To enable trial tracking, navigate to the Subscription Tracking section in Account Settings and click on Churn.

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Step 1 - select how churn is tracked

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The first question asks you to select how churned customers are identified in your data. There are 2 options:

  1. via a customer trait - Select this option if you have some 'churn' flag attached to customers as a trait when tracked with your analytics service - e.g. each customer has a isChurned trait in Segment/Mixpanel.
  2. via an event - Select this option if you send an event when customers cancel their subscription/account - e.g. your analytics service sends a Account deactivated event when a customer cancels their account.

Step 2 - select data that identifies churn

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Depending on your choice in Step 1, you'll need to select the trait or event that identifies churn here:

  1. via a customer trait - Select the trait that flags a customer as churned - e.g. the isChurned trait.
  2. via an event - Select the event sent whenever a customer cancels their account/subscription - e.g. the Account deactivated event.