Messages sent from Lumo are subject to two kinds of limits: your Lumo plan's free allowance and your LINE Official Account plan's limit. This article explains how messages are counted and what happens when you reach each limit.
How the two limits differ
Your Lumo plan's free allowance is the limit that affects your Lumo charges, while your LINE Official Account plan's limit is the point at which LINE stops sending.
| Limit | Where it is set | What happens when you exceed it |
|---|---|---|
| Lumo plan's free allowance | Your Lumo plan (Free 200, Starter 5,000, Business 30,000 (35,000 in Thailand), Enterprise 100,000 messages) | On the Free plan, you can no longer send broadcasts or messages from the Inbox. On paid plans, sending continues and the excess is charged as additional messages |
| LINE Official Account plan's limit | The plan you have contracted for your LINE Official Account | LINE stops sending, and broadcasts and Inbox messages from Lumo stop too. You can't send even if you still have Lumo free allowance left |
A broadcast that hits the LINE Official Account plan's limit fails the pre-send check and shows "Needs Review" in the broadcast list. Administrators receive a notification. Once you change your plan or purchase additional messages in LINE Official Account Manager, you can send from the next broadcast onward. The limit resets at the start of each month. When a message from the Inbox is blocked by a limit, a message tells you whether it's the LINE Official Account limit or the Lumo limit. The text you typed is kept.
How messages are counted
Whether a message counts depends on how it is sent, not whether it is automatic or manual. Replies sent in response to a friend's action are excluded; push messages sent from Lumo are counted.
| Example | Counted? |
|---|---|
| Incoming messages, or simply displaying or tapping a Rich Menu | No |
| An immediate Reply to a keyword or Rich Menu action | No |
| A staff message sent from the Lumo inbox | Yes |
| Broadcasts, Segment deliveries, and Auto Send Messages | Yes, when sent as push messages |
| Shopify abandoned-cart reminders or post-purchase follow-ups sent by a Workflow | Yes. Receiving the Shopify event alone does not count |
| LINE messages sent from Klaviyo Flows or HubSpot workflows | Yes. On the Free plan, these sends also stop once the free allowance is used up |
| Customer Agent and automatic responses | Reply messages are excluded. Messages sent as push messages, for example after the reply window expires, are counted |
One send to one person counts as one message, even when it includes several bubbles. Three bubbles sent together to 100 people count as 100 messages. Two separate sends to those 100 people count as 200. Messages sent after a Rich Menu tap follow the same sending-method rule.
Being counted does not immediately mean an extra charge. Messages use the plan's included allowance first; on paid plans, messages beyond that allowance incur additional charges. Lumo and LINE Official Account fees are separate.
Additional messages are calculated from Lumo sends. LINE excludes undelivered messages, such as sends to blocked users. Lumo's billable count is also capped at LINE's count.
Notifications when you approach a limit
When you set a supervisor on the usage screen, you receive an email notification as you approach a limit.
- When you exceed the alert notification limit you set yourself
- When you reach 80%, 100%, 150%, or 200% of your LINE Official Account plan's limit
- When you reach 80% or 100% of your Lumo plan's free allowance
Within the same month, the notification for a given stage arrives only once.
Checking your usage
You can check this month's sent messages for each LINE Official Account under "Settings" > "Usage & Billing".
The number of messages sent is shown in two rows: "LINE Official Account" and "Lumo". The LINE Official Account figure is LINE's count and includes broadcasts from other tools. The Lumo figure is the number of messages sent from Lumo, and additional messages are calculated from this figure. Because the two figures come from different sources, they may differ.
I haven't reached my free allowance, but I can't send
Your LINE Official Account may be in a state where it can't send. Check your plan's limit and payment status in LINE Official Account Manager.
Does sending stop automatically when I exceed the limit on a paid plan?
No. The excess is billed as additional messages the following month. If you want to keep sending in check, set a supervisor so that alert notifications let you notice early.