Usage Limits

A user counts toward your MAU when they do any of the following within a rolling 30-day period:

• Respond to a feedback form — They partially or fully submit a response through any Encatch form (in-app or survey link)
• Are identified through the SDK — You identify them in your app (e.g., when a user logs in)
• Trigger a tracked event — They perform an action you record with trackEvent() through the SDK (Growth plan and above)
• Are ingested via the API — You create or update a user profile through the Admin API (e.g., from your backend, or from a tool such as Zapier, n8n or your CDP)

Each unique user per project is counted once within the rolling window, no matter how often they do these things. If someone submits 10 feedback forms in the same project, they still count as 1 MAU for that project.

Passive events like form impressions or dismissals without any submission do not count toward MAU.

For most in-app setups, MAU closely aligns with the number of users who logged into your product in the past 30 days.

When you embed Encatch on a public website without identifying users, MAU works differently:

A visitor counts toward MAU when any of the following occurs within the rolling 30-day window:

• They partially or fully submit a feedback form
• Allow event tracking for visitors is enabled in Settings → User Data → Tracked Events (Growth plan and above), and the visitor triggers a trackEvent() call

Passive traffic — pageviews, form impressions, or dismissals without a submission — does not count toward MAU unless a tracked event is recorded as above (requires Growth plan and above). Anonymous page traffic is measured separately under your page views limit (see below).

Unique anonymous visitors are recognized via a browser cookie, or in cookieless mode via a combination of IP address and user agent. One visitor can interact with multiple forms or events and still counts as 1 MAU for the rolling window. In cookieless mode the visitor ID rotates every 24 hours, so a visitor who returns on another day may count as a new MAU.

If you run a single anonymous form and visitor event tracking is disabled, your MAU number will usually be close to the number of users who started or completed that form in the past 30 days.

If you send user data to Encatch through the Admin API — from your own backend, or from a tool such as Zapier, n8n or your CDP — any user for whom we receive data within the rolling 30-day window is counted toward MAU. This includes:

• User profiles created or updated via the Admin API
• User traits sent with those profiles

The same rolling-window and uniqueness rules apply: each user is counted once per 30 days, regardless of how many API calls or sync events they generate.

MAU is a gliding metric:

• It always represents activity from the past 30 days
• It is updated every few minutes in your billing dashboard
• It does not reset to zero when a new billing cycle or calendar month starts

As user activity ages beyond 30 days, those users naturally drop out of the count — even mid-cycle. Your plan limit stays the same; only the measured usage window moves forward continuously.

MAU is the only usage limit scoped to the project level. Users are unique within each project, not across your organization.

The same person active in two different projects is counted as two MAU — for example, a user in Project A and Project B contributes 2 MAU toward your plan limit.

All other limits on this page — tracked events, page views, feedback responses, and AI credits — are pooled at the organization (account) level across all projects.

There are no separate MAU categories — all users who respond, are identified, trigger events, or are ingested via the API count toward your plan’s MAU limit.

When you reach your MAU limit:

• New users who haven't been counted yet won't see or trigger feedback forms until capacity opens up — either because older users roll off the 30-day window or because you raise your limit.
• Users already counted in the current rolling window can keep interacting as usual.
• You won't be charged overage — access is simply limited until usage falls back within your plan or you upgrade.
• To grow beyond your limit, you can upgrade your plan from the billing screen in your admin console.

Plan ahead: If you expect a traffic spike, consider scaling your MAU limit in advance so new users can still access your feedback forms.

Event tracking is included on the Growth plan and above only. Free and Team plans do not include tracked events.

On Growth, your plan includes a tracked events limit equal to 20× your MAU plan limit — a fixed allowance tied to the MAU tier you select. Unlike MAU, this is a plan limit measured per billing cycle, not a rolling 30-day window. For example, a 1,000 MAU plan includes 20,000 tracked events, a 10,000 MAU plan includes 200,000, and a 50,000 MAU plan includes 1,000,000 per billing cycle.

Form responses and form lifecycle signals — such as feedback shown, dismissed, started, or submitted — do not count toward the tracked events limit. Submissions are measured under Feedback Responses instead.

Tracked events are a separate limit from MAU and responses. Hitting your MAU cap or responses fair usage cap does not automatically mean you have hit your tracked events limit, and vice versa.

When you reach your tracked events limit:

• New tracked events are not ingested until the next billing cycle, until you buy a Tracked Events add-on, or until you upgrade your plan.
• Existing data and features already built on tracked events continue to work for users and events already recorded.
• You won't be charged overage — ingestion is paused until your allowance resets, you buy an add-on, or you upgrade.

If you need more tracked events, choose the option that fits your situation:

• Temporary spike this cycle — Buy a Tracked Events add-on from the billing screen. Add-on units apply to the current billing cycle and expire when it ends.
• Regular, ongoing need — Upgrade to Growth or a higher MAU tier on Growth. Because tracked events scale at 20× MAU, a larger plan raises both limits together.

Plan ahead: For a one-off rollout or short-term spike, buy an add-on before usage peaks. If you consistently track more events every cycle, upgrading your plan is usually the better long-term fit.

Page views apply only to unidentified (anonymous) visitors:

• After you call startSession(), each page load or navigation the SDK records for an anonymous session counts toward your page views limit
• Identified users are not counted toward page views — once a user is identified through the SDK, their screen views aren't metered at all; they count once toward MAU, and only their trackEvent() calls count as tracked events

Your plan includes a page views limit equal to 20× your MAU plan limit — a fixed allowance tied to the MAU tier you select. Unlike MAU, this is a plan limit measured per billing cycle, not a rolling 30-day window. For example, a 1,000 MAU plan includes 20,000 page views, a 10,000 MAU plan includes 200,000, and a 50,000 MAU plan includes 1,000,000 per billing cycle.

Each anonymous page view — such as an initial load or SPA navigation tracked via trackScreen() after startSession() — counts as one page view. Form impressions, dismissals, and submissions do not count toward this limit.

Page views are separate from MAU and tracked events. High anonymous traffic can consume page views without affecting how identified users are measured.

When you reach your page views limit:

• Auto tracking stops for anonymous visitors — the SDK stops sending trackScreen() updates and ping requests that check for eligible forms until your allowance resets, you buy a Page Views add-on, or you upgrade.
• New page views are not ingested for the rest of the billing cycle (unless capacity is restored as above).
• Responses and data already collected remain available in your dashboard, reports, and destinations.
• You won't be charged overage — tracking and ingestion resume once capacity is available again.

If you need more page views, choose the option that fits your situation:

• Temporary spike this cycle — Buy a Page Views add-on from the billing screen. Add-on units apply to the current billing cycle and expire when it ends.
• Regular, ongoing need — Upgrade your plan to a higher MAU tier. Because page views scale at 20× MAU, a larger plan raises both limits together.

Plan ahead: For a one-off traffic spike, buy a Page Views add-on before usage peaks. If anonymous traffic is consistently high every cycle, upgrading your plan is usually the better long-term fit.

Limits depend on your plan:

• Free plan — 100 responses per month. When you reach the cap, new submissions are not accepted until the next month or until you upgrade.
• Paid plans — Responses are unlimited, with a fair usage policy (FUP) cap of 20× your MAU plan limit per billing cycle. For example, a 1,000 MAU plan includes up to 20,000 responses, a 10,000 MAU plan includes 200,000, and a 50,000 MAU plan includes 1,000,000 per billing cycle under fair usage.

A response is one partial or fully submitted form submission from an in-app feedback form or survey link tied to your workspace. Form impressions or dismissals without any submission do not count toward this limit.

Responses are not tracked events. Form submissions are measured here — not under the tracked events meter (which covers trackEvent() calls only).

Responses are a separate limit from MAU. One user can submit multiple forms and contribute multiple responses while still counting as a single MAU.

Free plan — When you reach 100 responses in a month, new submissions are paused until the next month or until you upgrade to a paid plan.

Paid plans — When you reach the fair usage cap:

• New responses are not accepted until the next billing cycle, until you upgrade your plan, or until support adds more units to your account.
• Responses already collected remain available in your dashboard, reports, and destinations.
• You won't be charged overage — collection is paused until your allowance resets, support adds more units, or you upgrade.

If you need more response capacity, choose the option that fits your situation:

• Temporary spike this cycle — Contact our support team to request additional response units as an add-on for the current billing cycle.
• Regular, ongoing need — Upgrade your plan to a higher MAU tier. Because the fair usage cap scales at 20× MAU, a larger plan raises both limits together.

Plan ahead: For a one-off campaign or short-term spike, contact support to add response units before volume peaks. If you consistently collect more responses every cycle, upgrading your plan is usually the better long-term fit.

• AI form generation with Encatch AI
• Feedback Intelligence analysis (1 credit per analysis run)
• Encatch AI filters on destinations (Jev filters have no extra cost while Jev is experimental)
• AI translation of questions
• AI translation of responses
• AI Refine text, when respondents refine their answers

Analyse with your AI and the Encatch MCP server use your own AI tool, so they don't use Encatch AI credits.

• Your allowance resets every month, on monthly and annual plans alike.
• Usage is shown in your billing screen in the admin console.
• When credits run out, AI features are paused until the next billing cycle or until you buy an AI Credits add-on (Team and Growth). Add-on credits apply to the current cycle and expire when it ends.
• AI credits do not count toward MAU — they are a separate limit.

Go to the billing menu in the left sidebar of your dashboard. You’ll see current usage for MAU, tracked events, page views, responses, AI credits, and other limits.

MAU does not reset on a fixed schedule. It is a rolling 30-day count that updates continuously — users with activity older than 30 days drop off automatically. A new billing cycle or calendar month does not zero out your MAU number.

Limits measured per billing cycle, such as tracked events, page views, and feedback responses on paid plans, follow your billing-cycle date. On annual plans they reset every month, not once a year. If you change from one paid plan to another paid plan, your new billing cycle starts on the plan-change date, and future billing-cycle allowance resets follow that date. MAU remains a rolling 30-day metric and does not reset with a plan change.

Yes. Any user who partially or fully submits a feedback form — whether in-app or via a survey link — counts toward your MAU for the rolling 30-day window. Each unique respondent is counted once, even if they submit multiple forms.

Yes, when they partially or fully submit a form, or — on Growth plan and above — when Allow event tracking for visitors is enabled in your project settings and they trigger a trackEvent() call. Visitors who only view a page, see a form, or dismiss it without submitting anything are not counted unless a tracked event is recorded (Growth plan and above). Partial and full submissions both count — a user who starts but does not finish a form still contributes 1 MAU for that rolling window. Unique anonymous visitors are recognized via a browser cookie, or in cookieless mode via IP address and user agent (the cookieless ID rotates every 24 hours, so a returning visitor may count again on another day). Anonymous page loads are counted toward your page views limit instead.

Any user you create or update through the Admin API — whether from your backend or from a tool such as Zapier, n8n or your CDP — counts toward MAU if we process that data within the rolling 30-day window. Each unique user is counted once, the same as SDK-identified users.

Move to a higher MAU tier from the billing screen in your admin console. The change is prorated and your billing cycle restarts on the change date. Self-serve tiers go up to 140,000 MAU; from 150,000 MAU, talk to sales.

Event tracking — including trackEvent(), behavior-based segmentation, and tracked-event form triggers — is available on the Growth plan and above only. It is not included on Free or Team. If you need event tracking, upgrade to Growth from the billing screen in your admin console.

Event tracking is available on the Growth plan and above. On Growth, your tracked events allowance is 20× your MAU plan limit — a fixed plan cap per billing cycle, not a rolling window. A 10,000 MAU plan includes up to 200,000 tracked events per billing cycle. Each trackEvent() call counts as one event, for identified and anonymous users alike. Screen views (trackScreen()) are never tracked events. Form responses are not tracked events — submissions are measured under Feedback Responses. Form lifecycle signals (shown, dismissed, started) also do not count. Anonymous page loads are measured under page views, not tracked events.

No. Form responses are a separate meter. Tracked events cover behavioral signals sent via trackEvent() only. Partial or fully submitted form submissions are counted under Feedback Responses, not tracked events.

New tracked events stop being ingested until the next billing cycle, until you buy a Tracked Events add-on, or until you upgrade your plan. You are not charged overage fees. MAU and tracked events are independent limits — reaching one does not automatically mean you have reached the other.

Yes, on Growth. For a temporary spike in the current cycle, buy a Tracked Events add-on from the billing screen; add-on units expire at the end of the cycle. If you regularly need more events every cycle, upgrade to a higher MAU tier on Growth — tracked events scale at 20× MAU, so a larger tier increases both limits.

Your page views allowance is 20× your plan’s MAU limit — a fixed plan cap per billing cycle for anonymous website traffic, not a rolling window. A 10,000 MAU plan includes up to 200,000 page views. After startSession(), each page load or navigation the SDK records for an unidentified visitor counts as one page view. Identified users are not counted toward page views — their screen views aren't metered at all. Form impressions, dismissals, and submissions do not count toward page views.

No. Page views are counted for anonymous visitors only. Once a user is identified through the SDK, their screen views aren't counted toward page views or tracked events. Identified users count once toward MAU.

No. Page views and MAU are separate meters. Page views track anonymous page loads and navigations recorded after startSession(). How a visitor counts toward MAU depends on whether they are identified and how they interact with your forms — see the Anonymous website visitors accordion under MAU above.

Auto tracking stops for anonymous visitors — the SDK stops sending trackScreen() updates and ping requests that check for eligible forms. New page views are not ingested until the next billing cycle, until you buy a Page Views add-on, or until you upgrade your plan. You are not charged overage fees. Responses and data already collected remain fully accessible.

Yes, on Team and Growth. For a temporary spike in the current cycle, buy a Page Views add-on from the billing screen; add-on units expire at the end of the cycle. If you regularly need more page views every cycle, upgrade to a higher MAU plan instead — page views scale at 20× MAU, so a larger tier increases both limits.

On paid plans, yes — there is no per-response charge. Unlimited collection is subject to a fair usage policy cap of 20× your MAU plan limit per billing cycle. On the Free plan, responses are capped at 100 per month — upgrade to a paid plan for unlimited collection.

The Free plan includes 100 responses per month. Partial and fully submitted form submissions both count. When you reach the cap, new responses are not accepted until the next month or until you upgrade.

A response is one partial or fully submitted form submission from an in-app feedback form or survey link. Impressions or dismissals without any submission do not count. Responses are not tracked events — they are measured separately under Feedback Responses.

New responses stop being accepted until the next billing cycle, until you upgrade your plan, or until support adds more units to your account. You are not charged overage fees. Responses already collected remain fully accessible in your dashboard, reports, and destinations.

When you reach 100 responses in a month, new submissions are paused until the next month or until you upgrade to a paid plan. Responses already collected remain fully accessible.

Yes. For a temporary spike in the current cycle, contact our support team to request response add-on units. If you regularly collect more responses every cycle, upgrade to a higher MAU plan instead — the fair usage cap scales at 20× MAU, so a larger tier increases both limits.

MAU is the only limit scoped per project. The same user active in two projects counts as 2 MAU toward your plan limit.

Tracked events, page views, feedback responses, and AI credits are all pooled at the organization (account) level — every project in your workspace draws from the same allowance. Check the billing screen in your admin console for organization-wide usage.

Yes. AI credits are applied at the organization (account) level and shared across all projects in your workspace. Check your billing screen for current usage and allocation.