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Dashboard & Tools

Get help with charts, customer timelines, and anything related to the RevenueCat dashboard.

  • 307 Posts
  • 685 Replies
307 Posts
sharif
RevenueCat Staff
sharifRevenueCat Staff
posted in Dashboard & Tools
Why are active entitlements empty with an active subscription?

If you have an active subscription that should unlock an entitlement but it doesn't, make sure that subscription's product is added to the entitlement in your dashboard.

0
sharif
RevenueCat Staff
3 years ago
ryan
RevenueCat Staff
ryanRevenueCat Staff
posted in Dashboard & Tools
Subscription or trial should have expired but still shows as active

If you feel like a subscription or trial should have expired, but you see that it’s still active, then that subscription is likely in a grace period.For example, this user signed up for a 3-day free trial of the 1-month subscription on May 5, 2020 which should have converted on May 08, 2020. However, the dashboard shows the expiration date as May 24, 2020. This is because Apple applied a 16-day grace period due to some billing issue. Apple will continue attempting to bill the user until they successfully do so or reach the end of the 16-day grace period, at which point the trial will no longer be active.  

0
ryan
RevenueCat Staff
3 years ago
tina
RevenueCat Staff
tinaRevenueCat Staff
posted in Dashboard & Tools
What time zone is the data in?

Our charts are in UTC, all other dates in the dashboard (such as customer activity) are in your local timezone.

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tina
RevenueCat Staff
3 years ago
tina
RevenueCat Staff
tinaRevenueCat Staff
posted in Dashboard & Tools
User cancelled but still got charged

Did a user reach out to you saying their card was charged after opting out of an auto-renewal? This is possible, and there are a few reasons why it happens:The user cancelled less than 24 hours before the subscription was set to renew. The Apple subscription terms require users to cancel subscriptions at least 24 hours before the next renewal. The user didn't actually opt-out of renewal. Some users will delete the app and expect the subscription to be cancelled. The user somehow has two subscriptions and cancelled only one of them. This is uncommon, but can happen if for example the user has multiple devices using different accounts. The user might have opted back in renewal after opting out.Inspecting the Customer History timeline in RevenueCat can help determine which of these scenarios may have applied. It's important that you can communicate to your customer what may have happened, and help them get a refund if you see fit.

0
tina
RevenueCat Staff
3 years ago
jazmine
RevenueCat Staff
jazmineRevenueCat Staff
posted in Dashboard & Tools
Integrations currency

We report the USD equivalent of all revenue events for our integrations computed from that day's conversion rate.

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jazmine
RevenueCat Staff
3 years ago
ryan
RevenueCat Staff
ryanRevenueCat Staff
posted in Dashboard & Tools
When a purchase isn't showing up in RevenueCat

Sometimes a user will say they've made a purchase but they don't seem to have access to the content in RevenueCat. What gives? There are several reasons why that might happen, and this article will walk you through what you can do to troubleshoot.If there's no purchases showing in the RevenueCat dashboard it means that either no receipt was sent by that App User ID, or the receipt that was sent didn't contain any purchases. In this case you should:Ask the user to Restore Purchases (or someway trigger the restoreTransactions() SDK method). Restoring will re-sync the current receipt on the device with RevenueCat, and unlock any associated content. There are cases, such as network connectivity failures, where the receipt may never make it to RevenueCat after a purchase. There is automatic retry logic built into the SDK to handle these scenarios, but a manual restore is another way to resend the receipt. Try to confirm with the user that they are logged in with the correct Apple ID/Google

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ryan
RevenueCat Staff
3 years ago
ryan
RevenueCat Staff
ryanRevenueCat Staff
posted in Dashboard & Tools
RevenueCat dashboard latency

How often is data updated in the RevenueCat dashboard? Latency of data in the RevenueCat dashboard depends on what you're viewing and how you've set up your app. We can break down the data into three categories:Transactions Charts and metrics Customer ListsTransactions in RevenueCat are new purchases and renewals (including free trials). Transactions will be shown in real-time - this includes the Customer History timelines. For data points other than transactions, things like billing issues detected, auto-renew status changes, etc., will be automatically detected by RevenueCat every few hours, but can be sped up to near real-time by enabling platform server-notifications.Charts and metrics are continuously computed in batches from a snapshot of the transactions and activity at that point in time. As soon as the calculation finishes, is starts again. The computation takes a couple hours to run - so you should expect that level of latency in the charts.Pro tip: Hover over the chart toolt

0
ryan
RevenueCat Staff
3 years ago

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