FAQ

Frequently asked questions about billing, payments, private offers, listings, and integrations in Suger. To find something quickly, use your browser’s search (Ctrl+F). For help, contact Suger support via the in-app support chat or email support@suger.io.

AI Usage Billing

Questions about AI usage billing (credits, tokens, and Stripe invoices for AI features).

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.

How is AI 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.

When are AI 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.

Why was AI disabled for my organization?

AI features can be disabled for three reasons:

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

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.

AWS: Billing, Payments, and Tax

Who do I receive payment from?

Payment is always deposited into your registered bank account. To check your registered bank account, visit the Payment Information section on AMMP under Seller Settings.

How much listing/transaction fee does AWS take?

Listing fees depend on the type of listing, the total contract value (TCV) of the offer, and the type of offer. AWS’s official listing fees documentation covers the fee structure for all scenarios.

When is the customer billed?

AWS bills the customer in one of three ways:

Date of subscription acceptance (upfront billing)
Custom payment schedule (private offers built with a flexible payment scheduler)
Metered usage — billed on the second and third day of the month for the prior month’s usage

When will I receive money from AWS?

Every customer agrees to net payment terms with AWS — either net 30, 45, 60, or net 0 for credit cards. Once a customer receives the bill, they must pay within the agreed terms.

Every seller has a disbursement cycle, which you set up under settings. There are two cycles — daily and monthly. You can receive money as soon as AWS receives it, or on a specific date every month. To configure this, go to AMMP > Payment Information > Update Banking Information > Disbursement Preference.

Do I need to charge and remit taxes separately?

This depends on the buyer’s country. In countries such as the USA, where the marketplace is responsible for collecting and remitting taxes, AWS handles this for you. In other countries, such as France, the seller must collect the tax manually. AWS’s marketplace seller tax help covers product types, supported countries, and the process.

What should I do if there’s a delay in receiving payments from AWS?

Create a ticket with AWS Support using the Contact Us form.

How do I process refunds?

You can process a full or partial refund to the buyer by submitting the refund request form.

You can request a refund even when the buyer has not yet paid the invoice. In the additional comments section, mention that the charges should be waived if they are unpaid.

Where can I check the status of a refund ticket?

There isn’t a place to check refund status directly — follow up on the AWS support email thread and ask for an update. AWS should be able to handle refund requests within a few days.

Can I invoice a customer in their currency?

As a seller, you create private offers in US Dollars ($). AWS checks the buyer’s currency based on their account ID and payment settings, then bills them in their currency. AWS uses exchange rates published by Bloomberg daily. See AWS’s supported currencies list.

An offer was accepted, but the payment transaction failed. Can it be reprocessed?

If a private offer acceptance fails due to an issue with the customer’s payment method or account, the customer can accept the same private offer again once it’s fixed. The failed attempt didn’t generate an entitlement because it wasn’t processed, so they can reuse the same offer link and it should work.

The customer tried to accept an offer several times and gets an acceptance email followed immediately by a cancellation email. What’s wrong?

There are three main reasons an offer acceptance might fail:

The person accepting the offer doesn’t have the proper permission to complete the transaction.
Their credit card operator declined the transaction, or their account isn’t correctly set up for payment.
AWS can reject the transaction if the buyer hasn’t paid their latest billing.

Usually it’s a problem with the customer’s credit card or payment account. Contact the customer to help verify the transaction. During discovery, ask whether they’re on Invoice or Credit Card with AWS. If they’re on a credit card, tell them to make sure their bank knows this transaction is about to be processed so it isn’t rejected — card companies often reject large transactions as possible fraud.

AWS: Private Offers (MPPO/PO)

How do I find out when a private offer is accepted?

Once the offer is accepted, you’re notified via email, and the offer status in Suger updates to Accepted.

How do I cancel a private offer?

A Cancel Offer button is on the offer details page inside the console.

How does payment for a private offer work?

For a flat commit, the customer is invoiced based on the payment schedule. If no payment is scheduled, they’re invoiced on acceptance day or a few days after. Disbursement then happens based on their payment terms with the cloud provider. The cloud provider typically disburses those funds a few days after they’re disbursed to AWS.

I created an offer with the wrong EULA. Can it be updated?

Once an offer is created, it can’t be updated. Cancel it and recreate it — you can clone it and attach the correct EULA to the new one.

A customer wants to add another group of users (an expansion). What’s the best way to do this?

Create an Agreement-Based Offer (ABO), which Suger calls an Upsell/Renewal Offer.

We’re doing a renewal. If the offer has expired, do we make an Agreement-Based Offer or a new offer?

If the offer has expired, create a regular private offer.

I need to extend the expiry of a private offer by two weeks, but it’s failing. What should I do?

Extending won’t work if you have a payment installment date set before the two-week extension. Create a new offer and set its first installment date as the expiration date.

I tried creating an AWS offer via Suger and got “Failed to create offer: Offer PaymentTerms.Schedule.ChargeOn is not valid.”

You likely set the offer’s charge date to a past date. It must be in the future.

A customer provided the wrong AWS account number. How do I update the offer?

You can’t change the AWS account number on an existing offer. Clone the existing offer, update the AWS account number, push the new offer to the customer, then cancel the previous one.

We didn’t see an acceptance confirmation in AWS Marketplace and got no email notifications. How do we set up proper notifications?

Whenever you see an entitlement associated with an offer, it means the offer was accepted. Suger can funnel notifications into your Slack channel for internal purposes. For external people (end buyers), add contacts when you first create the offer, or add notification contacts after the offer has been created.

A rip-and-replace offer can’t be accepted because of “You already have a contract for this product.”

To process an upsell or renewal for a customer with an existing offer, do it from the existing agreement/entitlement. Go to the specific entitlement, click the Upsell/Renew button, and enter the upsell details. This lets the customer accept the new agreement given the change in terms.

Note: if an installment has already been paid, the upsell is net of the amount already paid — the second installment will be the total amount for the second year of the upsell.

When a customer accepts an offer, is anyone from AWS notified?

AWS gains visibility only when you launch the opportunity and link that opportunity to the offer during the launch process.

Can I set a future start date for a renewal offer, like I can for initial private offers?

For renewal offers, the start date is always the acceptance date — you can only control the end of the contract.

What is the lifecycle of an entitlement? When do “Pending Cancel” and “Cancel” events fire? What happens at the end of the term without auto-renewal?

When a private offer is accepted, it automatically generates an entitlement/agreement. The customer controls that agreement and can stay subscribed or unsubscribe. If they unsubscribe, AWS notifies you within hours that the agreement was canceled. You receive both PENDING CANCEL and CANCEL webhook events from Suger — the gap between the two is usually about 1 hour.

Without auto-renewal, the contract expires after the contract end date, and AWS notifies you that the agreement was canceled. To continue with the customer, create a new private offer.

Our customer’s active offer ends June 14th. If I set a new offer with a June 15th start date, can they accept it early on June 5th?

Yes. They can accept the offer early as long as the start date is after the end of the ongoing contract.

Does AWS Marketplace support auto-renew for offers?

When end buyers self-serve and purchase the public SaaS listing, they can choose auto-renewal and switch it later. The seller/ISV cannot edit it.

When I generate a private offer link, who gets notified besides the customer and our Account Executive?

Only the contacts you add during private offer creation get notified. AWS isn’t notified. During creation, you can add your success manager, PDM, or any other AWS rep as a contact for those offers.

Why doesn’t the point of contact automatically appear on renewal private offers?

In a renewal deal, the offer is created from the entitlement rather than the opportunity, so contacts aren’t auto-populated from the opportunity owner.

Does the opportunity owner get an email when the offer is accepted, or when it’s ready?

Yes. The contacts on the offer are notified for both Offer Ready and Offer Accepted events.

AWS: Channel Partner Private Offers (CPPO)

How do we know when a CPPO is accepted? Is there a notification in Suger?

Once the entitlement is about to start, AWS sends a confirmation that the customer signed the contract, and you’ll also see a confirmation of a new offer in the Suger console.

A CPPO offer accepted in March needs 30 more licenses added. Can we send another CPPO that overrides it and starts a new agreement immediately?

Only the reseller can create an Agreement-Based Offer to add the 30 additional users. Ideally, a situation like this is managed through metering — customers who accept an offer with an additional usage option agree to pay future overages, which is why it’s the ideal solution. There’s no way to replace an existing CPPO offer. In a CPPO, the agreement exists between the customer and your reseller.

AWS: Listing Creation and Changes

Can everything on the listing be changed at any time? How long does it take?

Everything can be changed at any time except pricing, which can only be changed every 120 days and requires an AWS support ticket.

We have two products. Can we create two listings at the same time?

Yes.

If we remove a plan from our listing, how does it impact existing customers?

It depends on your listing type. It should not impact customers on a flat-fee contract, but customers on a subscription might be affected. In that case, open a ticket with AWS and they’ll tell you whether they can remove the dimension.

Do we need to include the tax value in the price?

No. AWS handles all the taxes, so there’s no need to include tax in your pricing.

AWS: Security

My security team asked about the KMS access policy. How does Suger use KMS in our account?

KMS access is used only for syncing your marketplace revenue and buyer report data. AWS requires all S3 buckets that hold marketplace revenue and buyer reports to be encrypted with a KMS key, which is created via the CloudFormation template AWS provides. Suger doesn’t require general access to your KMS resources — access is limited to the key related to this data sync. For setup details, see AWS Marketplace integration.

Azure

We only want to sell via the Azure marketplace. Do we need extra development?

No. You can get your solution listed on Azure without any extra development.

Can I transact with a private (not publicly visible) listing?

No. Azure doesn’t allow private listings to be transactable, so the product must be live.

Can I cancel an Azure offer from Suger? A customer’s offer auto-renewed and we need to cancel and refund it.

There’s no cancel button in Microsoft Partner Center. You can cancel it in the Suger console by clicking the Cancel button — but you must cancel the entitlement rather than the offer.

Do I need the client’s Azure ID to create the Suger offer?

You’ll need their Azure Billing ID to submit the private offer.

A customer accepted and purchased our product, but our dashboard doesn’t reflect it.

The offer has been accepted and purchased. This happens because when the entitlement is created, Azure doesn’t initially tell us which private offer was purchased. The entitlement is connected to the private offer later — this can take a few hours via the Azure marketplace CMA report sync.

The EULA I attached to the Azure offer needs adjustments. How do I change it?

You can’t edit an ongoing offer. The best option is to cancel the existing offer and create a new one.

GCP

Is Google Cloud Validated Solution designation required to list in the marketplace?

Yes, it is required.

Is it common for GCP vendors to list no pricing and default to “talk to sales”?

Yes. You can hide all your pricing plans in the public GCP marketplace listing — some clients use this configuration. It’s a common strategy in B2B SaaS, giving sales more flexibility to negotiate deals, and it’s straightforward to configure.

Why is the IAM binding set to “allUsers” instead of a specific group or service account?

Setting it to “allUsers” makes the listing public and live, so any GCP client can purchase and subscribe to your listing service.

Suger handles creation of the client sign-up form for marketplace. You provide some basic details, such as company name and logo, and Suger creates the registration form automatically.

Go to Settings > New Client Sign Up in the Suger console.

After they complete the purchase, they’re immediately redirected to the sign-up page.

What is the CC Emails field?

Emails that will be CC’d on the confirmation email sent to the client.

Is an email sent after the client leaves their details on this page?

Yes. After the customer completes the form, Suger sends them a confirmation.

Does “Public Notes” appear on the page?

Yes. You can add any additional note you want, and it appears on the page.

Integrations: HubSpot

Does the integration with ACE auto-update when deals are closed/lost or the close date changes?

Yes. Once an opportunity is submitted through Suger, future updates on your HubSpot deal flow to Suger — depending on how your mapping is set up.

Do I have to refresh the Suger sync with ACE for changes to flow through?

No. Once an hour, Suger scans your pipeline and the deals associated with an ACE record, collects the data, and updates the ACE records based on your mapping. Any changes made to a deal in HubSpot should appear on ACE within a few hours.

Buyers don’t have any contacts. When we map, will every buyer record have a full email address sent to HubSpot?

By default, buyers don’t have a contact associated with them. With Suger, future buyers will — this is a feature Suger offers that AWS doesn’t. This only applies to new buyers after the integration.

Can we build the “propensity to buy” metric into the data integrated with HubSpot?

Yes. This is part of the Co-Sell implementation. When you submit a HubSpot deal to AWS, Suger collects the engagement score for that customer and sends it back to HubSpot. You just need to provide the field where you want to store the information.

Integrations: Salesforce

How does the AWS opportunity score show in Salesforce after the opportunity is accepted and scored?

It appears on the referral record detail page. The field’s API name is Suger__AWS_EngagementScore__c, in case you’d like to set up automation or formula fields.

I can’t set up the opportunity ID for the partner CRM unique ID in the Salesforce field section.

That field is mapped by default, so you don’t need to set up mapping for it.

After creating an offer, the “Copy Offer URL” button on the offer object in Salesforce does nothing. Why?

After an offer is created, wait 3 to 5 minutes for it to be created in AWS Marketplace before you can copy the link. During that time, Suger sends the offer data to AWS to create the offer. Refresh the page after a few minutes and the Offer URL will be available in the Copy button.

Can we do Agreement-Based Offers (ABO) from Salesforce, or do we need the Suger console?

Yes, you can do it from Salesforce.

I’m creating my first offer in Salesforce and everything is filled in except the API name. How do I find it?

You define the API name for your new dimensions. Use the same dimension name in lowercase with underscores instead of spaces.

I created a referral directly in ACE that’s now validated. Will it show up in Salesforce, and how do I connect it to a Salesforce opportunity?

It appears in Salesforce the next time it’s updated (for example, after AWS accepts it or you manually edit something). Put the Salesforce opportunity’s ID into the Partner CRM Unique Identifier field, and the system will make it show up in Salesforce and associate them together.

The engagement score shows on the Salesforce referral. Can it also show on the opportunity screen?

Yes, but this must be done in your Salesforce instance.

Does the Suger–Salesforce integration handle public offer invoices?

Yes. Suger supports auto-backfilling for Salesforce based on public offers, so when new customers purchase on AWS, that data flows to Salesforce.

You can create a testing environment connected to your sandbox environments within Suger. Once your Suger account is set up, you can add an additional environment associated with it.

Suger Console: Other Topics

What does integrating our solution with Suger look like, and what are the requirements?

Connect your product registration page to Suger’s webhook — see the webhook guide. Once connected, update the fulfillment URL of your AWS product to your SaaS registration page through Suger — see Signup URL Redirect.

Can I export the entitlement page to a CSV?

There’s no direct CSV export of the entitlement list, but Suger can set up an automated daily workflow to generate the entitlement list CSV and save it to a Google Drive folder you specify.

In Suger, what’s the difference between the Invoiced and Collectable amounts?

The Invoiced value is the amount your customer was invoiced. The Collectable amount is what AWS will pay you once fees are deducted.

FAQ