🚨 URGENT: Paid Business Plan Blocked - 15k Comments Stalled. Ticket #525784

This isn't a bug an admin can refresh, and knowing that now will stop you losing more time waiting on engineering.

Since ManyChat moved to Active Contacts billing, the counter counts everyone who interacted with you during the current cycle, and deleting them does not lower it. A deleted contact still counts as active until the cycle ends. The counter can't be reset by hand and only zeroes at the start of your next billing cycle. So the 7,500 being "stuck" is  the system working as designed, not a glitch.

What actually happened: your viral Reel pushed you past your Business plan's Active Contacts limit, so once you hit your overage threshold, automations keep running only for contacts already active this cycle. New commenters past that line stop getting the DM. That's your real block.

The only thing that resumes it right now is raising your Active Contacts limit / overage threshold in billing, high enough to cover the 15k wave. Do that and automations pick back up immediately. And stop deleting contacts, it won't lower the number this cycle and ManyChat advises against it.

If you'd rather not raise the cap, the counter only clears at your next billing cycle, which is too slow to catch a live viral moment. So for riding this wave, bumping the limit is really the only lever.

​@SumGenius 

Thank you so much for your reply.

I will upgrade, but based on the growth we're seeing, I believe we'll need more than the next tier of 25,000 Active Contacts.

What happens if we exceed 25,000 Active Contacts? Is there a higher plan, or do we need to move to an Enterprise plan?

I'd like to understand the best long term solution for a business that's generating a high volume of comments through viral content.

Good news on the long-term side: Advanced ($199/mo, or $139 billed annually) is the top tier and includes 25,000. You don't have to jump to a separate Enterprise plan past that, you stay on Advanced and just pay overage per extra active contact, and Advanced has by far the cheapest rate, $0.004 each per month ($0.0028 if you're annual). So even at, say, 100k active contacts in a viral month, that's 75k over × $0.004, about $300 on top of the base. The per-contact cost stays low at scale.

The thing to actually plan around isn't the cost, it's the mechanic that bit you this week: the count can't drop mid-cycle and automations pause at your threshold, so a viral spike has to be sized for in advance. That's the part worth strategizing. I shot you a DM with a couple thoughts on structuring for the spikes specifically.