1. Ask the user to open mailbox storage information and record current usage, the displayed allowance and the exact warning.
2. In the administration console, review user storage and, where included, Pooled Storage. Check whether a policy or user restriction is preventing use of otherwise available capacity.
3. Identify large messages and attachments with mail search. Review Sent, archived folders and Trash as well as Inbox.
4. Preserve messages required for ongoing work or the organisation's retention rules before removing anything.
5. Delete only approved material and empty Trash only when the user understands that it removes an immediate recovery route. Alternatively, adjust an authorised allocation or request a suitable upgrade through us.

After usage updates, send a small external test message and a reply. Keep the test separate from a large migration so that new customer mail can be checked clearly. Ask senders to resend messages that were rejected; adding capacity does not necessarily recreate previously bounced mail.

Use controlled file sharing for large working documents, with appropriate recipient permissions, instead of repeatedly emailing revised attachments. Record a storage review point ahead of predictable busy periods.

Allow for the console's reporting refresh and compare the same account and storage category. Mail, WorkDrive and retention storage should not be assumed to share one interchangeable allowance. Give us screenshots of the usage indicators, the affected mailbox and the required capacity, without attaching private messages. An upgrade decision should follow the current ordered plan rather than an old article's quota.

• Finding email precisely with Zoho Mail advanced search
• Sharing files through Zoho WorkDrive on an eligible plan
• Migrating existing messages into Zoho Mail using IMAP
• Comparing storage, users and application limits before an upgrade

• Zoho: Mailbox Quota
• Zoho: Pooled Storage
• Zoho: Manage Subscription