Free accounts can create 3 support tickets in any rolling 7-day period, and Pro and Business accounts can create unlimited tickets. A ticket is a written request sent to the AliasFleet support team from the Support page, and each ticket covers one issue. This guide sets out the limits, what counts as a ticket, and the options at the limit.
An AliasFleet account is required. Tickets are created from the Support page in the app dashboard after sign-in. The limits apply per user account, because each ticket is tied to the account that created it.
What are the support ticket limits?#
The plan on the account sets the limit. Free accounts have a weekly cap, and paid plans have no cap.
| Plan | Tickets per rolling 7 days |
|---|---|
| Free | 3 |
| Pro | Unlimited |
| Business | Unlimited |
The Free limit runs on a rolling 7-day period, not a calendar week. Each ticket counts from the date it was created, so there is no fixed reset day. A new ticket becomes possible once the oldest ticket falls outside the 7-day window.
How does the rolling window work?#
A Free account with tickets created on Monday, Wednesday and Friday has used all 3 tickets. A fourth ticket on Saturday is blocked. The Monday ticket leaves the 7-day window the following Monday, and a new ticket becomes possible at that point. The Wednesday and Friday tickets keep counting until their own 7 days have passed.
These figures match the app. The app stores the limit as a tickets_per_week quota, described as support inquiries submitted per rolling 7-day period. When the Free limit is reached, the new ticket form shows the message "You've used your 3 tickets this week. Upgrade for unlimited tickets or email us at support@aliasfleet.com".
Other plan limits, such as active aliases, custom domains and verified destinations, are listed in Your Plan and Usage Limits.
What counts as a ticket?#
Submitting the ticket form creates one ticket. A ticket covers one issue and holds a subject, a category and a message of at least 20 characters. Files can be attached, and attachments do not use extra allowance.
The form offers six categories:
- Technical Issue: a problem with the app or the forwarding service
- Billing: a payment, invoice or subscription question
- Feature Request: a suggestion for a new feature
- Bug Report: app behaviour that looks wrong
- Account: a sign-in, profile or account access question
- Other: anything that fits none of the categories above
Replies do not use the weekly allowance. Messages added to an existing ticket stay inside that ticket, so a conversation with the support team costs no extra allowance. Only a new ticket submission counts.
A second ticket about the same issue counts as a second ticket. New information belongs in the open ticket, not in a duplicate, so one problem does not use the allowance twice.
How do I create a support ticket?#
- Sign in to the app dashboard.
- Open the Support page. The page lists Open Tickets and Resolved counts, plus a Recent Tickets list.
- Select Create Ticket. The new ticket form opens with the heading "Create Support Ticket".
- Enter a subject. The subject is a short description of the issue, such as "Forwarded mail not arriving at Gmail".
- Pick a category. Select the category that fits the issue best, for example Technical Issue or Billing.
- Write the message. Describe the issue in at least 20 characters. Include the alias address involved, what was expected and what happened instead.
- Attach files if needed. Screenshots or logs can be attached to the ticket. This step is optional.
- Select Create Ticket to submit. The app confirms with the ticket number, such as "Your ticket #1234 has been created successfully", and opens the ticket page.
How do I check how many tickets I have used?#
- Open the Support page. The page shows Open Tickets and Resolved counts at the top.
- Read the Recent Tickets list. The list shows the tickets on the account with their dates.
- Count the tickets dated within the last 7 days. Those are the ones that count toward the Free limit of 3.
The Support page shows counts and dates, not a remaining allowance figure. The number used is the count of tickets from the last 7 days in the Recent Tickets list.
What happens at the limit?#
Submitting a fourth ticket within 7 days on a Free account is blocked. The app shows a "Ticket limit reached" message with the text "You've used your 3 tickets this week. Upgrade for unlimited tickets or email us at support@aliasfleet.com", and no ticket is created. The app returns error code TICKET_LIMIT_REACHED with HTTP status 429.
Three options remain at the limit:
- Wait. A new ticket becomes possible once the oldest ticket falls outside the 7-day window. The count falls on its own; no action is needed.
- Upgrade. Pro and Business have unlimited tickets, so upgrading removes the cap at once. See Upgrading to Pro for that change.
- Email support. The message itself offers support@aliasfleet.com as a contact route when the limit is reached.
How do I get help without using a ticket?#
Most common tasks are covered in the docs, so a ticket is often not needed. The docs hold setup, billing and troubleshooting guides. How email aliases actually work explains the forwarding mechanism behind many delivery questions.
Troubleshooting#
Why does the form show "Ticket limit reached"?#
The account has already created 3 tickets in the last 7 days. Wait until the oldest ticket leaves the window, upgrade to Pro or Business, or email support@aliasfleet.com.
Why will the form not submit?#
The subject and message are both required, and the message must run to at least 20 characters. Fill in both fields, check the message length, then submit again.
Why is a new ticket missing from My Tickets?#
Refresh the My Tickets list. If the ticket is still missing, check that the correct account is signed in, because tickets are tied to the account that created them.
Why can I not reply to a ticket?#
Replies are added from the ticket page, not from the new ticket form. Open the ticket from My Tickets or Recent Tickets and add the message there. A reply does not count against the weekly limit.
Related reading#
Your Plan and Usage Limits lists the other limits on each plan: active aliases, custom domains, verified destinations and bandwidth.
Upgrading to Pro explains the move from Free to Pro, which removes the ticket cap.
How email aliases actually work explains the forwarding mechanism behind most support questions about aliases and delivery.