Hi Pickaxe team, please help!
I’m facing a critical issue with usage guest limits. My studies/agents are set to Unlimited, yet interactions are being blocked after just a few attempts—and in some cases, even at zero (no interaction allowed at all). This affects all my studies and agents, and paying customers are unable to use the service as promised.
What’s happening
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Settings show ∞ (Unlimited), but usage is blocked after a couple of interactions or immediately (0 interactions).
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Occurs across all studies/agents.
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I’m embedding via iframe.
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Reproduced on mobile and desktop/web (not a cache issue).
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As shown in the attached screenshot, the agent is set to Unlimited and shows only 2 uses, yet further usage is already blocked.
What I’ve tried
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Multiple deployments/versions.
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With and without email verification.
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Different browsers/devices; republish + hard refresh/cleared cache.
Business impact
This is production-blocking. Paying customers who purchased unlimited access cannot use the product.
Requests
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Please confirm whether there’s a default cap being applied to public iframe embeds or a regression affecting Unlimited usage, and provide a hotfix or the exact steps/flags to remove the block at the account/project level Please!!
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Product request: Enable configurable usage limits greater than 99, ideally allowing values up to at least 1,000 (and truly Unlimited). This is essential for our production workloads and SLAs.
Attachments
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Screenshot of Access & Limits showing Unlimited selected.
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Screenshot of the “limit reached”/blocking message.
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Iframe embed snippet used on our site.
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Timestamps and agent/deployment IDs for reproduction.
Thanks in advance—this is directly impacting customers in production and requires urgent attention.
Best regards,
María José Moreno
example: Max
In the second pic, you would see 5 credits, and in the embe version do not allow me more than 2.
