Why Binom stopped replying to customers and how to get replies back: subscription, request balance, AI in the conversation, channel.
If Binom has stopped replying to customers, the most common causes are that the AI requests have run out or the subscription is inactive, and in that case the dashboard shows a warning. Less often, an operator has taken over the conversation and turned AI off, or the channel has disconnected. Each cause can be checked in a minute, and replies resume right after the problem is fixed.
1. Subscription inactive
What you see: "Subscription inactive" – "Your subscription is inactive. Renew your subscription to keep access to features – all AI replies are currently blocked."
What happens: the account switches to the free plan. Messengers, the widget and telephony are disconnected, and only the public page keeps working while the free plan's requests last. Once they run out, the chat will tell the customer that the consultant is currently unavailable to reply.
What to do: follow the "Renew your subscription" link or open Subscription and pay for your plan – how to change or renew your plan.
How to tell it's resolved: the plan status shows "Active", and Binom replies in a new conversation.
2. AI requests have run out
What you see: a "Low balance" warning or a zero balance in Subscription.
What to do: top up your balance – how to top up your request balance.
How to tell it's resolved: the balance is above zero, and Binom replies.
3. Operator turned off AI in the conversation
What you see: the conversation in Chats has the status "AI blocked".
What to do: click "Return conversation to AI" – how to return a conversation to AI.
4. Channel disconnected
If Binom is silent in only one messenger, open Integrations and check that channel's tab: if it has failed, reconnect it.
If that didn't work, write to support@binomai.com with your account email, a description of the step where the error occurred, and a screenshot of the message.
Other frequently asked questions
Why isn't the chatbot replying?
Check in order: the subscription, the request balance, the AI status in the conversation, and the channel connection – the steps above.
What does the customer see when requests have run out?
Binom does not reply to new messages until the balance is topped up. Turn on notifications so you learn in time about an operator call – how to set up notifications.
What's next
Updated on 19.10.26
If Binom has stopped replying to customers, the most common causes are that the AI requests have run out or the subscription is inactive, and in that case the dashboard shows a warning. Less often, an operator has taken over the conversation and turned AI off, or the channel has disconnected. Each cause can be checked in a minute, and replies resume right after the problem is fixed.
1. Subscription inactive
What you see: "Subscription inactive" "Your subscription is inactive. Renew your subscription to keep access to features. All AI replies are currently blocked."
What to do: follow the "Renew subscription" link or open Subscription and pay for your plan. How to change or renew your plan.
How to tell it's fixed: the plan status shows "Active", and Binom replies in a new chat.
2. You've run out of AI requests
What you see: a "Low balance" warning or a zero balance in Subscription.
What to do: top up your balance. How to top up your request balance.
How to tell it's fixed: the balance is above zero and Binom replies.
3. The operator turned off AI in the chat
What you see: in Chats, the chat status shows "AI blocked".
What to do: click "Return chat to AI". How to return a chat to AI.
4. The channel disconnected
If Binom is silent in only one messenger, open Integrations and check the tab for that channel. If there was a failure, reconnect it.
If that didn't work, write to support@binomai.com with your account email, a description of the step where the error occurred, and a screenshot of the message.
Other questions people ask
Why isn't the chatbot replying?
Check in order: the subscription, the request balance, the AI status in the chat, and the channel connection. See the steps above.
What does the customer see when requests run out?
Binom does not reply to new messages until the balance is topped up. Turn on notifications so you learn in time when an operator is requested. How to set up notifications.
What's next
Updated October 21, 2026
