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Overview

This guide explains why your OneSignal app or organization may be disabled and how to resolve these issues. 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.
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