How are churned users calculated?

Churned users

Churn status is worked out automatically through the Receptive integration. If we don't see a user for 30 days we mark them as churned.

So if a user has been in your app (not your Receptive dashboard) in 30 days, they won't be marked as a churned user.

Churned accounts

An account is automatically marked as churned when all the users in an account haven't logged into your app in the last 30 days. 

Customizing your churn settings

If you want to keep all customer users as "active" for longer than 30 days, please email our support team and include your preferred number of days. 

To keep all users "active" permanently, you'll need to request we set this to a longer period (10 years, for example), as there's no way to turn off the churn setting altogether.