Discover
Captain uses AI credits. Every paid plan includes free credits each month, and you can buy more.
Plan & access: Startups, Business or Enterprise. How many credits each plan includes, and the top-up price, are on Pricing & Plans > Captain AI credits. Administrators see usage and buy credits in Billing.
Set up & try
What uses credits
Each of these uses one credit:
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An assistant reply to a customer.
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A message in the assistant's Playground.
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A Copilot request.
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An editor action, such as rephrase, summarize or suggest reply.
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An audio transcription.
Adding documents, approving FAQs, label and priority suggestions from Suggest with Captain, and Captain conditions in automation rules do not use credits.
See your usage
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Go to Settings > Billing.
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The Captain section shows Credits and Documents used. Click Refresh to update.
Buy more credits
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In Billing > Captain, click Buy more credits.
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Choose a pack and click Purchase Credits, then confirm. Your saved card is charged straight away.
Bought credits:
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Are added straight away and used after your monthly plan credits.
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Expire after 6 months.
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Need an active subscription to be used.
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Are non-refundable.
Test it
After buying, check the new balance in Billing > Captain.
Get value
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Monthly credits reset at your plan's renewal date. Buying credits or changing plan does not reset usage.
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Unused monthly credits do not carry over. If you use more than your monthly credits, the extra comes out of credits you bought.
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When you change plan, your balance goes up or down by the difference between the two plans' monthly credits. Your usage stays the same.
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Changing your number of seats does not reset usage.
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To make credits last: connect the assistant only to inboxes where it helps, use the audience and schedule rules (Control who Captain replies to and when), and turn off AI features you do not use, such as transcription.
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A banner warns you when you have used over 80% of your credits. There is no email alert, and credits do not top up automatically.
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Usage is one total for the account. It is not split by agent, assistant or feature. To see how each assistant performs, use its Overview (Captain Overview and reports).
Troubleshoot
| Symptom | Likely cause | What to do |
|---|---|---|
| New conversations go straight to the team with no assistant reply | Credits ran out | Buy credits or wait for renewal |
| Assistant says "Transferring to another agent for further assistance." mid-conversation | Credits ran out during the conversation | Buy credits or wait for renewal |
| Copilot says you are out of Copilot credits | Credits ran out | Buy credits or wait for renewal |
| Usage did not go to 0 after buying | Expected. Usage resets only at renewal; the purchase adds to the balance | None |
| Credits are used faster than expected | The assistant is on busy inboxes, or AI features are used heavily | Narrow the audience or schedule; turn off features you do not need |
| Cannot buy credits | You are not an administrator, or no active subscription | Ask an administrator; check the subscription |
More causes: Troubleshoot Captain.