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FAQ

Frequently asked questions about AI usage billing. For help, contact Suger support via the in-app support chat or email support@suger.io.

Credits​

How much free credit do I get each month?​

Every organization receives $100 in free AI credits each month. This credit is automatically applied to your usage before any charges.

Do unused credits roll over to the next month?​

No. Credits expire at the end of the same month they are granted. For example, March credits expire on March 31. Any unused credit is forfeited when the new month begins.

What happens when I exceed my $100 credit?​

Usage beyond the $100 credit is charged to your organization's payment method. You'll see the overage on your monthly Stripe invoice. A blue alert in the billing dashboard will show the date your credit was exhausted.

Can I see how much credit I have left?​

Yes. Go to Settings > Billing in the Suger console. The Credits Remaining card at the top shows your remaining balance out of the $100 monthly credit. It's color-coded: green means plenty remaining, orange means less than $25 left, and red means the credit is fully used. See the billing dashboard guide for a full walkthrough.

Can I get additional credits beyond the monthly $100?​

Yes. Suger can grant one-time credits for specific situations like onboarding, service compensation, or special arrangements. Contact Suger support to discuss.

What happens if I have both monthly credits and a one-time credit?​

Both types of credits are applied to your invoice. Stripe applies credits by expiration date, using credits that expire soonest first.

Note: If Suger support changes your monthly credit amount (e.g., from $100 to $200), your existing monthly credit balance is forfeited and replaced with the new amount. One-time credits are not affected. If you're asking for a credit adjustment, be aware of this tradeoff.

Usage and Pricing​

How is usage calculated?​

Usage is measured in tokens — the units AI models use to process text. Each request has:

  • Input tokens — your prompt/question
  • Output tokens — the AI's response

Costs vary by model (e.g., GPT-4o vs GPT-4o-mini, Claude Sonnet vs Claude Haiku) and provider (OpenAI, Anthropic, Google). A 30% platform fee is applied to all usage.

You can see per-model and per-provider breakdowns in the billing dashboard.

What's the difference between Suger Key and BYOK billing?​

  • Suger Key: You use Suger's API keys. All AI costs (provider cost + 30% platform fee) appear on your Suger invoice.
  • BYOK (Bring Your Own Key): You provide your own API keys. You pay the AI provider directly for base model costs. Suger also charges a 30% platform fee calculated on standard provider list prices for the model and tokens used (e.g., $100 of GPT-4o usage = $100 to OpenAI + $30 to Suger = $130 total).

Both types of usage appear in your billing dashboard breakdown.

How often is usage data updated in the dashboard?​

Usage data in the billing dashboard is updated once daily (the sync runs at 2 AM UTC). This means there can be up to ~24 hours between an AI request and when it appears in the billing dashboard.

This also means spending cap enforcement has a similar delay — if you're close to your cap, it's possible to briefly exceed it before the next daily check disables AI. You will still be billed for usage that exceeds the cap during this window.

Invoicing and Payments​

When are invoices generated?​

Invoices are generated by Stripe at the end of each monthly billing period. Credits are automatically applied before calculating the amount due.

Where can I see my invoice history?​

Go to Settings > Billing in the Suger console. Scroll down to the Billing History section to see your last 12 months of invoices. You can view invoices online or download PDFs.

What does "Uncollectible" invoice status mean?​

This means Stripe has exhausted its payment retry attempts. Contact Suger support to resolve the outstanding balance.

Spending Caps and Access​

Why was AI disabled for my organization?​

AI features can be disabled for three reasons:

  1. Spending cap reached — Your month-to-date usage hit your organization's spending limit. AI features will resume shortly after the start of the next billing period, or you can contact Suger support to request a cap increase.

  2. Payment issue — An invoice is significantly overdue. Update your payment method or contact Suger support to resolve.

  3. Manually disabled — A Suger admin disabled AI for your organization. Contact Suger support for details.

Check the status banner at the top of the Billing page for specifics.

What happens to my current session when AI is disabled?​

Any AI request already in progress will complete normally. The disabling only affects new requests — the next AI request your organization makes will receive an error. Existing streaming responses or in-flight requests are not terminated.

How do I increase my spending cap?​

Contact Suger support. They can submit a request to increase your cap through the internal admin console.

Why did my credits reset before the end of the month?​

All billing operations run on UTC time. Credits reset on the 1st of the month at midnight UTC, and spending caps reset within a few hours after that. If you're in a timezone behind UTC (e.g., US Pacific is UTC-7), this means credits reset in the afternoon or evening of the last day of the month in your local time. For example, midnight UTC on April 1st is 5:00 PM Pacific on March 31st.

Who can see the "By User" usage breakdown?​

Only organization admins can access the "By User" tab, which shows per-user cost and usage statistics. Regular members can see the Overview and By Model tabs.