Skip to main content
Question

The new customer metrics don't match reality.

  • March 7, 2026
  • 1 reply
  • 32 views
S
Forum|alt.badge.img+3

The new customer metrics don't match reality.
Hello,

we recently switched to RevenueCat. After the switch, we started seeing different data.  

As a mobile app, we usually pay close attention to both the number of downloads and the number of users, meaning the users who are active within the app.  

However, there is a discrepancy between the new customer metric in RevenueCat and the new customer metrics in our own main dashboard.

When I read the explanations, phrases like “active” made me think, “It must be counting them as new users because it can't track those who registered earlier.”
Could this be the case?
Can a user who registered before switching to RevenueCat be recognized as a new user when they log in for the first time after switching to RevenueCat?

Or what could the issue be?

1 reply

KitRCAdvocate
Forum|alt.badge.img

This is a known source of confusion when first integrating RC, especially if you already had users before adding the SDK.

 

RC counts a 'new customer' as the first time RC sees a given App User ID — meaning the first time your app calls Purchases.configure() for that user. If your existing users hadn't opened the app since you integrated RC, they'll appear as 'new' the first time they do.

 

So yes — a user who registered months ago can show up as a new RC customer when they first open the app post-integration. This is expected behavior, not a bug.

 

The count usually normalizes over time as your existing user base opens the app and gets initialized in RC. If you have a large dormant user segment, the temporarily elevated 'new customer' count may persist for weeks.

 

Worth checking: are you using the same user identifier in RC that you use in your own dashboard? If RC is using anonymous IDs rather than your own user IDs, the mismatch can be more pronounced.

Terms & ConditionsCookie settingsAccessibility statement