Disabled Apps & Orgs

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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.

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Common reasons for being disabled

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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.

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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

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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:

1. Review and improve your email practices using How to Lower Email Bounce and Complaint Rates.
2. When ready, contact support@onesignal.com with:
   • Actions taken to reduce bounces/complaints
   • Your email use case(s)
   • Your disabled OneSignal App ID

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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.