If your LimeSurvey Cloud site is locked because you reached your response limit, don't worry: your data is safe. Nothing is deleted. The lock only pauses access until your quota resets, you upgrade, or support unlocks you. This article explains what the lock means and what you can do right now.

How response counting works

• Every plan includes a set number of responses per subscription period. The free plan includes 25 responses.
• You can see your current count in the counter in the top bar of your LimeSurvey admin panel.
• The counter applies to your whole account, across all your surveys. A completed response counts as 1; a partial (incomplete) response counts as 0.5.
• Your quota resets on your account's renewal date. You can see your renewal date at account.limesurvey.org → Account details.

What happens when you hit the limit

When you reach your response limit, your Cloud site is locked:

• You cannot access your surveys in the admin panel.
• You cannot view or export the responses you already collected.

How to get unlocked

You have three options:

1. Ask support to unlock you (free, once per period). Contact us through the help center at help.limesurvey.org and tell us your account name or site URL. We can unblock a locked free account once per subscription period as a courtesy. This restores access so you can view and export your data. Note that unblocking grants only a small number of additional responses (for example 5) — it does not reset your quota to the full 25.
2. Upgrade your plan. Go to account.limesurvey.org → Upgrade. Paid plans include more responses per month or year, plus more admin users and storage. Upgrading lifts the lock immediately and automatically — no waiting, no support request needed.
3. Wait for your renewal date. Your quota resets automatically and access returns.

What does NOT help

• Deleting responses does not free up quota. The counter tracks how many responses you have collected in the period, not how many are stored. Deleting data will not unlock your site — it only removes data you may still need.

How to avoid it next time

1. Check the counter in the admin top bar before and during fieldwork, especially if you expect many participants.
2. Estimate your sample size first. If you expect more than 25 responses (for example, for a thesis or research study), the free plan will not be enough.
3. Upgrade before you start collecting, not after. This avoids a lock in the middle of fieldwork, when your participants are most active.