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Overview

Read this guide if your OneSignal App or Organization has been disabled, or if you want to understand what triggers disablement, what it affects, and how to restore access. OneSignal disables Apps and Organizations to protect platform stability, enforce billing and compliance requirements, and prevent unintended messaging behavior. This guide explains:
  • How Apps and Organizations become disabled
  • What happens when an App or Organization is disabled
  • How to re-enable an App or Organization
Before continuing, review:
An App holds user and messaging data for a single project, across multiple platforms (web, iOS, Android, email, etc.). An Organization is a container for managing multiple Apps, billing, and team permissions.

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How Apps and Organizations become disabled

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App

An App may be disabled:

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Email channel

An App’s Email channel can be disabled separately from the App itself due to violations of the Acceptable Use Policy, most commonly high bounce and spam complaint rates. When this happens, the App cannot send emails until the channel is re-enabled. Follow the Email reputation best practices guide to resolve the underlying issues, then reach out to support@onesignal.com with details on which steps you followed including screenshots to verify the issue has been resolved.

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Organization

An Organization may be disabled due to: When an Organization is disabled, all Apps within the Organization are disabled, and billing or compliance issues must be resolved first.

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What happens when an App or Organization is disabled

When an App is disabled: Blocked:
  • New messages cannot be sent.
  • In-app messages are paused.
  • Scheduled messages are cancelled.
  • Journeys are stopped and archived.
  • Data cannot be deleted or exported.
Still active:
  • Existing data remains intact within normal retention periods.
  • The SDK continues to collect new and update existing user data.
  • Billing continues if the App is in an enabled Organization on a paid plan.
  • The App can still be deleted or moved to another Organization.
You will continue to be billed for the App if it is within an enabled Organization on a paid plan. To stop billing:
  • Delete the App, or
  • Move it to a Free Organization
Contact support@onesignal.com for assistance.
When an Organization is disabled:
  • All Apps in the Organization are disabled.
  • Messaging, exports, and deletions are blocked.
  • Apps cannot be removed or transferred.
Organization-level disablement is more restrictive than App-level disablement.

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How to re-enable an App or Organization

You must be an App or Organization Admin to re-enable an App and an Organization Admin to re-enable an Organization. See Team members for details.

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Re-enable an App

  • If you manually disabled the App, go back to Settings > Manage App > Disable App and click Re-enable.
  • If the App was disabled due to rate limits, follow the in-dashboard prompt to re-enable it.
  • If the App was disabled for any other reason, contact support@onesignal.com for assistance.

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Re-enable an Email channel

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Re-enable an Organization

  • If the Organization was disabled due to an overdue invoice, pay the invoice and the Organization will be re-enabled.
  • If the Organization was disabled for any other reason, contact support@onesignal.com for assistance.

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FAQ

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Does disabling an App stop billing?

No. Disabled Apps still count toward monthly active user (MAU) billing.

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Does disabling an App stop new users?

No. You must remove the OneSignal SDK to prevent new subscriptions.

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Can I re-enable a disabled App?

Yes, in some cases. App or Organization Admins can re-enable manually disabled Apps and Organizations from the dashboard. Apps or Organizations disabled for policy violations require contacting support.

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How do I know why my App or Organization was disabled?

Check dashboard warnings, recent send activity, and billing status. If you are unsure, contact support with your App ID.

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How do I contact support about a disabled App?

Email support@onesignal.com with your App ID (found in Settings > Keys & IDs). Include a description of the issue and whether the disablement was manual or automatic.

Apps, Organizations, & Accounts

Understand how ownership, billing, and access are structured across apps and organizations.

Manage team members

Invite users, assign roles, and manage access at the app or organization level.

Keys & IDs

Find your App ID, REST API key, and other credentials.

Billing FAQ

Manage plans, billing, and subscriptions across organizations.