Troubleshooting

Having issues with GrowPanel? This section covers common problems and their solutions. If you can't find an answer here, contact our support team.

Common issues

Data and sync issues

• Data not syncing
• Missing customers or invoices
• Import taking too long
• Duplicate data

Metric discrepancies

• MRR doesn't match billing platform
• Churn numbers seem wrong
• Currency conversion issues

Connection problems

• Can't connect data source
• OAuth errors with Stripe
• Webhook failures

Account issues

• Can't sign in
• Not receiving emails

Data not syncing

Symptoms: New transactions in your billing platform aren't appearing in GrowPanel.

Possible causes and solutions:

To check sync status:

1. Go to Settings → Data Sources
2. Check the status and "Last sync" time
3. Click on the source to see detailed sync history

Missing data

Symptoms: Some customers or invoices aren't appearing in GrowPanel.

Possible causes and solutions:

To verify:

1. Search for the specific customer in the Customers list
2. Check if filters are hiding data (look for "Filtered" badge)
3. Review the import progress in Data Sources

Slow import

Symptoms: Initial data import is taking many hours.

This is normal for accounts with:

• Many thousands of customers
• Years of historical data
• Millions of invoices or transactions

What's happening:

1. GrowPanel fetches all historical data
2. Billing platforms have rate limits
3. Large accounts are processed in batches

What to do:

• Let the import continue - you'll receive an email when complete
• Check progress in Settings → Data Sources
• You can start using GrowPanel with partial data while import continues

Estimated times:

Duplicate data

Symptoms: Same customer or transaction appears multiple times.

Possible causes and solutions:

Note: If you connect both a Stripe test account and live account, you may see test data mixed with real data. Remove the test connection if not needed.

MRR doesn't match billing platform

Symptoms: GrowPanel's MRR is different from your billing platform's dashboard.

Common reasons for differences:

To investigate:

1. Export both reports for the same date range
2. Compare at the customer level
3. Check reporting currency settings
4. Review churn recognition setting in Settings → Reporting

See Understanding MRR differences for detailed explanation.

Churn numbers seem wrong

Symptoms: Churn rate or churned MRR doesn't match expectations.

Check these settings:

1. Churn recognition timing (Settings → Reporting)

   • "Immediate" counts churn when canceled
   • "End of period" counts churn when subscription ends

2. Auto-churn past-due setting

   • Customers past-due beyond this threshold are counted as churned

3. Date range

   • Ensure you're viewing the correct period

Common misunderstandings:

Currency conversion issues

Symptoms: Revenue numbers in reports don't match expected conversions.

How GrowPanel handles currency:

1. Multi-currency revenue is converted to your reporting currency
2. Daily historical exchange rates are used
3. You can optionally fix rates at a specific date

To troubleshoot:

1. Check your default reporting currency in Settings → Reporting
2. Use the currency filter to view a specific currency
3. Enable "Fix exchange rate" to remove FX fluctuations
4. Compare individual transactions in the customer detail page

Can't connect data source

Symptoms: Error when trying to add Stripe, Chargebee, or Recurly.

For Stripe (OAuth):

For Chargebee/Recurly (API key):

Stripe OAuth errors

Symptoms: Error during Stripe connection or disconnected unexpectedly.

Common issues:

To reconnect:

1. Go to Settings → Data Sources
2. Remove the existing Stripe connection
3. Click Add Data Source → Stripe
4. Complete the OAuth flow again

Webhook failures

Symptoms: Data source shows webhook errors; real-time sync not working.

To troubleshoot:

1. Check webhook logs in your billing platform (Chargebee/Recurly)
2. Verify the webhook URL matches what's shown in GrowPanel
3. Ensure the webhook isn't disabled
4. Test the webhook from your billing platform

Common fixes:

• Re-copy the webhook URL from GrowPanel
• Delete and recreate the webhook
• Verify no firewall is blocking GrowPanel's IP addresses

Can't sign in

Symptoms: Unable to access your GrowPanel account.

Not receiving emails

Symptoms: No notification emails, scheduled reports, or password resets.

Check:

1. Your spam/junk folder
2. That emails from growpanel.io aren't blocked
3. Your email address in Account → Profile
4. Notification settings in Settings → Notifications

Add to safe senders:

• [email protected]
• [email protected]
• [email protected]

Understanding MRR differences

GrowPanel calculates MRR based on invoices, which may differ from your billing platform's real-time view.

GrowPanel's approach:

1. Imports all invoices from your billing source
2. Calculates MRR from subscription invoices
3. Normalizes to monthly (annual plans divided by 12)
4. Converts to reporting currency using daily rates

This may cause differences with:

• Real-time dashboard in Stripe/Chargebee/Recurly
• Platforms that use different MRR definitions
• Reports that include pending/draft invoices

For the most accurate comparison:

1. Export customer-level data from both systems
2. Reconcile on a per-customer basis
3. Check calculation methodology in both platforms

Still need help?

If you can't resolve your issue:

1. Email support: [email protected]
2. Include:
   • Your account email
   • Description of the issue
   • Screenshots if applicable
   • Steps you've already tried

We typically respond within 24 hours on business days.