Users at risk
Find the paying users you may be about to lose, with the reason for each: billing issue, cancelled, gone quiet or use halved.
At risk lists paying users who show a sign they may leave, so you can reach out in time.
Open it
- Phone: on the Summary tab, tap the At risk row (it shows only when someone is at risk). Tap a person to open them.
- On the web: the line under the Summary numbers, or Users → At risk chip.
The reasons, strongest first
| Reason | What it means |
|---|---|
| Billing issue | Their payment was declined and the store is retrying. |
| Cancelled | They turned off renewal; they leave when the period ends. |
| Gone quiet | Came on 6 or more days in the 4 weeks before, not at all in the last 7. |
| Use halved | Came less than half as often in the last 14 days as in the 14 before. |
The last two are marked experimental: they guess from behaviour and can be false alarms. They need usage analytics. People in a free trial carry an In trial tag, and paying users who sent no usage at all carry No usage data.
Each row also shows the person’s MRR and when their period ends. A user’s own page shows the same tags at the top.
What you can do
Reach out and ask what’s wrong, remind someone with a failed payment to update their card, or make an offer to someone about to leave.