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 cause is that the AI requests have run out or the subscription is inactive, in which case the dashboard shows a warning. Less often, an operator has taken over the conversation and AI is turned off, or the channel has disconnected. Each cause takes about a minute to check, 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, for as long as the free plan's requests last. Once they run out, the chat tells the customer that a 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: in Chats, the conversation 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 there is a failure, reconnect the channel.
If that didn't work, write to support@binomai.com with the email address of your account, a description of the step where the error occurred, and a screenshot of the message.
Other common 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 are described 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 when an operator is called. How to set up notifications.
Next steps
Updated on 19.10.26
If Binom has stopped replying to customers, the most common cause is that the AI requests have run out or the subscription is inactive, in which case the dashboard shows a warning. Less often, an operator has taken over the conversation and AI is turned off, or the channel has disconnected. Each cause takes about a minute to check, 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 the features: all AI responses are currently blocked."
What to do: click the "Renew your subscription" link or open Subscription and pay for your plan – how to change or extend your plan.
How to tell it's resolved: the plan status shows "Active", and Binom responds again in a new conversation.
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 resolved: the balance is above zero and Binom responds.
3. An operator turned off AI in a conversation
What you see: in Chats, the conversation has the status "AI blocked".
What to do: click "Return conversation to AI" – how to return a conversation to AI.
4. A channel has disconnected
If Binom is silent in only one messenger, open Integrations and check the tab for that channel: if there's a failure, reconnect it.
If that doesn't work, write to support@binomai.com with the email of your account, a description of the step where the error occurred, and a screenshot of the message.
Other common questions
Why isn't the chatbot responding?
Check in order: the subscription, the request balance, the AI status in the conversation, and the channel connection. The steps are above.
What does the customer see when requests run out?
Binom doesn't respond to new messages until the balance is topped up. Turn on notifications so you learn in time when an operator is called: how to set up notifications.
What's next
Updated October 21, 2026
