Find your revenue leaks

When a member cancels, they chose to go. When their card fails, they didn't choose anything: their bank said no, and if nobody notices, the membership quietly ends. That's involuntary churn, and it's the cheapest revenue to win back, because the member still wants to be there.

Find yours

Open Chat and ask: "Which members have failed payments right now?" Opal looks through your payments and lists the members whose payments have failed since their last successful one.

Ask her which of them have failed more than once, and reach those first. Your payment gateway retries a failed card a few times, then cancels; check your gateway's retry settings for how many.

A worked example

Opal shows six members with failed payments, and two of them are one failure away from losing access. Start with those two. Send each a short, friendly note asking them to update their card, with a link to do it. Their card has probably just expired. Then work through the other four.

One more number

Ask Opal to compare your revenue churn with your member churn. Member churn counts people who left; revenue churn counts the money that left. If revenue is falling faster than members, it's often your higher-priced members who are slipping away.

The common mistake

Treating everyone who left the same way, and sending a "we miss you" email to someone whose card simply failed. They never meant to leave. Tell them what happened and how to fix it in a minute.

When Opal can't tell

On some setups the payment records can't reliably tell a failed card from a cancellation. When that's true for your site, Opal tells you she can't check it, rather than give you a clean report that isn't real.