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 Analytics: Identifies and analyzes Net Promoter Score feedback 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:

Base Credits: Monthly allocation included with your plan (resets each billing cycle)
Rollover Credits: Unused credits from the previous month (expire after 60 days)
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

When overage is disabled, Deck keeps a portion of your total credits available for activation work that helps your workspace become useful after data is added. This includes feedback synthesis, theme synthesis, NPS weekly synthesis, and initiative generation.

Large background or import jobs may be paused or partially queued before all credits are exhausted so those activation workflows can still run. If you enable overages, Deck can continue processing beyond your included credits according to your overage settings.

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:

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

Pricing Tiers & Feature Limits

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

FREE Tier

200 credits/month
1 integration maximum
Unlimited Slack feedback channels
Passkey authentication
Basic features only

STARTER Tier

2,500 credits/month
5 integrations maximum
Unlimited Slack feedback channels
NPS Analytics enabled
Passkey authentication

BUSINESS Tier

7,500 credits/month
Unlimited integrations
Unlimited Slack feedback channels
CRM integration enabled
NPS Analytics enabled
Passkey authentication
SAML/SSO support

ENTERPRISE Tier

20,000 credits/month or a custom contracted credit allocation
Unlimited integrations
Unlimited Slack feedback channels
All features enabled
Dedicated support

Database Hosting

Free organizations use shared regional infrastructure. Starter annual and Business organizations that are still on shared storage are moved to dedicated database hosting automatically during regional maintenance windows after the plan is active. No action is required from your team, and existing data remains available during the migration.

Enterprise database hosting is handled through your contract and account team.

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:

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

Slack Channel Limits

Slack feedback channels are unlimited on every plan. You still need an active Slack integration and the right workspace permissions to connect channels.

Tier-Gated Features

Some features are only available on specific tiers:

CRM Integration: BUSINESS tier and above
Intercom and Zendesk integrations: BUSINESS tier and above
NPS Analytics: 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:

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

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 can only be enabled on paid plans. When an admin confirms, Deck first updates the Stripe subscription so it can track metered overage usage. If Stripe cannot be updated, overage stays disabled and no policy change is applied to your workspace.

Overage Rates

Overage rates vary by tier:

STARTER: $0.05 per credit
BUSINESS: $0.04 per credit
ENTERPRISE: $0.03 per credit, unless your contract specifies custom pricing

Spending Limits

You can optionally set a maximum overage spending limit:

Go to Settings → Billing → Overage Settings
Enable overage charges
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 60 days. For example:

Month 1: 2,500 credits allocated, 2,000 used → 500 rollover
Month 2: 2,500 new credits + 500 rollover = 3,000 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?

Go to Settings → Billing and compare plans from the pricing modal. Admins can choose monthly or annual billing, start an upgrade from Deck, or use the billing management flow for supported downgrades and subscription changes. Free-to-paid changes open Stripe Checkout; changes from an existing paid plan open a Stripe-hosted confirmation flow for your current subscription.

If an open beta discount is active, Deck applies it automatically during checkout. Otherwise, Stripe checkout allows manual promotion code entry.

The pricing modal also includes an Ask Your Agent About Pricing prompt. You can copy it into your AI assistant when you want help comparing Deck plans against your current usage.

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

For large CSV uploads, Deck may process the rows that fit within your current budget and mark the remaining rows as waiting for credits. Those rows are not discarded.

Cancelling Your Subscription

You can cancel your STARTER or BUSINESS subscription directly from the Deck billing page — no need to go through Stripe.

How Cancellation Works

Deck uses end-of-period cancellation: your plan stays active until the end of your current billing period, and you will not be charged again after that.

Go to Settings → Billing → Manage Tab
Find the Cancel Subscription card
Click Cancel Subscription to open the cancellation dialog
Review the features you will lose when the plan ends
If a lower-cost plan is available, you can choose to downgrade instead of cancelling
Select a cancellation reason (optional but appreciated)
Click Confirm Cancellation — your subscription will be scheduled to end on your next billing date

What Happens After You Cancel

Your plan remains fully active until the end of the current billing period
You will see a Cancellation Scheduled notice in your billing settings showing the exact end date
After the period ends, your account moves to the FREE tier

Reactivating a Cancelled Subscription

Changed your mind? You can reactivate at any time before the cancellation date:

Go to Settings → Billing → Manage Tab
Find the Subscription Cancellation card showing your scheduled end date
Click Keep Subscription to reactivate immediately

Your subscription will continue normally and you will not lose any access.

Which Plans Can Be Cancelled

In-app cancellation is available for STARTER and BUSINESS plans. FREE plans have no subscription to cancel. ENTERPRISE plans — please contact your account manager.

Need Help?

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

Billing & Credits

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