How I increase my account size limit? We can't access any file we are currently receiving as they are all bigger than 1mb.

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  • Nicole - Community Manager
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    Hi Julia -

    In order to increase the maximum size of attachments, you'll need to upgrade your plan type. If you upgrade to the Team plan, your limit will be 7MB, or on Professional or Enterprise you get up to 20MB.

    At this time, it is not possible to otherwise increase these file size limits, so if you would like to send files that exceed these limits, you will need to use another method. You can choose to host those files on another site and send the customer the hyperlink to the file, or, on the Team plan and above, you can look into using a file sharing app from our Marketplace, such as the Box app which would allow you to share larger files. For more information on attachments in tickets, see the article Adding attachments to ticket comments.

    Your account owner can upgrade your plan through the Admin Center. Here's more information on Viewing and changing plan subscriptions

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  • Andrew J
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    As a workaround suggestion - I've heard mentioned elsewhere that if you view (or maybe download), the original email the attachment is still present.  I haven't tested this though. 

    In the email screen, you can switch to the Source tab, and from there download the source and open it in your email program.

    Let us know if this works.

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