Symptom

Users receive the error message "Expense limit has been reached" when making outbound calls from the Aircall app, making them unable to make a call.

Cause

This error occurs when your company’s call expense limit has been reached. A call expense limit is a pre-set maximum amount you can spend on phone calls, designed to control costs and help you save money. It’s also a security measure put in place to protect your account, prevent fraud, and avoid unexpectedly high charges. For example, in the unlikely event that your account is compromised, this measure ensures that unauthorized users can't generate a large bill by making excessive international calls or engaging in other high-cost activities.

Our system monitors for any unusual calling activity, and when it detects something out of the ordinary, it triggers the expense limit to protect your account.

Solution

If you’re encountering this error, we recommend reaching out to our Customer Success team. 

For plans with fewer than 10 users

Steps:

  1. Go to the Help Centre → “Contact Us”
  2. Select Account management, plan changes & Customer Success consultation.
  3. Choose the option that best describes your request (“What can we help you with?”)

For plans with 10 or more users

If your Aircall plan includes 10 or more users, you have a dedicated Customer Success manager (CSM) assigned to your account.

How to reach your CSM

  • Your CSM is your primary point of contact for all account-related inquiries.
  • You can find their contact details in your welcome email or any follow-up communication from Aircall.
Tip: Search your email inbox for messages from addresses ending in @aircall.io to quickly find your CSM’s contact information.