Frequently Asked Questions

Quick answers to common questions about GrowPanel. Click the links for detailed guides.

Data & accuracy

Why is my MRR different from Stripe/Chargebee/Recurly?

GrowPanel and your billing platform often show different numbers for legitimate reasons:

• Trials excluded: GrowPanel only counts paying customers in MRR
• Currency conversion: GrowPanel converts all currencies to your reporting currency using daily exchange rates
• Pending invoices: GrowPanel counts paid invoices, not pending charges
• Annual normalization: Annual plans are divided by 12 to get monthly MRR
• Churn timing: Your "recognize churn" setting affects when churned MRR appears

A small variance (under 1%) is normal. For larger discrepancies, see Data Discrepancies for a detailed investigation guide.

Quick fix: Check Settings → Reporting to ensure your churn recognition setting matches your billing platform.

Why does my churn timing differ from Stripe?

Stripe shows churn when a customer cancels. GrowPanel defaults to showing churn when the subscription actually ends.

Example: A customer cancels on January 15th, but their subscription runs until January 31st.

• Stripe: Shows churn on January 15th
• GrowPanel (default): Shows churn on January 31st

This "end-of-period" approach reflects when the revenue impact is actually felt. You can switch to immediate recognition in Settings → Reporting if you prefer Stripe's approach.

How often does GrowPanel sync data?

GrowPanel syncs with Stripe, Chargebee, and Recurly in near-real-time via webhooks. New invoices, subscription changes, and cancellations typically appear within minutes.

The initial historical import may take longer depending on your data volume, but after that, updates are continuous.

Why is my data not updating?

If new transactions aren't appearing in GrowPanel:

1. Check sync status: Go to Settings → Data Sources and check "Last sync" time
2. Webhook issues: For Chargebee/Recurly, verify the webhook URL is correct
3. API key revoked: Generate a new key if the old one was revoked
4. Rate limiting: Large imports may be throttled - wait an hour and check again

See Troubleshooting - Data not syncing for detailed steps.

Why are some customers missing?

Common reasons:

• Import still running: Check progress in Settings → Data Sources
• Filter applied: Look for a "Filtered" badge and clear filters
• Different date range: Adjust the report date range
• Trial customers: Trials appear under "Trial" status, not "Active"

See Troubleshooting - Missing data.

Why does a customer show the wrong MRR?

Check the customer detail page for:

• Multiple subscriptions: GrowPanel sums MRR across all subscriptions
• Currency conversion: The amount is converted to your reporting currency
• Discounts: Some billing platforms report pre-discount amounts differently
• Pending changes: Scheduled upgrades/downgrades may not be reflected yet

Click into the customer to see their full MRR history and subscription details.

My import is taking a long time. Is this normal?

Yes, for accounts with lots of historical data:

Billing platforms have rate limits that slow down large imports. You'll receive an email when import is complete. You can start using GrowPanel with partial data while the import continues.

If it seems stuck: You can cancel an ongoing import in Settings → Data Sources. If it's been running much longer than expected, cancel and try again. If that doesn't help, reach out via the support widget.

See Initial Data Import.

Notifications & reports

How do I get notified when customers churn?

Set up MRR movement alerts:

1. Go to Settings → Notifications
2. Click Add Alert
3. Select "Churn" as the movement type
4. Set a threshold (e.g., $0 for all churn, or $500 for significant churn only)
5. Choose your channel (Email, Slack, Teams, or Webhook)

See Notifications for detailed setup.

How do I turn off notification emails?

To disable or adjust MRR movement notifications:

1. Go to Settings → Notifications
2. Find the alert you want to modify
3. Toggle it off, adjust the threshold, or delete it

For scheduled reports (daily/weekly/monthly):

1. Go to Settings → Notifications → Scheduled Reports
2. Remove yourself from the recipient list or delete the report

Why am I getting notifications that seem wrong?

If MRR movement notifications seem inaccurate:

• Churn timing: Check your "recognize churn" setting in Settings → Reporting
• Currency conversion: Amounts are shown in your reporting currency
• Discounts ending: A discount expiring can show as "expansion"
• Plan changes: Switching plans may show as contraction + new, not as a single change

Click the customer link in the notification to see the full movement details.

Integrations & data sources

Can I connect multiple Stripe accounts?

Yes! Go to Settings → Data Sources and click Add Data Source for each Stripe account. GrowPanel will combine all data in your reports.

Use the "Data Source" filter in reports to view accounts separately or together.

Do you integrate with HubSpot?

HubSpot integration is available for syncing customer data from GrowPanel to HubSpot. This allows you to see MRR data on your HubSpot contacts/companies.

Note: HubSpot is not supported as a billing source (we don't pull revenue data from HubSpot).

See Data Sources for all supported integrations.

How do I remove a connected Stripe/Chargebee account?

In GrowPanel:

1. Go to Settings → Data Sources
2. Click on the data source you want to remove
3. Click Disconnect or Remove

To fully revoke access, also disconnect in your billing platform:

• Stripe: Uninstall the GrowPanel app under Settings → Installed apps
• Chargebee/Recurly: Delete the API key you created for GrowPanel

Historical data from that source will be preserved in GrowPanel unless you specifically request deletion.

Do you support [billing platform]?

Currently supported:

• Stripe
• Chargebee
• Recurly
• Google Sheets (manual import)
• Custom API

For other platforms, use our REST API to push data programmatically.

Use the support widget to request new integrations.

Account & billing

Where do I manage my account settings?

Go to Account → Account to:

• Rename your account: Change the display name shown in reports and emails
• Delete your account: Close your GrowPanel account entirely

This is separate from billing (subscription management) which is under Account → Billing.

See Account for details.

How do I cancel my GrowPanel subscription?

1. Go to Account → Billing
2. Click Cancel Subscription
3. Optionally provide feedback
4. Confirm the cancellation

Your access continues until the end of your paid period. Data is preserved for 30 days after expiration.

See Billing.

What happens to my data if I cancel?

After you cancel your subscription:

• Your data is preserved for 30 days in case you change your mind
• After 30 days, all data is permanently deleted in compliance with GDPR
• This includes customer records, MRR history, and any connected data sources

Export your data before deletion using CSV exports or the API. See Account for details on data retention and GDPR.

What happens when my trial ends?

After your 14-day trial:

• You'll be notified that your trial is up
• Historical data is preserved
• We continue syncing your latest data
• Choose the free plan (available under $200k ARR) or a paid plan to continue

No credit card is required to start, and you won't be charged automatically.

Can I get a refund?

GrowPanel offers a 14-day free trial to evaluate the product. We don't refund paid periods once they've begun.

If you're having issues, reach out via the support widget - we're happy to help resolve problems or extend your trial.

Features & reports

How do I group plans together?

Use Plan Groups to combine related plans for reporting:

1. Go to Settings → Plan Groups
2. Click Create Group
3. Name the group and select which plans to include
4. Save the group

You can then filter and break down reports by plan group.

See Plan Groups.

Can I filter by US state or other custom fields?

Yes! GrowPanel supports:

• Built-in filters: Country, currency, plan, customer age, billing frequency, and more
• Custom variables: Add your own fields like US state, industry, or sales rep

Set up custom variables via the API or Google Sheets import, then use them in filters.

See Filters.

How is churn calculated?

GrowPanel offers two churn recognition methods (configurable in Settings → Reporting):

• Immediate: Churn is counted when the cancellation is submitted
• End of period: Churn is counted when the subscription actually ends

Churn rate = (Churned customers or MRR) / (Starting customers or MRR) × 100

See Churn Reports for detailed explanations.

Troubleshooting

Something looks broken in the UI

If you encounter a display issue or bug:

1. Try refreshing the page
2. Clear your browser cache
3. Try a different browser

If the issue persists, use the support widget and include:

• A screenshot of the issue
• The URL where it occurs
• Your browser and device type
• Steps to reproduce

I need help with something not listed here

Use the support widget in the bottom-right corner of the app, or email [email protected]. We typically respond within 24 hours on business days.

Include your account email and any relevant screenshots. We're a small team and personally respond to every message.

Related pages

• Troubleshooting - Detailed troubleshooting guides
• Data Discrepancies - Why numbers differ
• Notifications - Set up alerts and reports
• Getting Started - New user guides