Billing & Usage Problems
If you can't create additional content, use AI, upload a Resource or see the subscription status you expected, the issue may relate to your account's usage or billing state.
Use the checks below to identify the most likely cause.
Check which action is being blocked
Ekphrastic applies different allowances to different capabilities.
The main enforced usage areas are:
Models
AI usage
Storage
Reaching one limit does not necessarily prevent you from using the rest of your workspace.
Start by identifying the action that isn't available.
I can't create another Model
If additional Model creation is blocked, check your current Model usage.
Your account entitlement determines the Model allowance available to you.
When the applicable limit is reached, Ekphrastic prevents additional Model creation.
Existing Models are not automatically deleted when you reach the limit.
Check the usage information displayed within Ekphrastic to review your current usage.
For more information, see Understanding Usage & Limits.
I can't generate a Model with AI
AI generation uses your account's AI allowance.
If you don't have sufficient AI usage available, additional AI generation can be blocked.
This does not mean that your existing Models are unavailable.
Check your current AI usage before attempting generation again.
If AI usage is available but generation itself is failing, see AI Generation Problems.
I can't upload a Resource
Resource uploads use your Storage allowance.
If there isn't enough available Storage for the file you're trying to upload, Ekphrastic prevents the upload.
Remember that Resource uploads have two separate requirements:
The individual file must be within the 300 MB upload limit.
Your account must have sufficient available Storage.
A file can satisfy the 300 MB limit and still be blocked because there isn't enough Storage available.
For more information, see Resource Upload & Processing Problems.
Reaching a limit doesn't delete existing content
Usage limits control specific actions.
Reaching a Model, AI or Storage limit does not automatically delete your:
ROI Models
Resources
Collections
Existing tracked links
Historical Buyer Engagement data
For example, reaching your AI allowance can prevent further AI generation while leaving Models you've already created available.
My usage doesn't look correct
If the usage displayed in your account isn't what you expected, first identify which allowance appears incorrect:
Models
AI usage
Storage
Then consider whether you've recently:
Created or deleted Models
Used AI generation
Uploaded or deleted Resources
Avoid deleting content simply to try to correct the displayed usage unless you genuinely no longer need that content.
If the usage still appears incorrect, contact Ekphrastic support.
I upgraded but my subscription hasn't changed
After completing a subscription checkout, the updated billing information needs to be processed and synchronised with Ekphrastic.
If you've just upgraded:
Confirm that checkout completed successfully.
Return to Ekphrastic.
Allow a short period for the billing update to be processed.
Refresh the relevant account or billing view if required.
Avoid starting another checkout while the previous subscription change may still be processing.
If the updated subscription still doesn't appear, contact Ekphrastic support.
I can't manage my subscription
If you already have a supported self-service subscription, use Manage Subscription to access the available billing-management options.
If the subscription-management option isn't available when you expect it to be, check that the subscription has completed successfully and that your account reflects the updated billing state.
For more information, see Managing Your Subscription.
I want to upgrade to Professional
Professional uses Ekphrastic's self-service subscription journey.
Use the upgrade option displayed within Ekphrastic to begin checkout.
After successful checkout, allow the updated entitlement to be processed before attempting another upgrade.
I want to upgrade to Team
Team does not use the standard self-service Professional checkout journey.
If you're interested in a Team plan, use Contact Us.
Do not attempt to purchase Professional as a way of converting your account into a Team account.
I changed my subscription but still see the old information
Billing changes may not appear within Ekphrastic at exactly the same moment that you complete the action in the billing experience.
If you've recently made a change:
Confirm that the billing action completed.
Return to Ekphrastic.
Allow time for the update to synchronise.
Refresh the relevant view if required.
If the old subscription information continues to appear, contact Ekphrastic support rather than repeating the billing action.
My payment or subscription status looks wrong
Use the current billing information available through the subscription-management experience to review the status of your subscription.
If the billing information and the entitlement displayed within Ekphrastic appear inconsistent, contact support.
When reporting the problem, explain:
What subscription you expected
What Ekphrastic currently shows
Whether you've recently completed checkout or changed the subscription
Any billing or account message displayed
Avoid submitting another payment solely to try to correct a synchronisation problem.
I cancelled my subscription
Cancellation and deletion of your Ekphrastic content are separate actions.
Cancelling a subscription does not mean that your ROI Models, Resources and Collections are immediately deleted.
Review the billing information shown during cancellation to understand the status and timing associated with your subscription change.
For more information, see Managing Your Subscription.
My entire workspace isn't blocked even though I've reached a limit
This can be expected.
Ekphrastic's usage limits apply to specific capabilities rather than automatically disabling the entire workspace.
For example:
Model limit
Creating additional Models
AI limit
Additional AI-powered generation
Storage limit
Uploading additional Resources
Other available functionality and existing content can remain accessible.
Should I delete content to free usage?
Only delete content when you no longer need it.
Deletion can have consequences beyond reducing the amount of content in your workspace.
For example, deleting content can also remove associated:
Tracked links
Session history
Buyer Engagement data
Resources may also have dependencies with Collections or other content that need to be removed before deletion.
If historical information is important, consider carefully whether deletion is appropriate.
Quick checks
Can't create another Model
Model usage
AI generation blocked
AI usage
Resource upload blocked
Storage and 300 MB file limit
Upgrade not showing
Allow billing synchronisation to complete
Can't manage subscription
Check subscription state
Want Professional
Use self-service upgrade
Want Team
Use Contact Us
Usage appears incorrect
Identify the affected allowance before changing content
Existing content still accessible after reaching a limit
Expected — limits affect specific capabilities
Still having problems?
If your usage or subscription still doesn't look correct after completing the relevant checks, contact Ekphrastic support.
Include:
The capability you're trying to use
The usage or subscription information currently displayed
What you expected to happen
Whether you've recently upgraded, cancelled or changed your subscription
Any message displayed by Ekphrastic
For billing issues, do not include full payment card details or other sensitive payment information in a support request.
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