Disabled Apps & Orgs
Understand the reasons why your OneSignal app or organization might be disabled, and how to resolve issues such as API rate limits, overdue invoices, or email violations.
Overview
This guide explains why your OneSignal app or organization may be disabled and how to resolve these issues.
- To manually disable your app, see Disabling your OneSignal App.
- To downgrade your organization to a free plan, refer to the Billing FAQ.
When an app is disabled:
- You cannot send messages, delete data, or export data.
When an organization is disabled:
- All apps within the organization are also disabled.
- Apps cannot be removed from the organization.
Common reasons for being disabled
API rate limits
OneSignal enforces generous API rate limits to ensure responsible messaging practices. A key restriction is:
You cannot send more than 10x your subscriber count in messages within a 15-minute window.
Example:
If you have 1,000 subscribers, you may send up to 10,000 messages within 15 minutes.
What happens:
If this threshold is exceeded:
- Your app will be automatically disabled.
- You can re-enable it in the dashboard.
If you repeatedly exceed this limit, contact support@onesignal.com with justification for needing a higher limit.
See our Rate Limits guide for more details.
Overdue invoice
If you’re on a paid plan and fail to:
- Cancel your plan,
- Or pay an outstanding invoice,
Your app will be disabled two weeks after the invoice date.
Resolution:
- Make the outstanding payment to restore access.
- If you can’t access billing, contact your organization admin or email support@onesignal.com.
More info: Billing FAQ
Email violations
Your app may be disabled for email sends if you violate the Acceptable Use Policy, especially by:
- Generating excessive bounce rates
- Causing high user complaint rates
Next steps:
- Review and improve your email practices using How to Lower Email Bounce and Complaint Rates.
- When ready, contact support@onesignal.com with:
- Actions taken to reduce bounces/complaints
- Your email use case(s)
- Your disabled OneSignal App ID
Where to go next
If you’re unsure why your app or organization was disabled or need further help, email support@onesignal.com with:
- A detailed explanation of what happened prior to the disablement
- The OneSignal App ID, found under Keys & IDs
We’ll assist you as soon as possible.