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Why are all my free trials resulting in BILLING_ERROR?

Forum|Forum|4 years ago
September 2, 2021
26 replies
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gas
Helper

Something strange has been happening over this last week. Each user who starts a free trial has it automatically cancelled due to a billing error. Event data reported by RC contains "cancel_reason": "BILLING_ERROR".

The app currently looks for billing issues (via billingIssueDetectedAt in RCEntitlementInfo) and guides the user to update their App Store billing. Beyond this, to prevent revenue loss, I’ve switched to a discounted offering without a free trial while I figure out what’s going on.

For context, it’s an iOS app using Purchases v3.11.1 (although this is probably not an SDK issue).

Any ideas as to what’s happening here?

Best answer by sharif

An issue in in-app purchases usually effects all users, so if you’re able to subscribe on your own phone then it’s likely not an issue in your configuration. Mobile apps tend to have high churn and billing issue rates. If you just shipped your app recently and these are your first customers, you may not really have a baseline for what churn looks like for your app.

As always, if you feel something looks off, you can reach out to support with some specific examples that we can look into.