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Unexpected automation limits on Premium - Multiple Trello accounts by mistake?

Ioana Weber

Hi everyone, I suddenly ran into automation run limits, even though the board I am using them on is in a Premium workspace. I noticed now that, in the "Select a different product to ask about", I see two buttons for Trello. One opens this Details field with the Product Plan underneath set to Premium, one with the Product Plan set to Free. Is it possible that I somehow by accident have two Trello accounts under the same Atlassian email address? That might be an explanation as to why I ran into the automation limits...

In spite of that, the workspace that the board I'm automating is in does show up as Premium inside of Trello as well, for example, when I go to Billing. I also don't have issues with any other Premium features, such as Custom Fields or using several power-ups.

I should also add that, when I open the Automation panel on that board I'm automating, I see the error message that the limit has been reached. If, from that message, I open the account settings, it tells me under "Workspace activity" that I'm on a legacy account called Silver Platter. When I scroll down, I see an endlessly rolling circle in the Payment field with the message "Loading payment information".

Naturally, I tried logging in and out, on different devices, but it doesn't seem to do anything.

Does anyone have any clue about what might be happening here?

Accepted answers

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DiMaggio Tucci

To be clear, Trello Premium does have automation limits. Make sure you're not hitting those.

That being said, what you're describing regarding "Silver Platter" is strange unless you have a legacy account. That plan doesn't exist anymore. Perhaps you haven't actually hit the limits for Premium but for whatever legacy plan it says you're on. If you don't actually have an old plan, this sounds like a technical glitch.

Just FYI, it is showing you have "Premium" on this community page.

Double accounts is a possibility too.

I would recommend contacting Atlassian. Make sure you select an option that doesn't just take you right back to the community. I believe selecting "Technical Issues and Bugs" will allow you to create a ticket.

Ioana Weber

Thank you for your answer and the clarification on Premium limits! I have decidedly not hit the Premium limits of 150,000 operations - the automation menu that pops up when I click in the automation error message says the limits are those of a free plan: initial automation menu.jpg

The odd thing is that, once I close this menu, I see a different automation menu:

automation menu after closing initial menu.jpg

Lower in this menu, there is a point regarding payment information that seems stuck - the 'Loading payment information" item never changes from a rolling circle.

payment info.jpg

Before I posted here, I had tried to get through to Atlassian support exactly as you suggested, choosing the Technical issue or bug in the drop-down menu. However, Trello does not appear as a product in this menu at all:

trello not appearing in support options.jpg

Since I don't have a paid plan for Jira of Confluence, I only get the option for self-support regardless of which of the two I choose (which makes sense in and for itself):

no paid support options.jpg

But Trello does show up on my account page both under Apps and in the product settings:

trello appearing in product settings menu.jpg

I therefore think that it may be some kind of issue relating to how my account is set up, but I don't know what exactly it could be. And I also don't know how to get through to the support - if I try to access it from my Premium workspace, I get rerouted to the exact same support page I am showing above. So I'm rather stuck.

DiMaggio Tucci

I'm grabbing an Atlassian employee to look at this, but did you try searching for Trello in the search bar that appears there? That's what I've had to do before in order to see it. That being said, it's also possible that's not your issue, and an Atlassian employee will review this post soon.

DiMaggio Tucci

@Ioana Weber

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