Billing & Credits

Deck uses a credit-based billing system where AI processing operations (like interview synthesis, feedback analysis, and NPS detection) consume credits from your monthly allocation.

Understanding Credits

What are Credits?

Credits are the currency for AI processing in Deck. Each AI operation consumes a specific amount of credits based on complexity:

• Interview Synthesis: Processes transcripts and extracts themes
• Feedback Analysis: Analyzes customer service tickets and feedback
• NPS/PMF/CSAT Detection: Identifies sentiment in customer communications
• Survey Processing: Synthesizes survey responses
• Company Research: Enriches organizations with external data

Credit Types

Your total available credits come from three sources:

1. Base Credits: Monthly allocation included with your plan (resets each billing cycle)
2. Rollover Credits: Unused credits from the previous month (expire after 30 days)
3. Overage Credits: Additional credits purchased when you exceed your base allocation (if overage is enabled)

Viewing Your Credit Balance

Navigate to Settings → Billing to see your credit dashboard:

Current Month Tab

• Credit Usage Card: Visual breakdown of total credits, used credits, and remaining balance
• Credit Breakdown: Detailed view of base, rollover, and overage credits
• Overage Settings: Enable or disable pay-as-you-go overage charges

Analytics Tab

• Usage by User: See which team members are consuming credits
• Usage by Pipeline: Understand which AI operations use the most credits

Manage Tab

• Transaction History: Detailed log of all credit allocations and consumption
• Manage Billing: Update your payment method or subscription in Stripe

Credit Warnings & Blocked State

Low Credit Warning

When your credits fall below 20% of your monthly allocation, you'll see a warning banner at the top of the app:

• Yellow Alert: Less than 20% remaining
• Red Alert: Less than 10% remaining

Blocked State

If you exhaust all available credits and overage is disabled, your organization will enter a blocked state:

• ❌ AI processing is paused (interviews, feedback analysis, etc.)
• ✅ You can still view existing data and insights
• 📧 You'll receive email notifications about the blocked state

To unblock:

1. Enable overage charges in Settings → Billing → Overage Settings, or
2. Wait for your billing period to renew and receive new base credits

Pricing Tiers & Feature Limits

Deck offers three pricing tiers with different credit allocations and feature limits:

FREE Tier

• 200 credits/month
• 2 integrations maximum
• 1 Slack feedback channel
• Basic features only

STARTER Tier

• 1,000 credits/month
• 5 integrations maximum
• 3 Slack feedback channels
• NPS/PMF/CSAT surveys enabled
• Passkey authentication

BUSINESS Tier

• 5,000 credits/month
• Unlimited integrations
• 10 Slack feedback channels
• CRM integration enabled
• NPS/PMF/CSAT surveys enabled
• Passkey authentication
• SAML/SSO support

ENTERPRISE Tier

• Custom credit allocation
• Unlimited integrations
• Unlimited Slack feedback channels
• All features enabled
• Dedicated support

Feature Limit Enforcement

When you reach a feature limit for your tier:

Integration Limits

If you've reached your maximum integrations, you'll see an error when trying to add a new integration. To add more:

1. Remove an existing integration to free up a slot, or
2. Upgrade to a higher tier

Slack Channel Limits

If you've reached your Slack channel limit, you cannot add more channels. To add more:

1. Remove an existing channel, or
2. Upgrade to a higher tier

Tier-Gated Features

Some features are only available on specific tiers:

• CRM Integration: BUSINESS tier and above
• NPS/PMF/CSAT Surveys: STARTER tier and above
• SAML/SSO: BUSINESS tier and above

If you try to access these features on a lower tier, you'll see an upgrade prompt.

Grandfathering on Downgrades

If you downgrade your plan, your existing resources remain active:

• Example: You have 8 integrations on BUSINESS and downgrade to STARTER (5 max)
  • Your 8 integrations stay connected and functional
  • You cannot add new integrations until you're under the limit (5 or fewer)

This grandfathering policy prevents disruption to your existing workflows.

Overage Charges

How Overage Works

If you enable overage charges in your billing settings:

1. When you exhaust your base + rollover credits, Deck automatically purchases overage credits
2. You're charged per credit consumed beyond your allocation
3. Overage charges appear on your next Stripe invoice

Enabling Overage from a Warning Banner

When your credits are exhausted or nearly depleted, a warning banner appears at the top of the app. Clicking Enable Overages in that banner opens a confirmation dialog before making any changes. Review the dialog and click Enable Overages to confirm, or Cancel to dismiss without enabling.

Overage Rates

Overage rates vary by tier (check your billing dashboard for exact pricing):

• STARTER: ~$0.01 per credit
• BUSINESS: ~$0.008 per credit
• ENTERPRISE: Custom pricing

Spending Limits

You can optionally set a maximum overage spending limit:

1. Go to Settings → Billing → Overage Settings
2. Enable overage charges
3. Set a monthly spending cap (e.g., $100)

When you hit the spending cap, your organization will enter a blocked state until the next billing cycle.

Frequently Asked Questions

When do credits reset?

Credits reset at the start of each billing cycle, which aligns with your Stripe subscription renewal date.

What happens to unused credits?

Unused base credits roll over to the next month and expire after 30 days. For example:

• Month 1: 1,000 credits allocated, 800 used → 200 rollover
• Month 2: 1,000 new credits + 200 rollover = 1,200 total available
• Month 3: If you didn't use the rollover credits in Month 2, they expire

Can I purchase additional credits without overage?

Currently, additional credits can only be purchased via overage charges. Contact support if you need a bulk credit package.

How do I upgrade or downgrade my plan?

Contact support or manage your subscription directly in the Stripe customer portal:

Settings → Billing → Manage Tab → Manage Billing

What if I run out of credits mid-analysis?

Deck checks your credit balance before starting any AI processing job. If you have no credits available when you submit a file or request:

• You'll see an immediate error: "Credit limit exceeded. Enable overages or wait for next billing period."
• No processing starts, so you're not charged for a failed job
• Enable overage charges or wait for your billing cycle to renew, then resubmit

Need Help?

Contact support at support@getdeck.io or through the in-app chat for billing assistance.