Account blocked – apps not loading after reducing users below 10 limit (PII Removed by Staff)

AppSheet AppSheet Q&A
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1

Hi AppSheet Support Team,

I am writing to request urgent assistance with my account, which has been blocked and all my apps are currently inaccessible.

My AppSheet Account ID: (PII Removed by Staff)

-– CURRENT SITUATION —

All my apps are showing the following error:
“App did not load successfully. Unable to fetch app definition. Your app is blocked because a plan update is needed.”

This affects all apps under my account:

  • (PII Removed by Staff)

  • (PII Removed by Staff)

  • (PII Removed by Staff)

  • (PII Removed by Staff)

  • (PII Removed by Staff)

  • (PII Removed by Staff)

  • (PII Removed by Staff)

-– WHAT HAPPENED —

I accidentally added one extra user to one of my apps, momentarily exceeding the 10-user limit. The app did not warn me at the time of adding the user. The following day, I received an email notification about the limit being exceeded. I immediately deleted the extra user plus one additional user to stay safely within the limit. A few days later I received a second warning email, and approximately one week after that, my entire account was blocked.

-– CURRENT USER STATUS —

I have already reduced my total user count and I am now at or below 10 users. However, the system still appears to count some recently deleted users, and the block has not been lifted. I believe the user counter has not refreshed after the deletions.

-– A SPECIFIC POINT I WOULD LIKE TO RAISE —

I would like to respectfully ask whether there is any consideration for cases like mine, where the total unique user count across all apps slightly exceeds 10, but NO single individual app has more than 10 users. Each of my apps individually is within the prototype limit. The users are distributed across different apps and do not all use every app — they each access only the specific apps relevant to their role. I understand the policy counts unique users across all apps in the account, but I wanted to raise this point in case there is any flexibility or alternative arrangement possible.

-– WHAT I AM REQUESTING —

  1. Please reset or refresh the user count on my account so that deleted users are no longer counted.

  2. Please unblock my account and restore access to all my apps.

  3. Any guidance on how to remain within the free prototype limits going forward would be greatly appreciated.

I am not in a position to upgrade to a paid plan at this time. These apps are used for agricultural field operations and the disruption is significantly affecting daily work.

Thank you very much for your time and support.

Best regards,
(PII Removed by Staff)
Account ID: (PII Removed by Staff)

4

Hello @Operativo_Procolhass,

Welcome to the AppSheet Community! I can certainly help but it is important to mention a couple of things:

  1. I invite you to review the Community Guidelines. In this post you shared a lot of Personal Identifiable Information (PII), the system has detected the same and thus we removed it and then republished your post.
  2. The amount of monthly users for free users cannot be modified. The system runs a resets the count on the day the account was created, in this case the 2nd of the month.
  3. I will apply a workaround but I can only perform this action for a limited number of times.

Please do consider purchasing a subscription, there are plans as low as 5 USD a month/user and it gives you access to further services.

5

If your business relies on AppSheet, your business should pay for it.

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Thank you!!