Subscription Churn Prevention Guide

Overview

Admiral’s Churn Prevention tools allow publishers to configure personalized retention offers when a subscriber attempts to cancel. This proactive approach can reduce churn, retain revenue, and improve subscriber experience.

This guide walks you through how Churn Prevention works, including the settings to configure and what your subscribers see when they cancel.

 

Pre Work

Before doing the steps further detailed in this guide, you should first make sure that you have done the following:

• Set up Any Specific Offers or Discounts to be the 'Retention Incentives'. 

 

Creating New Offer WITH Churn Prevention Enabled

While creating a new sub-offer (or editing an existing one) to enable Churn Prevention on a subscription offer, you must toggle the setting from "Disabled" (gray, with a circle on the left) to "Active/Enabled" (blue, with a checkmark on the right). Then, complete all of the configuration settings described below to ensure proper setup.

Churn Prevention Settings (In-Depth Explanation)

1. Pre-Cancellation Message Section

This setting details what the subscriber will see when the churn prevention screen appears.

• Headline (Required!): Custom, attention-grabbing line (character limit recommended — exact number TBD)
• Message (Required!): Brief message explaining the offer, value, or encouragement to stay — exact number TBD)
  
  

2. Settings Section

• Eligibility Minimum sets the minimum duration the subscriber must be subscribed to be eligible (measured in months, days, years, or billing periods) or whether they are immediately eligible.
• Cooldown Count determines the time a subscriber must wait after accepting their most recent churn prevention offer or discount to be eligible for this one. 

3. Offers or Discounts Section

You can add up to two (2) discounts or offers (Max Allowed) to display as retention options. To select these, please click the gray box under this header, and then you will be able to select existing offers or discounts.

• Please Note: Offers = (box symbol) & Discounts = ($ sign in Circle)

🚫 If you attempt to save without adding an offer or discount, the system will display an error: ‘Missing prevention offers or discounts.’

• Also note: If you have not already set up discounts or offers, you will not be able to create new ones at this time. Please finish and then come back to edit and add them later.

 

Subscriber Experience

When a subscriber attempts to use the Subscriber Portal (my.getadmiral.com/manage) to cancel their subscription (Subscriber How-To Guide Here) and churn prevention is active, they’ll see the following:

Churn Prevention Offer Screen

• The headline/message you configured
• Up to 2 offers/discounts (e.g., “$1 off” or “50% off”) with buttons: Apply to current plan
• A link below: Continue to cancellation

💬 They can choose a retention offer or continue with cancellation.

 

Possible Error: Missing Payment Method

If a subscriber clicks “Apply to current plan” but doesn’t have a payment method on file, they’ll see this red error banner: Error accepting churn prevention discount: paymentMethod required

Publishers are encouraged to require payment upon sign-up before churn prevention triggers are activated.

 

Final Cancellation Screen

If the user continues, they’ll land on the standard cancellation confirmation page. This page includes optional feedback options like: 

• I can't afford it anymore.
• The fee is too expensive.
• I don’t visit this site anymore.
• I’m subscribing to another site instead.
• There isn’t enough original content.

Note: If you would like to see this list adjusted, please contact your Customer Love Account Manager.

However, once the user clicks the “Cancel My Subscription” button, they will see a confirmation message stating that their subscription has been canceled (at the end of their current billing cycle). They will also receive an automated confirmation email.

Also note that no special logic or offer appears here — the churn prevention step occurs before this final stage.