Steps to troubleshoot
Check the subscriptions associated with this account by clicking Subscription history on the Account Page. An account is churned in Hook if there is a single subscription, with an end date in the past, and no subsequent subscription in place to represent the renewal.
βEnsure the subscriptions are marked as paying and active, in the way this is defined in your CRM. For example, if using Salesforce opportunities, ensure the opportunities are marked as Closed Won.
If the subscriptions on this account have updated within the last 24 hours, this may not be updated in Hook. Updates to account status in Hook will appear after 24 hours.
If the account has expansions, and the base subscription has churned (according to Hook's definition) but the expansion is still active and paying, then the account will appear as churned in Hook. Check with your CRM team that the base subscription end date is correct - this can be found in Subscription history on an account page in Hook.
If the renewal subscription does not yet exist in your organisation's CRM, set one up for this account in the CRM and the customer will no longer appear as churned in Hook (after 24 hours).
Example subscription for a churned account on Oct 31st 2024.
Name: Renewal Oct 2024. Start Date: 20-10-2023. End Date: 20-10-2024
Example subscription for an active account on Oct 31st 2024.
Name: Renewal Jan 2025. Start Date: 20-10-2023. End Date: 20-10-2025
Our implementation team will have worked closely with key stakeholders from your organisation to define the logic for subscriptions. If you have any questions about this, email [email protected].
Related Article: CRM Data: Accounts, Subscriptions and Hook Users