What is Subscriber Analytics?
Subscriber Analytics shows your store's Starting active, New, Churned, and Ending active subscribers for each month.
To find your Subscriber Analytics, navigate to Analytics > Subscriber in the left-hand menu of the Admin Area.
Filtering
The default view is for all subscribers, but you can filter down to see New, Active, Churned, and Total by subscription plan using the Subscription filter:
To view only New, Active, Churned, Reactivated, Upgraded, or Downgraded you can use the Status filter:
Who is included in my Subscriber Analytics?
Subscriber status | Definition | Criteria |
New | Any net new subscribers to one of your subscription plans. Can be added via direct purchase, admin creation, or API creation. | Subscribers are considered 'New' during the month of their first invoice date. |
Active | Any subscriber who is currently has active access to one of your subscription plans. Can be added via direct purchase, admin creation, or API creation. | Subscribers are considered 'Active' in the first month after the month of their first invoice date, and thereon after unless they cancel their subscription or delete their account. |
Churned | Any subscriber who was previously paying for access to one of your subscription plans. Can be created by subscribers voluntarily cancelling, cancelling due to out of date payment information, or subscription access being revoked by Admin. | Subscribers are considered 'Churned' in the month that they cease to be paying members of one of your subscription plans. |
Reactivated | Any subscriber who was previously an active member of one of your subscriptions plans, churned, and has returned as an Active member using identifiable sign up information from when they were previously an Active member | Subscribers are considered 'Reactivated' in the first month after the month of their first invoice date, and then move to Active for subsequent months |
Upgraded | Any Active subscriber on a lower-priced plan of one duration that moves to a higher-priced plan of the same duration, or a plan of longer duration. | Subscribers are considered 'Upgraded' in the month of their first invoice for the upgraded plan. |
Downgraded | Any Active subscriber on a higher-priced plan of one duration that moves to a lower-priced plan of the same duration, or a plan of shorter duration. | Subscribers are considered 'Downgraded' in the month of their first invoice for the upgraded plan. |
You can also see how many Upgrades and Downgrades you have had each month in the table.
If a subscriber is part of a subscription plan, but has received access to the plan on a discounted rate, they will also be included here.
Subscriber Analytics DOES NOT include the following end users:
Any subscriber who has had a subscription manually assigned to them by an Admin and is not paying for the subscription
In-trial subscribers
How are Starting Active Subscribers calculated?
Starting active Subscribers are the number of active subscribers you start a new month with. They are counted as Active once they have passed the month from their first billing date, or Admin creation or API creation date.
As long as a subscriber continues to make successful payments on their scheduled billing dates for their subscription OR retains access to an Active subscription, they will be included in the monthly Active subscriber total.
If an Active subscriber is On Hold (because there was a problem with their billing) or Pending Cancellation (because they have voluntarily chosen to cancel their subscription), they will remain counted as Active until they have eclipsed their last scheduled billing date and are no longer making payments.
The subscriber count you see in Starting active for one month should be exactly or quite close to the Ending active subscriber count you see for the previous month.
If there are any large discrepancies, please reach out to support.
How are Ending Active Subscribers calculated?
Ending active subscribers are the number of Starting active subscribers you started the month with, plus any New & Reactivated subscribers added and minus any churned subscribers lost in the month.
The subscriber count you see in Ending active for one month should be exactly or quite close to the Starting active subscriber count you see for the next month.
If there are any large discrepancies, please reach out to support.