> ## Documentation Index > Fetch the complete documentation index at: https://moengage.com/docs/llms.txt > Use this file to discover all available pages before exploring further. # MoEngage Credits FAQs > Answers to common questions about MoEngage Credits pricing, usage estimation, promotional credits, alerts, and usage limits for Merlin AI agents. This article answers common questions about how MoEngage prices Merlin AI agents, how to estimate and track credit consumption, and what happens when your account reaches its monthly limit. > [!NOTE] > > For questions about your credit allowance, usage planning, or contract, contact your Customer Success Manager (CSM). ## Pricing Model > [accordion] How are Merlin AI agents priced? > > MoEngage prices Merlin AI agents in one unit: MoEngage Credits. Every Merlin AI agent draws from the same credit pool, including native agents such as Merlin AI Copywriter and Merlin AI Designer, [Custom Agents](https://moengage.com/docs/user-guide/ai-and-intelligence/merlin-ai/custom-agents/custom-agents-overview.md), and agents that MoEngage releases later. You buy a monthly credit pack and plan against that pack alone. > [accordion] Which plans include Merlin AI agents? > > Both the Growth and Enterprise plans include Merlin AI agents. On either plan, all agents use the same MoEngage Credits. > [accordion] Are native agents and Custom Agents priced separately? > > No. One credit pool covers both. New agents use the same credits, so a new agent does not add a contract line or change your pricing. > [accordion] What do credits pay for? > > Credits pay for the AI processing behind each action an agent takes: understanding your request, reasoning over your data, and generating copy, images, or campaigns. Consumption scales with the work involved. A short request, such as a subject line suggestion, consumes fewer credits than a multi-step Custom Agent task run that analyzes data and builds a campaign. For the factors MoEngage measures, refer to [Credit Factors](https://moengage.com/docs/user-guide/settings/account/billing/merlin-ai-usage.md#credit-factors). > [accordion] Do unused credits roll over? > > No. Credits load at the start of each month and expire at the end of it. This also applies to annual contracts: you receive a fresh allowance every month, and MoEngage does not bank unused credits quarterly or annually. > [accordion] Are credits shared across my workspaces? > > Yes. MoEngage pools credits at the account level, so every workspace and user in your account draws from the same monthly allowance. ## Usage Estimation > [accordion] What is a task run? > > A task run is one continuous piece of work with a Merlin AI agent. For example, asking Merlin AI Copywriter for push copy and refining it a few times, or running a Custom Agent that analyzes a segment and drafts a campaign. A task run can include several prompts, iterations, and outputs, and each of them consumes credits. > [accordion] Which agents consume credits? > > All Merlin AI agents consume credits: > > * **Native agents:** Every Merlin AI feature listed in [Features That Consume Credits](https://moengage.com/docs/user-guide/settings/account/billing/merlin-ai-usage.md#features-that-consume-credits). > * **Custom Agents:** Every run, including runs that build push, email, in-app, or on-site messaging campaigns, or use [connectors](https://moengage.com/docs/user-guide/ai-and-intelligence/merlin-ai/connectors/connect-external-apps.md). > * **New agents:** Every Merlin AI agent that MoEngage releases later draws from the same pool. > [accordion] How many credits does a task run use? > > Consumption depends on the agent and the task. A single short request, such as a subject line, consumes fewer credits than a task with several iterations, image generation, or campaign creation. To see what each task run consumed, refer to [Review Task-Level Data](https://moengage.com/docs/user-guide/settings/account/billing/merlin-ai-usage.md#review-task-level-data). > [accordion] How do I estimate how many credits I need? > > Use either of the following: > > * **Your own usage:** The **Merlin AI** tab shows credit consumption by day, week, and month, broken down by service and user, so you can identify the use cases that drive consumption. For more information, refer to [Analyze Consumption](https://moengage.com/docs/user-guide/settings/account/billing/merlin-ai-usage.md#analyze-consumption). > * **Your CSM:** Your CSM converts your planned use cases into a monthly credit recommendation based on the complexity of your requirements and tasks. > [accordion] How do I reduce my credit consumption? > > * **Use a lighter model:** For simple tasks, select the **Fast** model instead of a reasoning model such as **Expert**. Lighter models consume fewer credits per task run. > * **Refine your prompts:** Consolidate prompts and avoid redundant iterations within a task run. Clear, specific instructions reduce the number of follow-up adjustments. > * **Adjust Custom Agent schedules:** Run automated Custom Agents less often. For example, run a monitor or report weekly instead of hourly or daily. > * **Review usage trends:** Review task-level data on the **Merlin AI** tab to identify the agents, workspaces, or workflows that consume the most credits, and adjust their configuration. ## Promotional Credits > [accordion] What are promotional credits? > > Promotional credits are complimentary, non-contractual credits that let you try Merlin AI agents and build use cases before you commit to a paid credit pack. > [accordion] How many promotional credits do I get, and where can I see them? > > The **Merlin AI** tab shows your monthly allowance next to your consumption and remaining balance. Your CSM can also confirm your allowance. > [accordion] Are any features restricted on promotional credits? > > No. Every Merlin AI agent feature on your plan works with promotional credits. > [accordion] Do promotional credits expire? > > Yes. Like paid credits, promotional credits load monthly, and unused credits do not carry over. Promotional credits also end when the promotional program ends or when you move to a paid credit pack, whichever comes first. > [accordion] What happens to promotional credits when I buy a paid pack? > > Promotional credits end. They do not stack on a paid pack; your paid monthly allowance replaces them. > [accordion] What happens if I use up my promotional credits? > > Merlin AI agents pause until your next monthly allowance loads. To continue without a pause, buy a paid credit pack through your CSM. ## Usage Tracking and Alerts > [accordion] Where can I track my credit usage? > > On the left navigation menu in the MoEngage dashboard, click **Settings** > **Account** > **Billing**, then select the **Merlin AI** tab. The tab shows the credits used against your monthly allowance and updates as each task run completes. For more information, refer to [View Credit Consumption](https://moengage.com/docs/user-guide/settings/account/billing/merlin-ai-usage.md#view-credit-consumption). > [accordion] Can I see usage in more detail? > > Yes. The **Merlin AI** tab breaks usage down by user, workspace, service, and sub service, with daily, weekly, and monthly trends. Admins can also download the raw task run data to analyze in their own tools. > [accordion] Do admins receive alerts before the account runs out of credits? > > Yes. Admins receive email alerts at 75%, 90%, and 100% of the monthly limit, and a notification when consumption reaches 100%. The alert thresholds are fixed; admins cannot add their own. > [accordion] Are alerts set per workspace or per account? > > MoEngage applies alerts at the account level, because credits are pooled across the account. > [accordion] Can I restrict usage by user, team, or workspace? > > No. Any user with access to Merlin AI agents can draw from the shared pool. ## Limits, Overages, and Admin Controls > [accordion] What happens when I reach 100% of my limit? > > Merlin AI agents pause for your account, and your admins receive an email stating that the account has reached its limit. The rest of the MoEngage platform continues to work as usual. Agents resume when either of the following occurs: > > * Your next monthly allowance loads. > * An admin raises the limit from the **Merlin AI** tab. This option is available on paid credit packs only. > [accordion] Can I keep using agents after reaching my limit? > > Yes, if you are on a paid credit pack. An admin can raise your monthly limit from the **Merlin AI** tab, up to five times your allocated credits. MoEngage bills credits used beyond your pack as overage under the terms of your contract. > [accordion] Can I lower my limit after raising it? > > No. An admin cannot lower a raised limit from the **Merlin AI** tab. At the start of the next month, the limit resets to the base credit allowance of your pack. > [accordion] Does a live campaign stop if the account runs out of credits? > > No. Active campaigns do not consume MoEngage Credits while they run, so reaching your monthly limit does not affect running campaigns. If your account runs out of credits while you build a campaign with an agent, you cannot finalize or launch that campaign until your next monthly allowance loads or an admin raises the limit. Agents always ask for your approval before operations such as publishing a campaign. > [accordion] How do I buy more credits or move to a bigger pack? > > Contact your CSM or account executive. After MoEngage updates your contract, the new monthly allowance applies to your account automatically. ## Rollout and Support > [accordion] When does the credit-based usage limit start? > > The credit-based usage limit starts on January 1, 2027. > [accordion] What should I do before the credit-based usage limit starts? > > Use the period before the limit starts to size your needs: > > 1. Try agents on the use cases you expect to rely on. > 2. Review the **Merlin AI** tab to see how many credits those use cases consume. > 3. Ask your CSM to recommend a credit pack based on that usage. > [accordion] How does Merlin AI handle my data? > > The [MoEngage AI Terms of Usage Policy](https://www.moengage.com/ai-terms-of-usage-policy/) governs how Merlin AI features process data. > [accordion] Who do I contact with questions? > > Contact your CSM for questions about credit allowances, usage planning, and contracts. ## Related Articles * [Merlin AI Usage](https://moengage.com/docs/user-guide/settings/account/billing/merlin-ai-usage.md) * [Custom Agents: Overview](https://moengage.com/docs/user-guide/ai-and-intelligence/merlin-ai/custom-agents/custom-agents-overview.md) * [Billing & Contract FAQs](https://moengage.com/docs/user-guide/settings/account/billing/billing-and-contract-faqs.md) This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.