reached
How to tell a reached plan limit from a used-up usage balance and what to do in each case. Usage is measured by connected talk time, to the second.
Last reviewed: 2026-07-22
Balance or limit reached
When Nexcal reports that a balance or a limit has been reached, an action cannot be carried out for the time being. Two separate layers are behind this: the capacity limits of your plan and your usage balance for call time. This article helps you tell them apart.
Plan limit or balance?
- Plan limit reached: A fixed capacity of your plan is exhausted, such as the number of active campaigns, users or caller IDs. Such limits depend on the plan.
- Balance reached: The balance available for call usage is no longer sufficient.
An overview of the limits is available in limit reached; for balance, credits and balance helps.
How call usage is calculated
Usage is measured solely by connected talk time, to the second. Unanswered calls as well as preview and test calls are not billed. Details are explained in which calls are not billed?.
What you can do
- Use the message to clarify whether a plan limit or the balance is affected.
- For a plan limit, check whether a different plan covers the capacity you need. See plans and feature scope.
- For the balance, review your usage history and top up the balance where provided.
- Check whether the affected action is possible again after the adjustment.
Hinweis: Plan limits and call usage are two separate layers. An exhausted plan limit does not mean your balance is used up, and vice versa.
If the message remains unclear
If it is not clear which limit is affected, contact support. Include the workspace, the affected action and the exact message.