Troubleshooting

Dashboard shows no data after connecting Stripe

A historical backfill runs automatically on first connect. Allow a few minutes for it to complete.

Check the last sync timestamp at the top of Dashboard.

If the timestamp is absent or stale, go to Settings → Stripe Account Connection and click Refresh Status.

If the connection shows as disconnected, re-run Connect Stripe.

Stripe not connected

Click Refresh Status in Settings → Stripe Account Connection.

Re-run Connect Stripe.

Confirm you selected the correct mode — test vs live.

Restricted key save fails with mode mismatch

If you see a message like The selected mode does not match the key or Selected mode is live, but key belongs to test mode:

1. Verify the selected mode in Settings — Test vs Live.
2. Verify the key prefix:
   • Test uses rk_test_...
   • Live uses rk_live_...
3. Generate a new key from the matching Stripe dashboard environment and retry.

MRR or ARR looks incorrect

SubscriptionMonitor normalizes MRR to a monthly equivalent across all billing intervals. Annual plans are divided by 12.

Trialing subscriptions with a trial end date in the future are not included in MRR until they convert.

Paused subscriptions are excluded from active MRR.

If a recent Stripe change is not reflected, use Refresh Status to trigger a webhook re-sync.

Checkout shows HTTP 502 or checkout_creation_failed

Retry once from Settings → Subscription & Billing.

If it repeats, capture the timestamp and contact support.

Billing does not update after payment

Click Refresh Billing.

Wait 30 to 60 seconds and retry.

Webhook updates can be asynchronous — the page may not reflect checkout completion immediately.

Cancel trial or switch to Free fails

Retry from Settings → Subscription & Billing.

Click Refresh Billing to confirm the latest provider state.

If you still see an HTTP error, capture the timestamp and contact support.

Cohort data is empty or incomplete

Cohort retention grids require at least one full period of historical data after connection.

Cohorts created before your Stripe connection was established are backfilled automatically but may take additional time for older accounts.

If cohort data is missing after 24 hours, contact support with your account email and Stripe account ID.

Contact support

Use monetizationapps.com/contact and include:

Timestamp with timezone.

Account email.

Stripe account ID if applicable.

Screenshot of the error.

Note

Including the timestamp and Stripe account ID usually makes support triage much faster.