When all Retain Payment Recovery attempts fail, Retain can lock delinquent churn customers out of your app. Locked out customers will not be able to use your platform until they update their payment information using our form. If they update their payment information, their access will be reinstated, and they will be reactivated on the last plan they were on before they churned. Here's an example of this notification: What do we need from you to set up Lockout? The Lockout feature requires our ProfitWell .js web-app Snippet . Contact support@profitwell.com with info on - What URL/domain we should lock users out of once they churn delinquent (usually your web-app site)? If you have a free plan that users are downgraded to once they churn, do you want us to lock them out or allow them to continue having access? Partial Lockout It's possible to only lock customers out of some sections of your web-app, and allow them to continue accessing other sections of the app. To do this, we need you to: Make a detailed list of URLs that you want to lock customers out of within your web-app. Update the Referrer-Policy on those sites to no-referrer-when-downgrade. How do I do this? You can set referrer policies inside HTML. For example, you can set the referrer policy for the entire document with a <meta> element with a name of referrer : <meta name="referrer" content="no-referrer-when-downgrade"> Why do we need this? The Referrer-Policy HTTP header controls how much referrer information (sent via the Referrer header) should be included with requests. Aside from the HTTP header, you can set this policy in HTML, as explained before. For the ProfitWell Lockout feature to work correctly, we need to know where the customer is. If your Referrer-Policy is too strict, we can't check which section of your site that customer is currently logged to.

Firstly, you must fill out this form to provide us with your company details for the SMS setup. *It's imperative that you have a consent form where your users can opt-in to receive text messages. This is a requirement from our SMS provider, Twilio. Then email us a mapping of which email/customer id correlates to which phone number using this template . Note: Please format your phone numbers with the "+" included. Finally, send to support@profitwell.com to get set up! NOTE: you will need to provide us with CSVs of your customers' phone numbers as needed. Why should you be using SMS? SMS is an excellent channel to reach out to your past due customers and recover their failed payments. According to Adobe, 90% of SMS messages are read within 3 minutes. Retain's SMS functionality is designed to target your customers at the right time in a highly personalized fashion. This is included at no additional cost as part of your Retain subscription. How do we get your customer's phone numbers? For those using Stripe, Recharge, and Zuora to manage subscriptions, we automatically pull in all of your customers phone numbers and there is no extra set up required. For those using other subscription management platforms, we'll need you to share a CSV of customers and their phone numbers. A simple two column CSV of customer email or customer ID mapped to phone numbers is great. Since these messages are transactional in nature, you don't need explicit permission from your customers. How do we send SMS messages? We're powered by Twilio for state of the art performance and reliability. But how does it actually work? When a customer's payment fails, we send them 1 SMS message between the first and second payment recovery emails: Customers are then directed to our proprietary no-sign in forms where they can update their payment information. At this time, we don't support customer replies to SMS messages. Customizing your SMS messages: If you're interested in adding some customized copy specific to your brand, please reach out to us. Emojis are encouraged. Preview: You can preview SMS in your Retain control center