Overview
Subscription counts in the Subscription Monthly Churn Rates explore were appearing higher than what you see in Recharge. We've corrected this and introduced a clearer way to view subscription data at the level that matches Recharge.
Issue
The Subscription Monthly Churn Rates explore was reporting subscription counts at the product level rather than the customer level. This meant customers subscribed to multiple products were counted more than once, causing active subscription counts, new subscriptions, and churned subscriptions to appear inflated compared to what you see in Recharge.
Solution
We made two changes. First, the existing Subscription Monthly Churn Rates explore has been renamed to Subscription Monthly Churn Rates – Product Level, with the product dimension now visible, clarifying that it reports at the month + product level. Second, we created a new Subscription Monthly Churn Rates – Aggregated explore that reports at the month level, matching the subscription counts you see in Recharge.
Merchants should review the following:
- If you're currently using the Subscription Monthly Churn Rates explore, note that it has been renamed and now explicitly reflects product-level reporting.
- Use the new Subscription Monthly Churn Rates – Aggregated explore for customer-level subscription counts that align with Recharge.
- Review any dashboards or saved looks referencing the original explore, as the label and description have changed.