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The Subscription Payment Retention report shows the percentage of customers who successfully make each subsequent payment, starting from their first. Results can be grouped by the month, day, or year of the initial purchase. It highlights how many payment cycles customers complete and where drop-off occurs. This report is most useful for:
  • Measuring customer retention through payment behavior across cohorts
  • Identifying how many customers continue making payments at each billing cycle

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Data presented in this report

Subscription Retention

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Data table (heatmap)

The data table provides a detailed cohort breakdown:
  • Month: The purchase month (or day/year, depending on interval filter)
  • Purchased: The number of new subscriptions started in that period. The count is based on the original purchase date, regardless of any trial period
  • Retention rate: The percentage of the original cohort who completed the latest payment
  • PMT 1–24: Payment percentages after each payment cycle, up to 24. For example, PMT 1 shows how many customers completed after their first payment, PMT 2 after their second, and so on

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How to use the report

You can customize the data displayed in the report using several controls.

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Controls

  • Time range: Select the timeframe for purchase cohorts included in the report (e.g., last 30 days, last 12 months, custom)
  • Interval: Choose how cohorts are grouped (Day, Month, Year)
  • Offer selection: View retention across all offers or focus on a specific offer
Report Controls

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Export information

When you export the Subscription retention over time report, the resulting file will include the same columns and reflect any filters you have applied. This ensures the data in the export matches what is displayed in the report:
  • Month
  • Purchased (amount)
  • Retention rate
  • Payments 1–24

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FAQs

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What does each “PMT” column represent?

Each PMT column shows retention after that number of payments. For example, PMT 3 means the percentage of customers from that cohort who completed their third payment.

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Does retention account for paused subscriptions or only active ones?

The subscription payment retention over time report only considers completed payments. To view subscription churn or growth based on subscription status, refer to the subscription churn rate report.

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Do refunds or chargebacks impact retention?

No. Retention is based only on whether the payment was initially completed. Payments that are later refunded or disputed do not affect the retention rate.

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Does this report include Payment Plans?

No. The subscription payment retention report only includes subscription purchases.