For a widget you installed yourself, a notice starting with "Elly is asleep." appeared below the answer, and the input box showed "Usage limit reached." In the Cafe24 app, the notice "You've reached the free usage limit, so replies may be cut off." appears. Tokens come in a set monthly amount per account, so once they run out, even new visitors cannot start a chat until the next grant.
How to fix
- In the console, open "Token usage" and check "Tokens left" and the "as of {date}" time of the count. "Plan tokens" are granted again on the next billing date and do not carry over.
- If you can wait until the next billing date, there is nothing else to do. Plan tokens are granted again automatically on the billing date, and the widget opens again.
- If you need a directly installed widget open right away, switch to a higher plan from "Change plan" in "Membership". A directly installed widget has no top-up, so you get more tokens by changing plans. Upgrades apply immediately, and the difference is charged to your registered card. Light includes 600,000 tokens and Premium 5,000,000 tokens per month, and the steps are in Membership and billing.
- In the Cafe24 app, go to Apps > My installed apps > [Manage app] in the Cafe24 admin to open the store dashboard, and pay for a plan on the "Plans & packs" card. Once applied, the tokens on the dashboard are updated. If you are subscribed to a plan, you can buy a token pack on the same card and keep going right away. In the Shopify app, you also buy a token pack from the app dashboard.
- If the limit notice keeps appearing while tokens remain, contact us with your site address, the time it happened, your browser, and screenshots of the "Token usage" screen and the widget notice. The rules for how tokens are deducted are in Tokens and usage.