Troubleshooting
Find solutions to common issues with LostChurn, from webhook delivery to dashboard data discrepancies.
Something not working as expected? Start with the guides below. Each article walks through Symptoms, Common Causes, Step-by-Step Fix, and what to do if the problem persists.
Common Issues
Webhooks Not Arriving
No new events in your dashboard, or "Last webhook: never" after connecting your PSP.
Retries Not Firing
Payments stuck in "Silent Retry Pending" with no retry attempts being made.
Emails Not Delivering
Dunning emails sent but not received by customers, or high bounce rates.
SMS Not Sending
SMS messages showing "Failed" status or not being received by customers.
Connection Errors
"Connection Error" badge on your integration, or data sync has stopped.
Dashboard Data Wrong
Metrics don't match your PSP dashboard, or transactions appear to be missing.
Quick Checks
Before diving into a specific guide, try these first:
- Check the status page -- visit status.lostchurn.com to see if there is an active incident affecting the platform.
- Verify your integration is connected -- go to Settings > Integrations and confirm your PSP shows a green Connected badge.
- Review the event log -- navigate to Events in the dashboard to see if events are arriving but failing to process.
- Clear your browser cache -- some display issues resolve after clearing the cache and refreshing the page.
Frequently Asked Questions
Have a general question that is not tied to a specific issue? Check the FAQ for answers to the most common questions about how LostChurn works.
Contact Support
If none of the guides above solve your problem, reach out to our support team:
- Email: support@lostchurn.com
- Live chat: available in the bottom-right corner of your dashboard (business hours, Mon--Fri 9 AM--6 PM ET)
- Response time: most issues are resolved within 4 hours during business hours