Skip to content
  • There are no suggestions because the search field is empty.

What to Do When You Reach Your Monthly Order Download Limit in Webgility Desktop

This article helps Webgility Desktop users in managing monthly order download limits in Webgility Desktop that are based on subscription plans. When these limits are reached, order downloads are blocked to prevent overuse. The article guides on how to verify if a user has exceeded their monthly quota and assists them in purchase top-ups to increase their order download allowance, ensuring smooth order syncing and uninterrupted accounting operations

Overview

This article helps support agents assist customers who hit their monthly order download limits in Webgility, which prevents further order downloads until the limit resets or a top-up is purchased. It explains how to verify limits and guide customers through purchasing additional order credits (top-ups).

Issue Description

When customers exceed their allowed monthly order downloads, they receive an error such as:

“Monthly order download limit exceeded. Please purchase a top-up to continue.”

This means no additional orders can be downloaded or processed until the monthly quota resets or extra downloads are purchased.

Common Symptoms

  • Order downloads or syncs stop mid-process.

  • Error or alert about exceeding monthly order limits.

  • Customers are blocked from downloading new orders.

Resolution Steps

1. Confirm the Order Limit Has Been Exceeded

  • Access the customer’s Webgility account (Desktop or Online, depending on their setup).

  • Check their subscription details and usage stats (usually available under Account Settings > Billing & Usage or similar).

  • Verify the monthly order limit and the number of orders already downloaded.

  • Confirm that the limit has been reached and a top-up is necessary.

2. Guide Customer to Purchase a Top-Up

  • Direct the customer to their Billing or Account section within Webgility.

  • Instruct them to select the option to purchase a top-up for additional order downloads.

  • Explain the pricing (for example, 500 extra orders for $10) and that top-ups add to their monthly allowance immediately or within a short processing time.

3. Complete the Purchase

  • Ensure the customer completes the payment through the Webgility billing portal or their account management interface.

  • After purchase, verify the customer’s order quota has been increased.

4. Retry Order Downloads

  • Ask the customer to attempt downloading or syncing orders again.

  • Confirm that order downloads proceed without errors related to limits.