> ## Documentation Index
> Fetch the complete documentation index at: https://docs.usertick.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Plans and billing

> What each plan includes, how the monthly response limit and extra responses work, how payments go through Stripe, how to upgrade, downgrade or cancel, and what happens after a failed payment, a dispute or a refund.

One plan price covers the whole organization, with every member and every site within the plan's limits. Plans are billed monthly or yearly, and a yearly plan costs ten monthly payments, which the plans page shows as **2 months free**. To collect more responses than the plan includes in a month, any organization can buy [extra responses](#extra-responses), which never expire. Stripe sells the plans and extra responses as the merchant of record, through its affiliate Sold through Link, LLC ("Link") ([Payments](#payments-taxes-and-currency)).

## The plans

| | Free | Starter | Pro | Business | Enterprise |
| - | - | - | - | - | - |
| Price | \$0 | $19 a month ($190 a year) | $59 a month ($590 a year) | $149 a month ($1,490 a year) | Custom |
| Responses each month, for the whole organization | 250 | 1,000 | 5,000 | 25,000 | Custom |
| [Extra responses](#extra-responses) past the limit | $0.015 to $0.03 each | $0.015 to $0.03 each | $0.015 to $0.03 each | $0.015 to $0.03 each | $0.015 to $0.03 each |
| Surveys | 3 | 10 | Unlimited | Unlimited | Unlimited |
| Sites | 1 | 1 | 3 | 10 | Custom |
| Members | 3 | 5 | Unlimited | Unlimited | Unlimited |
| Dashboards | 1 | 3 | Unlimited | Unlimited | Unlimited |
| Custom roles | Not included | Not included | Unlimited | Unlimited | Unlimited |
| Languages per survey | 1 | 3 | 30 | 30 | 30 |
| Response history | 30 days | 1 year | 2 years | 5 years | Custom |
| Activity log history | 30 days | 90 days | 1 year | Unlimited | Unlimited |
| Media storage | 1 GB | 5 GB | 20 GB | 100 GB | Custom |
| Emails sent by Usertick each month | 100 | 1,000 | 5,000 | 20,000 | Custom |
| Categories in **Settings → Analysis** | 5 | 10 | 20 | 30 | Custom |
| Themes in each category | 3 | 5 | 8 | 8 | Custom |
| Support | The help docs and the assistant | Email support | Email support in a priority queue | Priority support with an onboarding call | A customer success manager and an SLA by contract |

Archived surveys don't count toward the survey limit, and pending invitations count toward the member limit. Deleted categories and themes don't count toward their limits. On every plan, a survey can have up to 200 questions.

### What each plan includes

**Every plan**, Free included, has the website, link and email channels, with a QR code for every link survey, every question type except file upload, screenshot and signature, logic, page groups, timers, templates and the question library, themes, the basic [triggers](https://docs.usertick.com/surveys/triggers.md) and [targeting](https://docs.usertick.com/surveys/targeting.md) rules, [identify](https://docs.usertick.com/installation/identify.md) with user hash verification, contacts and email sends, Google Analytics, FullStory and UXCam events, Results with filters and saved views, the inbox, dashboards and dashboard templates, AI surveys within the monthly allowance, two-factor authentication and the site assistant. The reading of each response (category, theme, type, sentiment and urgency) and the AI reading of your results also run on every plan, in the background and without drawing on any allowance. Every plan can add, draft, edit and delete the categories and themes in **Settings → Analysis**, up to the plan's limits.

**Starter** adds:

* File upload, screenshot and signature questions.
* Surveys without the Usertick badge, and a logo, a background picture and cover media on link, QR and email surveys.
* Advanced triggers and targeting rules.
* Exports to PDF, Excel, CSV and PNG.
* Workflows, threshold alerts and teammate notifications, with Slack, Microsoft Teams, Google Sheets, webhooks and Zapier.
* AI editor helpers, AI translation, and AI plans for dashboards, workflows and folders.

**Pro** adds:

* Custom CSS for website surveys, custom domains for hosted pages (1 on Pro, 5 on Business), and survey variants for A/B tests.
* Custom roles and survey access per role.
* Scheduled reports, and numbers on Results and dashboards that update as responses arrive.
* Jira, Linear, HubSpot, Zendesk, Productboard, Mailchimp, Klaviyo, Customer.io, Braze, Iterable, Intercom, Amplitude, Mixpanel, Segment and BigQuery.
* API keys for the REST API, and the MCP server for AI assistants.

**Business** adds single sign-on and SCIM, and priority support with an onboarding call.

**Enterprise** is set up with sales: custom limits and AI allowances, a custom price paid by card through a payment link, a security review, and a customer success manager and an SLA by contract. See [Enterprise](#enterprise).

The [Data Processing Addendum (DPA)](https://usertick.com/dpa) applies to every plan, Free included, as part of the Terms of Service.

### AI allowances

The AI allowances count only the AI actions a person starts, and each action has its own monthly allowance. **All plan limits** in **Settings → Billing** lists each one with this month's use.

| | Free | Starter | Pro | Business |
| - | - | - | - | - |
| AI surveys per month | 3 | 20 | 100 | 300 |
| AI question imports per month | 3 | 20 | 100 | 300 |
| AI question drafts per month | Not included | 60 | 300 | 1,500 |
| AI question suggestions per month | Not included | 400 | 2,000 | 10,000 |
| AI question rewrites per month | Not included | 200 | 1,000 | 5,000 |
| AI option suggestions per month | Not included | 200 | 1,000 | 5,000 |
| AI copy suggestions per month | Not included | 200 | 1,000 | 5,000 |
| AI translations per month | Not included | 1,000 | 5,000 | 25,000 |
| Assistant messages per month | 50 | 500 | 2,000 | 5,000 |
| AI dashboard plans per month | Not included | 10 | 50 | 200 |
| AI workflow drafts per month | Not included | 10 | 50 | 200 |
| AI folder plans per month | Not included | 10 | 50 | 200 |

A translation counts one use per translated text. An AI action that fails on Usertick's side or at the AI provider gives its use back, and so does one that stops because the page was left before it answered. A draft from an AI create chat gives its use back when it fails before writing anything, and keeps it once writing has started, even when the window is closed. No plan has unlimited AI, and Enterprise allowances are set by contract.

Survey emails sent through your own email provider don't count toward the email allowance. See [Email sending settings](https://docs.usertick.com/account/email-sending.md).

## How response limits behave

The response limit counts every response the organization receives in a calendar month (UTC), from every survey, site and channel together. **Usage** in **Settings → Billing** shows the count, such as "812 of 1,000 responses this month".

* **At 80%.** When the organization reaches 80% of the limit, every member gets a notification in the bell, and members who keep that email on in their [notification preferences](https://docs.usertick.com/workspace/notifications.md) also get it by email.
* **At the limit, without extra responses.** Usertick stops collecting responses for every survey of the organization. The website widget stops showing surveys, and link and QR pages and email answer links say "This survey is no longer accepting responses." Usertick doesn't store responses sent while collection is stopped. Every member gets a "Response collection stopped" notice, with **Buy extra responses** for the people who manage billing, and **Settings → Billing** says that collection stopped and when it starts again.
* **At the limit, with extra responses.** Every member gets a "Monthly response limit reached" notice, and Usertick keeps collecting, taking each response past the limit from the extra responses. **Usage** shows how many responses this month are past the limit.
* **When extra responses run out**, Usertick stops collecting the same way, and every member gets an "Extra responses used up" notice.
* **Collection starts again** on the first day of the next month (UTC), or sooner after an upgrade, a purchase of extra responses, or turning on **Use extra responses** while some are left.

Every response that Usertick stores is complete: its answers show in the dashboard, in exports and in every integration.

## Extra responses

Extra responses let the organization keep collecting after the plan's monthly limit. They are bought once, never expire, and are used only after the plan's responses for the month run out. Every plan can buy them, Free included.

| Responses in one purchase | Price per response |
| - | - |
| Under 5,000 | \$0.03 |
| 5,000 or more | \$0.02 |
| 20,000 or more | \$0.015 |

The size of one purchase sets the price of every response in it, and the total is rounded to the cent. A purchase comes to at least \$1, so it holds at least 34 responses, and at most 10,000,000. Any tax is added at checkout.

**1. Open extra responses**

In **Settings → Billing**, find **Extra responses**. Buying and changing the setting need the **Manage billing** permission.

**2. Enter how many**

Under **Buy extra responses**, enter the number of extra responses. The line under the field shows the total in US dollars, such as "About \$40.00 plus tax".

**3. Pay**

Select **Buy**. When your account has two-factor authentication on, Usertick asks for a code first. Pay in the Stripe checkout page that opens.

Back in **Settings → Billing**, the section says "Usertick is adding your extra responses." until the purchase shows, which usually takes a moment. If it takes longer, the section says "The purchase can take a few minutes to show. Refresh the page later." The new balance applies at once, and if collection had stopped at the limit, it starts again.

* **Use extra responses.** This setting, on by default, decides whether responses past the monthly limit draw on the extra responses. With it off, collection stops at the limit even when extra responses are left. Change it and select **Save changes**.
* **Balance.** The section shows how many extra responses are left and how many were used this month, and **Purchases** lists each purchase with the amount charged, in the currency it was charged in.
* **Notices.** Every member gets "Extra responses running low" when what is left falls to 20% of the latest purchase or less, and "Extra responses used up" when they run out and collection stops. Each notice offers **Buy extra responses** to the people who manage billing.
* **Never expire.** Extra responses stay with the organization after a plan change or a cancel, and keep working on the Free plan.
* **No refunds.** Unused extra responses aren't refunded, except where Link's refund policy or the law requires it, or when Usertick ends the agreement for its own convenience, in which case Usertick refunds the unused part. A purchase that is refunded, or lost in a payment dispute, is taken off the balance.
* **Deleting the organization** deletes its unused extra responses too, and the deletion dialog says how many. See [Delete an organization](https://docs.usertick.com/account/delete-organization.md).
* **No automatic purchases.** Usertick never buys extra responses for you. Buy more when the running low notice arrives.
* On a plan without a monthly response limit, extra responses are never used, so **Settings → Billing** doesn't offer them.

## Change your plan

The Free plan has no time limit, and the paid plans have no trial. Plan changes happen under **Settings → Billing**, which is visible to roles with the **Manage billing** permission. When your account has two-factor authentication on, Usertick asks for a code before it changes the plan.

**1. Open the plans**

In **Settings → Billing**, select **Change plan**, and switch between **Monthly** and **Yearly**.

**2. Select a plan**

Select **Upgrade** or **Downgrade** on a plan. To cancel, select **Downgrade** on the Free plan. On the current plan's card, **Switch to yearly billing** or **Switch to monthly billing** changes how the plan is billed. For Enterprise, select **Talk to sales**.

**3. Confirm**

Usertick shows what the change does before anything changes, and the change happens only after you confirm it.

An organization on a custom plan sees "Your organization is on a custom plan. To change the plan, contact sales." with **Talk to sales** instead of plan buttons. An organization that already pays for a plan changes it here rather than through a new checkout.

### When a change takes effect

| Change | Takes effect | Payment |
| - | - | - |
| Free to a paid plan | When you pay in Stripe Checkout | The plan's price |
| A higher plan, at either billing interval | At once | Usertick charges the difference for the rest of the current period the same day |
| Monthly to yearly billing on the same plan | At once | Usertick charges the yearly price and credits the unused part of the month |
| A lower paid plan | At the end of the paid period | The new price from the next period |
| Yearly to monthly billing | At the end of the paid year | The monthly price from then |
| Cancel to Free | At the end of the paid period | Nothing more |

**Upgrades.** A dialog asks "Upgrade to {plan}?" and names what Usertick charges today, such as "Usertick charges \$40.00 today for the rest of this period." Selecting **Upgrade to {plan}** changes the plan at once, and its limits and features apply right away; **Settings → Billing** shows "Usertick is applying the new plan." until the new plan appears. If the card is declined, the plan doesn't change, and the plans page says "The card was declined, so the plan didn't change. To upgrade, update the card and try again." with **Manage card and invoices**.

**Confirming an upgrade payment.** When the bank asks to confirm the payment (3D Secure), Usertick opens Stripe's payment page, and the plans page says "The bank asks to confirm this payment, so Usertick opens Stripe's payment page. The plan changes to {plan} after the payment is confirmed." with **Open payment page**. The plan stays as it is until the payment is confirmed on that page, and then the new plan applies. A payment that isn't confirmed within about a day expires, and the plan stays as it was.

**Downgrades, monthly billing and canceling.** A panel titled **Changes on {date}** lists what changes on that date. A section shows only when it applies:

* **Surveys**, **Members**, **Sites** and **Dashboards**: when the organization has more than the new plan includes, you choose which ones stay, up to the new limit ("{count} of {limit} chosen"). Usertick preselects the ones it keeps when nobody chooses, and the owner always keeps access.
* **What stops**: workflows, connections, scheduled reports, API keys and connected assistants that the new plan doesn't include, and single sign-on and SCIM.
* **What changes on {date}** and **What keeps working until the next publish**: what happens to published surveys, as described below.
* **Responses**: the date until which this month's response limit stays, such as "This month's response limit stays at 5,000 until November 1, 2026."
* The number of members who sign in only with single sign-on, each of whom gets an email to set a password.

Selecting **Change to {plan} on {date}**, **Cancel subscription on {date}** or **Switch to monthly billing on {date}** schedules the change. Until that date, everything keeps working as it does now.

### Edit or undo a scheduled change

While a change waits for its date, **Settings → Billing** shows "Your plan changes to {plan} on {date}." with two actions:

* **Edit choices** opens the panel again with your saved choices, and **Save choices** keeps the new ones. The choices can change until the date.
* **Undo** asks "Undo the plan change?", and **Undo change** keeps the organization on its current plan, which renews as before.

When Usertick support scheduled the change, **Settings → Billing** says "Usertick support scheduled your plan to change to {plan} on {date}. To change this, contact support." and offers no **Undo**. A cancel set in your Link account also shows here as a scheduled change to the Free plan.

### Items over the limits of a lower plan

On the date of the change, Usertick keeps what you chose, and where nobody chose, it keeps the items in the third column. Nothing is deleted.

| Item | What happens | Kept when nobody chose | How it comes back |
| - | - | - | - |
| Surveys (archived surveys don't count) | The extra live surveys pause and show "Paused because of the plan limit." Their responses and results stay. While the organization has more surveys than the plan allows, a paused survey can't be resumed and a draft can't be published, and drafts stay editable | The most recently published | Archive surveys until the count fits, or upgrade |
| Members (pending invitations count) | Pending invitations past the limit are canceled, then the extra members are suspended. A suspended member can't open the organization and gets no notifications, and their notes, assignments and comments stay | The owner, then the most recently active members | **Restore** in **Settings → People** when there is room and your role holds every permission of the member's role, or upgrade. See [Members and roles](https://docs.usertick.com/workspace/members-and-roles.md#members-suspended-by-the-plan) |
| Sites | The extra sites pause. Their install code stays on the site and shows no surveys | The site with the most responses in the last 30 days | **Make live** in **Settings → Sites**, or upgrade. See [Sites](https://docs.usertick.com/account/sites.md#paused-sites) |
| Dashboards (Overview doesn't count) | The extra dashboards become read-only. They show live data and their share links keep working, and they can't be edited or copied | The most recently edited | Delete a dashboard, or upgrade. See [Dashboards](https://docs.usertick.com/results/dashboards.md#read-only-dashboards) |

Link, QR and email surveys aren't tied to a site, so only the survey limit applies to them.

### Paid features after a downgrade

* **On the date of the change**, published surveys show the Usertick badge again, survey emails show "Powered by Usertick" again, and link, QR and email survey pages lose their logo, background picture and cover. Custom CSS stops applying to website surveys. Surveys offer only as many languages as the new plan includes: the survey's own language and the first languages after it stay, and a visitor of a removed language sees the survey's own language.
* **On the date of the change**, a custom domain turns off, and its links redirect to the same survey on the Usertick address, so shared links, printed QR codes and email links keep working. See [Custom domain](https://docs.usertick.com/channels/link.md#custom-domain).
* **Until the next publish**, file upload, screenshot and signature questions, variants, advanced triggers and advanced targeting keep working in published surveys. Publishing one of these surveys again needs a plan that includes everything it uses: the editor says what the plan doesn't include, and the survey can be published after those settings are removed or the plan is upgraded.
* **What stops keeps its setup**: workflows and connections the plan doesn't include, scheduled reports, API keys, connected apps and assistants, single sign-on and SCIM. Each list says which plan turns the item back on, and nothing has to be set up again after an upgrade. Members who sign in only with single sign-on get the email "Set a password for Usertick" with a link to set one.
* **Custom roles** keep working, and their members keep them. A custom role can't be renamed or given other permissions or surveys until the plan includes custom roles again. Members can still be given a custom role or moved off it, and a custom role that no member holds can still be deleted. Creating or editing a custom role needs the Pro plan. See [Members and roles](https://docs.usertick.com/workspace/members-and-roles.md#create-a-custom-role).
* **Media** in the library stays and keeps working. When the library is over the new storage limit, new uploads are refused until it is under the limit.
* **Categories and themes** in **Settings → Analysis** all stay, and responses keep being filed under them. When there are more than the new plan allows, they can still be edited and deleted, and a new one can be added once the count is under the limit. The plan change window says when this applies.
* **Response history**: responses older than the new plan's history are hidden rather than deleted, and they show again after an upgrade. **Settings → Activity log** works the same way with the plan's activity log history.

### Responses after a change

* When a change lowers the monthly response limit, the limit the organization had on the first day of the month stays until the month ends (UTC), and the new limit starts on the first day of the next month. Only the plan held on the first day counts: an upgrade during the month followed by a downgrade keeps no higher limit. When a subscription ends because its payment was returned, the Free plan's limit applies at once (see [Disputes and refunds](#disputes-and-refunds)).
* Extra responses stay with the organization through every plan change and a cancel, and keep working on the Free plan.

### After an upgrade

When the organization moves to a higher plan, or subscribes again after moving to Free, Usertick brings back what the plan held back, up to the new limits and in the order of the choices: surveys go live again, suspended members get access, paused sites go live, and read-only dashboards can be edited again. Surveys that someone paused by hand stay paused. Workflows, scheduled reports, API keys and connected apps work again with new events, and single sign-on, SCIM and custom domains come back without a new setup.

After a plan change, the owner and the people who manage billing get one notice that lists what changed or came back, and every other member gets "Subscription updated" or "Subscription canceled". See [Notifications](https://docs.usertick.com/workspace/notifications.md).

## Failed payments

When a subscription payment fails, Stripe retries it automatically. For 14 days from the first failed payment, the plan and everything on it keep working, **Settings → Billing** shows "Your last payment failed. To keep your plan, update your card by {date}." with **Update card**, and Usertick emails the notice to the people who manage billing, once for each unpaid invoice. A payment that goes through within those 14 days ends the warning.

When the 14 days end without a payment, the organization moves to the Free plan's limits and features at once, and Usertick cancels the subscription, so nothing more is charged for it. The items over the Free plan's limits are handled as described above, using the choices saved for a scheduled change. Nothing is deleted, extra responses stay, and subscribing again brings everything back.

A paid plan starts only when its first payment succeeds: a first payment that fails in checkout leaves the organization on its current plan.

## Disputes and refunds

When a subscription payment is disputed with the bank, Stripe handles the dispute and contacts the payer. While the dispute is open, the plan keeps working, and the organization can't buy extra responses: **Buy** says "While a dispute on a subscription payment is open, this organization can't buy extra responses. Extra responses can be bought again once the dispute closes."

* **The dispute closes without a chargeback.** Nothing else changes, and extra responses can be bought again.
* **The payment is returned.** When the dispute ends with the payment returned to the payer, or a subscription payment is refunded in full, Usertick cancels the subscription, and the organization moves to the Free plan's limits and features at once. The Free plan's monthly response limit applies for the rest of the current month too. The items over the Free plan's limits are handled as described above, nothing is deleted, and extra responses stay. Subscribing again starts a new subscription.
* **A partial refund** of a subscription payment doesn't change the subscription.

Refunds and disputes of extra responses purchases are described under [Extra responses](#extra-responses).

## Payments, taxes and currency

Stripe sells Usertick's plans and extra responses as the merchant of record, through its affiliate Sold through Link, LLC ("Link"):

* **Tax.** Stripe calculates the tax for your country and adds it at checkout, on top of the prices on the plans page.
* **Currency.** Prices are set in US dollars. Checkout can show and charge the amount in your local currency; the amount Stripe charged shows in your receipts and in **Purchases** for extra responses.
* **Payment methods.** The checkout page offers the payment methods available in your country, such as cards and Link.
* **Receipts and invoices** come by email from Link, and the card statement shows the charge as "LINK.COM\*".
* **Refunds.** Payments are non-refundable, except where Link's refund policy or the law requires a refund. Stripe handles refund requests.
* **Managing the subscription.** You can also update the payment method or cancel the subscription in your Link account. A cancel set there shows in **Settings → Billing** as a scheduled change to the Free plan at the end of the paid period.
* **Countries.** Payments aren't available in some countries and territories, so they can't be chosen as the billing country.

## Payment details and invoices

**Manage card and invoices** opens the Stripe billing portal, which updates the card, the billing email, the company name, the address and the tax ID, and lists every invoice. The portal can't change or cancel the plan, which happens under **Change plan**. **Invoices** in **Settings → Billing** lists the subscription's invoices, and **Purchases** under **Extra responses** lists the purchases of extra responses. **Billing country** sets the country on your account at Stripe and lists only the countries where Usertick can bill; Stripe works out the tax from the address entered at checkout. Changing it needs the **Manage organization** permission, and the change waits for **Save changes**. When the owner of the organization changes, the billing email moves to the new owner, unless it was changed in the billing portal before.

## Enterprise

Enterprise is a plan set up with Usertick's sales team, with custom limits, AI allowances and a price agreed in the contract.

**1. Talk to sales**

On the plans page, select **Talk to sales** on the Enterprise card, or use the contact form on usertick.com. In the dashboard, the form asks for your name, work email and company, and optionally a phone number, the responses you expect each month and a message. Usertick sends your organization, its plan and this month's responses with it.

**2. Agree on the terms**

The sales team replies by email to the address you entered and agrees on the limits and the price with you.

**3. Pay through the payment link**

Usertick sends you a payment link for the agreed monthly or yearly price. Pay it once by card; tax is added at checkout. When the payment goes through, the organization moves to the Enterprise plan.

The Enterprise subscription then renews, fails and cancels like any other plan. An organization that already pays for a plan moves to Enterprise when the link is paid, and its earlier subscription ends with a credit for the unused time. Sending the request needs the **Manage billing** permission, and an organization can send up to 5 requests a day.


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