When you hit your monthly customer limit, SoTrustworthy safely pauses sending new review requests to newly added contacts until your next billing cycle resets or you upgrade your plan. Existing active messaging sequences complete as normal, and your account will never incur surprise overage fees. You can upgrade your plan at any time from your dashboard to immediately restore messaging for new customers.
How Monthly Customer Limits Work
Your monthly customer limit is the total number of new, unique contacts you can send review requests to during a single billing cycle. It is determined by your current subscription tier:
- Starter Plan: Designed for solo operators and small shops needing a steady stream of reviews each month.
- Growth Plan: Tailored for growing service businesses with multiple technicians or steady weekly job volume.
- Pro Plan: Built for high-volume service providers, multi-location businesses, and teams with heavy integration requirements.
Your count resets automatically on the first day of each billing cycle (not necessarily the first day of the calendar month). For example, if you signed up or upgraded on September 15th, your customer limit resets on the 15th of every month.
If you are currently on our 14-day trial, your limit is capped for the trial period. Upgrading to a paid plan immediately unlocks your chosen tier's full monthly contact allocation.
What Counts as a "Customer"?
A contact counts toward your monthly limit only when they enter a live review sequence.
Importantly, uploading a list of past clients or syncing contacts through an integration does not immediately deduct from your monthly limit. The limit is consumed only when SoTrustworthy actually queues or transmits an automated review request via our SMS-first workflow. Duplicate contacts added within the same billing cycle are automatically merged and only counted once.
What Immediately Happens When You Reach the Limit
When your account hits 100% of its monthly customer limit, SoTrustworthy’s safeguard mechanisms engage to protect your account budget and maintain your messaging deliverability.
1. New Review Requests Pause (No Automatic Overages)
We do not automatically charge your credit card for additional contact packs or force you into a higher bill without your permission. Instead, any new customer added after reaching your limit will be marked with a Limit Reached status in your dashboard, and their outreach will be put on pause.
2. Active Messaging Sequences Complete Uninterrupted
If a customer was already inside an active sequence before you hit your limit (for example, they received their initial SMS on Tuesday and are scheduled for a gentle follow-up on Friday), their sequence will finish as planned. Reaching your limit only restricts new customers from starting a sequence.
3. Integrations (Jobber, HubSpot, etc.) Keep Running Safely
If you have connected your field service management software (like Jobber) or CRM (like HubSpot), your integration will not break or throw errors. Jobber invoice completions and HubSpot pipeline triggers will continue to sync seamlessly into SoTrustworthy.
Instead of triggering an immediate text, newly synced jobs are held in a pending queue. Once your billing cycle resets or you upgrade your plan, you can choose to send requests to queued contacts with a single click or let the automation resume for future completed jobs.
4. You Receive In-App and Email Notifications
We notify you before and when you hit your cap. SoTrustworthy sends automated alerts when your account reaches:
- 80% capacity: A quick heads-up so you can plan ahead if you have a busy week coming up.
- 100% capacity: Confirmation that new automated requests are currently on hold.
Your Options When You Reach Your Limit
If your business is booming and you reach your limit mid-month, you have three flexible ways to handle your outreach:
Option 1: Upgrade Your Subscription Tier (Instant Upgrade)
Upgrades take effect immediately. If you switch from Starter to Growth or Growth to Pro, your new monthly customer limit is instantly available in your account. Any pending customers held in your queue can be released into review sequences right away.
To upgrade:
- Log into your SoTrustworthy dashboard.
- Go to Settings > Billing & Plan.
- Select your desired plan and click Upgrade Plan.
- The prorated difference is calculated automatically, and your new limit applies in seconds.
Option 2: Wait for Your Monthly Reset
If you prefer not to upgrade, you don't need to do anything. Your counter will reset back to zero at the start of your next billing cycle.
Because SoTrustworthy enforces a strict policy against review gating under FTC guidelines and adheres strictly to Google review policies, pausing requests mid-month does not penalize your account or impact your existing Google Business Profile status. It simply means new review requests will pause until the reset date.
Option 3: Apply Review-Request Throttling
If you consistently hit your limit mid-month, you can turn on Review-Request Throttling inside your account settings.
Throttling allows you to set a daily maximum cap on outbound SMS requests (e.g., maximum 5 requests per day). Spreading your outreach evenly across 30 days helps ensure you don't run out of customer credits during the first two weeks of the month.
Why We Enforce Monthly Customer Limits
Limits are not just about billing tiers—they play a critical role in protecting your sender reputation, maintaining high SMS deliverability rates, and staying compliant with telecom regulations.
SMS Deliverability and A2P 10DLC
SoTrustworthy relies on an SMS-first workflow to deliver review requests directly to your customers' mobile phones, achieving significantly higher open rates than standard email campaigns. Because carrier networks strictly monitor business text messaging, volume spikes can raise red flags.
Under A2P 10DLC regulations, carrier networks require registered business brand profiles to maintain predictable messaging volumes. Enforcing monthly limits prevents accidental text blasts that could trigger carrier spam filters or result in carrier-level blocking.
Opt-Out and TCPA Compliance
Every SMS sent through SoTrustworthy automatically includes compliance safeguards required by the FCC TCPA rules. These include standard opt-out keywords (like "STOP"). Controlled customer volumes ensure your opt-out rates stay within healthy regulatory ratios, keeping your business fully compliant.
How to Manage and Monitor Your Limit
You can check your current monthly usage at any time directly from the top banner of your SoTrustworthy dashboard or under Settings > Billing.
Here are three best practices for managing your customer allocation:
- Filter Out Ineligible Jobs: If you use Jobber or HubSpot, use tags or status filters so that only completed, paying jobs trigger a review request. Avoid syncing estimate requests, cancelled jobs, or warranty calls.
- Enable Smart Delay: Set a 24- to 48-hour delay after job completion before the initial SMS is sent. This gives technicians time to resolve any unexpected client issues before a request goes out, saving your monthly contact credits for satisfied clients.
- Monitor Seasonal Peak Months: Service businesses like HVAC and landscaping often experience massive summer or seasonal surges. Check your dashboard volume during seasonal transitions so you can adjust your plan tier ahead of busy months.
Next Steps
- Check Your Current Plan Usage: Head to Settings > Billing in your dashboard to view your billing cycle reset date and total requests sent this month.
- Adjust Integration Filters: Review your Jobber or HubSpot trigger settings to ensure you are only sending requests to high-value completed jobs.
- Upgrade Your Plan: If you are nearing your limit and have a heavy workload scheduled, upgrade your tier in one click to avoid queued messages.
Ask every customer for a review—without review gating.
SoTrustworthy sends a compliant, perfectly-timed review request to every customer after the job — no filtering, no gating, just more honest 5-star reviews on Google.
