As a publisher, maintaining a healthy subscriber base is crucial for the long-term success of your business. At Admiral, we provide robust tools to help you manage and reduce subscription churn. Below, we outline the methods we use to minimize subscription loss and ensure a smooth experience for both you and your subscribers.
1. Stripe's Card Account Update
Admiral integrates with Stripe’s Card Account Update feature, which helps ensure your subscribers' payment details remain up to date. How this benefits you: When a subscriber’s card expires or changes (e.g., lost or stolen card), Stripe automatically updates the card details if the issuing bank supports this feature. This reduces the number of failed payments, allowing you to retain more subscribers without manual intervention.
2. Automatic Retry for Failed Payments
In the event of a failed payment, Admiral’s system will automatically reattempt to charge the card up to three times, spaced three days apart each time.
- After each failed attempt, your subscriber will receive an email notification with a link to update their payment details and instructions for contacting support if they have questions or need further assistance.
- This process gives subscribers the opportunity to correct payment issues before their subscription is disrupted, reducing potential churn.
3. Subscription Cancellation After Failed Renewals
If a subscription renewal fails after four attempts, the subscription will automatically be canceled. The subscriber is notified of the cancellation via email, explaining that their subscription has ended due to unsuccessful payment attempts.
4. Support for Cancelled Subscribers
Even after cancellation, there’s still a pathway to recover the subscriber. Subscribers can simply reply to the cancellation email to seek assistance. Our support team will work with them to:
- Provide a link to resubscribe if they wish to continue their subscription.
- Manually re-add their subscription in cases where the subscription price has changed or requires specific handling.