HelpBilling, payments and refundsLimits & quotas

Limits & quotas

Every limit in one place — what it is, the number, and where to change it. Most limits are yours to tune; the fixed ones are marked. The app always shows the resolved value on the setting itself, so what you read there is the truth for your account.

Owner & Manager 6 min read

Visits and messages

Your package sets how many visits and emails the whole business gets each month. The tracking link and the lobby TV are not counted against anything and never pause. WhatsApp and (once they open) text messages are optional prepaid add-ons with their own packs.

Limit	Value	Where to change it
Visits a month	Free 100 · Core 1,500 · Plus 3,000 · Max 8,000. Shared by all locations.	Billing page — see Billing & packages
Extra visits	500 more visits for US$15 a pack, bought automatically when about 10% of the visits are left. Off for a new business: the owner chooses the monthly limit; there is no default.	Billing page — owner only; see Extra visits
Emails a month	Free 300 · Core 4,500 · Plus 9,000 · Max 24,000. Shared by all locations.	Moves with your package — see The email allowance
WhatsApp messages or text messages	Not part of the package: optional prepaid add-ons on paid packages. A business uses one of the two. Text messages are not open in any country yet.	Nothing to change — what has been sent is shown on the Messaging page
Locations, lines, staff and lobby TVs	Your package sets how many of each the whole business can have; the numbers are in Package limits. The limit only stops you creating more, and nothing is deleted if you move to a smaller package. When you reach it the app says “Your package allows up to … Choose a bigger package in Billing.” On the biggest package it says “…, the most turnda offers.”	Billing page — owner only; see Package limits
Tracking link & lobby TV	Not counted against any limit and always free — the link keeps working for as long as the visit is open	—

What happens over a limit? Out of visits: new joins pause when the location's trading night ends (normally midnight), and everyone already waiting is still served — see When you reach the limit. Out of emails: emails are not sent, but WhatsApp (if you use it), the tracking link and the lobby TV carry on. Nobody is dropped from the line.

Too many attempts

Some actions are throttled to protect the venue's own connection and any staff sign-in from being hammered.

Too many attempts in a short window says so plainly: “A lot of requests are coming from this internet connection right now. Wait a minute, then try again.”

It clears itself after a short wait — there is nothing to reset and no support ticket needed. Try again a little later and it works as normal.

How long a visit stays open

A visit is not kept open forever. This matters because the tracking link follows the visit — while the visit is open the link is live, and once the visit closes the link says so.

Situation	Closed after	Where to change it
Nothing at all has happened on the visit — nobody called it, moved it, or updated it	24 hours of no activity. It is closed out automatically and marked as abandoned.	Fixed — not a setting
The line has closed for the day and the visitor is still waiting	30 minutes after the line closed (or after the last thing staff did on it) — but only when nobody is still being served. Closed as abandoned. A line with no opening hours counts its day as ending at the shop's midnight; the 24 hours above still apply as a last safety net.	Line settings → Serving order, “Close leftover visitors after closing” (10–360 minutes; it cannot be switched off)
Somebody was called, and nobody pressed Complete or No-show	120 minutes after the call. The visit is closed as “not recorded” and the counter is freed.	Line settings → Serving order, “Close a forgotten visitor after” (15–720 minutes; it cannot be switched off)
Somebody was put on hold and nobody came back	240 minutes after they were put on hold.	Line settings → Serving order, “Close a visitor left on hold after” (15–1440 minutes, or blank for never)
A visit that is still called, being served or on hold after 72 hours	Not closed — it stays where a member of staff can finish it — but its personal details start their deletion clock.	Fixed — not a setting

This does not shorten a normal wait. The clock counts time with nothing happening at all on that visit — no call, no move, no update. A line that is running resets it every time it moves, so a visitor waiting through a long day is nowhere near it.

What it catches is the visit somebody joined and walked away from — it does not sit in the line forever.

Content & sizes

Limit	Value	Where to change it
Logo file	Up to 256 KB and 2000 px on the longest side — PNG, JPEG, WEBP, GIF or SVG	Settings → Business brand
Stored pictures	Each business can keep only a limited number of pictures and a limited amount of picture space. A picture that nothing uses any more is removed after 30 days. The app tells you the exact limit if you reach it.	Fixed — not a setting
Business name	Up to 120 characters	Settings → Business brand
Running-late banner	Up to 280 characters	Line settings → Visitor page & privacy
Integrations	Up to 20 connections per business. The Integrations page shows how many you have used and stops New connection at 20.	Fixed — not a setting
Party size	1–100 people per ticket	Line settings → Capacity & limits (“Largest party size”)
Appointment horizon	1–365 days ahead	Line settings → Appointments
Ticket number letter	One letter (A–Z) before the number, e.g. A012 — or plain numbers	Line settings → Visitor page & privacy; the digit padding is per line, in the same section

The running-late banner is a free one-line message shown on the lobby TV and every tracking link.

How long things are kept

turnda keeps personal data as briefly as it can. The one you control is the retention window — everything else below is platform policy.

What	Kept for	Where to change it
Visitor names & contact details	48 hours after the visit by default — tunable from 1 day to 1 year	Settings → Privacy & retention
Team chat messages	7 days	Fixed
WhatsApp conversation transcripts	30 days	Fixed
Activity log	1 year	Fixed
Account you close yourself	Reversible 7 days, then permanently deleted	Fixed
Screen pairing code	Expires after 15 minutes, and the TV shows a fresh one by itself	Fixed
Backups	Taken nightly. Up to 24 hours of data could be lost if our systems failed badly. Erased data can remain in a backup for about 8 weeks. Every verified nightly backup is also copied automatically, encrypted, to a separate private store at a different supplier.	Fixed
No-show grace	10 minutes by default	Line settings → Appointments
Close a forgotten visitor after	120 minutes by default (tunable 15–720, cannot be switched off)	Line settings → Serving order

Reading a limit in the app beats reading it here. Anything tunable shows its current value right on the setting, echoed from your account — if this page and your app ever disagree, your app is right for you.

Schedule limits

A location can have at most 50 shifts, and you can copy up to 12 weeks at once.