Agents or users may report getting the error LICENSE_LIMIT_REACHED while attempting to download an attachment from a customer.
The exact message is in JSON format similar to the following:
"message": "This action cannot be performed as the license limit has been reached",
When a customer uploads an attachment on the post with a total size greater than 20MB (20,000,000 bytes), and the agent or user attempts to download and view the attachment file, this message will be displayed.
This is a system limitation where Kayako only allows attachments up to 20MB per post, be it one attachment of up to 20 MB, or multiple attachments having a total size of 20MB. If the limit is reached, the user will see the given error while downloading the attachment.
To resolve this issue, you need to inform your customers that Kayako only allows a total attachment size of up to 20MB per post.
If they are sending files larger then 20MB, they should use cloud storage services such as Google Drive or OneDrive. They can upload their files to any of these cloud storage and share the link instead of sending the files.