Billing & payments FAQ
Answers to the questions we hear most often about plans, credits, billing, and payments. For a shorter overview of how usage works, see Plans & usage.
Prices change independently of this documentation. For what each plan costs today, see the pricing page or the plan picker under Organization settings → Billing in the app.
Plans & getting started
What plans do you offer, and how do they differ?
There are three self-serve plans — Basic, Standard, and Professional — plus a custom Enterprise option for larger organizations, which is sales-led.
Every plan includes the full core product: AI chat, skill and competency analysis, framework building, document upload and analysis, workflow building and automation, and exports. Plans differ in three ways:
- Team size — Basic includes a single seat, Standard supports up to 20 people, Professional up to 50, and Enterprise is custom.
- Credits — each user brings credits to the team every billing cycle: 8,000 on Basic, 15,000 on Standard, 25,000 on Professional.
- Advanced features — team and organization management, resource sharing, activities, connectors, workflow scheduling, and more come with the paid team plans.
Is there a free trial?
Yes, and you don't need a credit card to start. Every new account begins with 500 free credits so you can explore chat, analysis, workflows, and framework building at your own pace. These starter credits are a one-time gift: they don't expire on a timer, but they don't refill either.
Your free credits cover the core product. The Advanced features listed above come with a paid plan rather than free credits.
What are credits, and what uses them?
Credits are how usage works. AI-powered actions — chat conversations, workflow runs, document analysis, and similar tasks — each use a number of credits, with bigger jobs using more than smaller ones. Searching the web or your uploaded files while answering counts too, since that work runs as part of the reply. Your team shares one credit balance, and you can see it at any time in the app. There are never surprise overage charges: your subscription price is your price.
As a rough guide, a typical workflow run uses about 100 credits. What a given run actually costs depends on how much content it processes, how many steps it has, the size of the documents involved, and how complex the task is.
Do unused credits roll over to the next month?
Plan credits don't roll over. On your renewal date — the anniversary of the day you subscribed, not the first of the month — your team's balance refreshes to its full amount: your plan's credits per user, times the number of users. Think of it as a fresh tank each cycle rather than a piggy bank.
One exception: any bonus or promotional credits added to your account stay across cycles, and are used before your plan credits.
What happens if we run out of credits?
When the balance reaches zero, new AI-powered actions wait rather than run, so your spending never gets ahead of your plan. You'll see a prompt in the app with three ways to keep going: buy a credit top-up, move to a plan with more credits, or wait for your balance to refresh on your renewal date.
Your balance never goes below zero, on any plan — there's no overdraft to settle and nothing to owe. Anything that was already in progress when the credits ran out is on us.
Here's what happens to work that's already running:
- A chat reply being generated stops and tells you it's waiting on credits. The conversation stays exactly where it is, ready to pick up.
- A multi-step workflow finishes the step it's on and pauses there. Every completed step is saved — the run is listed as incomplete with a note that credits ran out, and you can run it again once you have credits.
- A document being analysed in the background stops before it finishes and says so on the file. Run it again once you're topped up.
Everything you've built stays fully accessible the whole time.
Can we buy extra credits without upgrading?
Yes. Admins can buy a one-time credit top-up — $50 for 10,000 credits — from Organization settings → Billing. It's a single charge, not a change to your subscription, so it's a good fit for a busy month that doesn't justify a bigger plan.
Top-up credits behave a little differently from plan credits, both in your favour:
- They're spent first, before the credits included with your plan.
- They don't expire at your renewal date — anything you haven't used carries into the next cycle.
If a top-up is ever refunded, the credits are returned in proportion to the amount refunded.
Who on my team can see our credit usage?
Everyone. Because credits are shared, every member can see the team's current balance in the app — no guessing why the balance moved. Admins additionally get a per-person usage breakdown, which makes it easy to see where credits are going. You'll also get in-app heads-ups as your team passes 50%, 80%, and 100% of the cycle's credits.
Billing & charges
When and how am I charged?
Your first charge happens the moment you subscribe, and your billing cycle starts that day. After that, we automatically charge the card on file at the start of each cycle. If you make mid-cycle changes — upgrading your plan or adding a teammate — we charge a prorated amount for just the remainder of the current cycle, and the app always shows you that amount before you confirm.
Can I pay annually?
Where annual billing is offered, you can choose it in the plan picker. Annual plans are shown as their monthly-equivalent price per seat, with the full yearly amount per seat underneath, and are charged once a year.
Monthly and annual are separate subscriptions, so moving between them isn't an in-place switch: cancel your current plan, let the period you've paid for run out, then subscribe on the other cycle. The plan picker shows your renewal date so you know when that is. You keep everything until then, and if you change your mind you can resume before the period ends.
How is my bill calculated?
Simple math: number of users × your plan's per-user price. There are no usage-based charges, no overage fees, and no hidden extras — credits are included with each seat, so your bill only changes when you change plans or change your team size.
Prices exclude tax. Where tax applies to your organization (GST, for example) it's added at checkout and shown before you confirm.
What payment methods and currencies do you accept?
We accept all major credit and debit cards — Visa, Mastercard, American Express, Discover, Diners Club, JCB, and UnionPay. Payments are processed securely by Stripe, a PCI-certified payment provider; your card details never touch our servers. Billing is in US dollars. If your organization needs invoice-based billing, talk to us about an Enterprise plan.
Where can I find my invoices and receipts?
Every payment generates an invoice and a receipt automatically. Your full billing history is under Organization settings → Billing, with links to view or download each invoice and receipt as a PDF. You can also open Manage Subscription to browse your complete history in the secure Stripe billing portal.
Upgrading & downgrading
How do I upgrade, and when does it take effect?
Upgrades are instant. Choose the new plan in the app, confirm, and the higher plan's features unlock immediately. You're charged the prorated difference between plans for the days left in your current cycle, so you never pay twice for the same period, and your billing date stays the same.
That difference goes straight to the card you already have on file — there's no separate checkout to complete. The app shows you the exact amount before you confirm. If the charge doesn't go through, you simply stay on your current plan with your current credits until it clears, and we'll prompt you to update your card.
Do I get more credits right away when I upgrade?
Yes — as soon as the upgrade charge goes through, we add the difference between the two plans' allowances, for every active user. Credits follow what you pay: you're charged the difference between the plans, so you receive the difference in credits.
For example, a three-person team moving from Standard to Professional gets 3 × (25,000 − 15,000) = 30,000 credits added straight away. Whatever the team had already used stays used, so the balance lands on the new plan's allowance minus that usage — and any top-up credits sit on top, untouched. At your next cycle, the balance resets to the new plan's full amount as usual.
Moving up from the free trial, or subscribing again after a lapse, works differently: you're paying a full plan price, so you get that plan's full allowance for every active user.
Who on my team can change our plan?
Plan changes are an admin action. Admins and the organization owner can subscribe, upgrade, downgrade, buy credit top-ups, and cancel. Everyone else can still see the plan and the shared credit balance under Organization settings → Billing — they just won't see the buttons.
How do downgrades work?
Downgrades are scheduled rather than instant, so you never lose what you've already paid for. When you choose a lower plan, your current plan — with all its features and credits — stays fully active until the end of your billing period, and the new plan starts at your next cycle. You'll see a banner confirming the scheduled change, and you can cancel it any time before it takes effect.
Why is my downgrade being blocked?
Two limits can block a downgrade. Each plan supports a certain number of users, and a downgrade can't take effect while your team is larger than the new plan allows — remove the extra members first. Each plan also caps how many organizations you can own, so if you're above that cap you'll need to come under it first. The plan picker points out exactly which plans currently fit.
Do I lose credits when I downgrade?
No. Credits already in your team's balance stay right where they are — we never claw back credits you've received. The lower plan's allowance simply applies from your next billing cycle onward.
Team & seats
How do I add teammates, and what does it cost?
On Standard and Professional plans, admins add teammates under Organization settings → Members with the Add User button. Before anything is charged, you'll see a confirmation showing exactly what the new seat costs for the rest of the current cycle, your new monthly total, and your next billing date. Confirm, and the prorated amount is charged right away — your new teammate gets access immediately.
Their credits are prorated the same way: a seat added halfway through a cycle contributes about half of the plan's per-user credits for that cycle, then the full amount from the next one. Credits are added only when your team grows beyond the largest size already credited in the current cycle, so removing someone and adding them back doesn't grant credits a second time.
The Basic plan is designed for individual use, so it includes one seat.
What happens when I remove a teammate?
Their access ends right away, and your bill drops starting from your next billing cycle — we don't issue partial refunds for the remainder of the current cycle, and any credits their seat contributed stay with your team through that cycle.
Nothing they built is lost. When you remove a teammate you choose which member inherits their workflows, files, and conversations, with the organization owner as the default. Because removal takes effect immediately, you'll be asked to type the teammate's email address to confirm.
One timing rule: a teammate added within the last 24 hours can't be removed yet. The app tells you when the wait is over.
Who can remove a teammate?
The organization owner can remove anyone except themselves, and admins can remove staff members. If you're trying to downgrade and the plan picker says your team is too large, the owner can remove members — including other admins — from Organization settings → Members.
Payment methods & issues
How do I update or change my card?
Two ways. Under Organization settings → Billing you can add a new card, choose a default, or remove old ones. Or open Manage Subscription to update your payment method in the secure Stripe billing portal. New cards are verified when you add them, so future charges go through smoothly.
What happens if a payment fails?
We'll notify you, and the charge is retried automatically over the following days. Your account keeps working normally during that grace period, so usually all you need to do is make sure a valid card is on file.
If the payment is still unresolved after the grace period, the account becomes read-only until a valid card is on file. Nothing is deleted, and full access returns as soon as the payment goes through.
One special case: if a card is declined while you're adding a new teammate, the teammate simply isn't added and nothing is charged. Update the payment method and try again.
Cancellation
How do I cancel, and what happens to my account and data?
You can cancel any time. Open Organization settings → Billing, choose Manage Subscription, and cancel from the secure billing portal.
Your plan stays fully active until the end of the billing period you've already paid for, and you won't be charged again. Until then it's still your current plan: Billing keeps showing it with the date it ends, alongside a Resume subscription button. Resuming keeps the same subscription running — no new checkout, no gap.
After the period ends, your account becomes read-only: your workflows, documents, conversations, and frameworks remain yours and readable, but paid features and monthly credits are no longer available. If you resubscribe later, you pick up where you left off.
If you expect to be away for a long stretch, contact support before your account lapses and we'll advise on keeping your content available. Have a billing concern or a question about a refund? Contact support — we're happy to help.