Troubleshooting
Common issues and quick fixes for SubscriptionMonitor setup, sync, and billing.
Google or Apple sign-in does not return to the app
Section titled “Google or Apple sign-in does not return to the app”Start again from https://subscriptionmonitor.monetizationapps.com/login and allow the Google or Apple redirect to complete.
Use the same sign-in method and email you used when creating the account. A verified email can be linked across methods, but Apple private relay or a different provider email can open a separate workspace.
If you land back on the login page without a session, capture the timestamp, browser, provider, and any visible error before contacting support.
I see a different workspace after signing in
Section titled “I see a different workspace after signing in”Check whether Google or Apple returned the same email address as your original account.
If Apple private relay was used, try the original sign-in method or the original email/password account.
If you see an account-already-exists message, continue with the original Google or Apple method, or reset access from the original sign-in method.
Contact support if both sign-in methods are yours and the workspace still looks wrong.
Dashboard shows no data after connecting Stripe
Section titled “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
Section titled “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
Section titled “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:
- Verify the selected mode in Settings — Test vs Live.
- Verify the key prefix:
- Test uses
rk_test_... - Live uses
rk_live_...
- Test uses
- Generate a new key from the matching Stripe dashboard environment and retry.
MRR or ARR looks incorrect
Section titled “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
Section titled “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
Section titled “Billing does not update after payment”This is normal — billing updates can take a moment to arrive, so the page may not refresh the instant checkout completes.
Wait 30 to 60 seconds, then click Refresh Billing.
Cancel trial or switch to Free fails
Section titled “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
Section titled “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.
