HelpSettings & accountLimits & 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 4 min read

Messages

WhatsApp and email are best-effort extras on top of the always-free floor — the tracking link and the lobby TV have no limit and never pause.

Limit	Value	Where to change it
WhatsApp messages	1,000 per location per calendar month — a safety ceiling, not a bundle you buy (WhatsApp updates cost nothing per message)	Fixed — usage shown on the WhatsApp page
WhatsApp during the trial	200 per account, for the whole trial	Fixed — ends when the trial does
Emails	No monthly limit for any location that is open for business — a location on its free trial counts as open, because the card is taken up front. A count only appears on a location you've added but not yet opened	—
Tracking link & lobby TV	Unlimited, always free — the link keeps working for as long as the visit is open	—

What happens over the limit? The message is quietly skipped — nothing errors, nobody is dropped from the line, and every visitor still has their live tracking link and the board. WhatsApp resumes when the month resets.

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
Somebody was called or is being served, and then it went quiet	72 hours. The visit is 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 queue 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
Company name	Up to 120 characters	Settings → Business brand
Running-late banner	Up to 280 characters	Line settings → Visitor page & privacy
Party size	1–100 people per ticket	Line settings → Capacity & limits (“Largest party size”)
Booking horizon	1–365 days ahead	Line settings → Bookings & appointments
Ticket series	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
Account that lapses (trial ends / you stop paying)	Kept 90 days, then deleted	Fixed
Screen pairing code	Expires a few minutes after it's shown	Fixed — show a fresh one from Devices
No-show grace	10 minutes by default	Line settings → Bookings & appointments
Auto-clear a called guest	30 minutes by default (tunable 5–240, or 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.