FAQ

Payment Recovery

Will LostChurn retry payments that are already being retried by my PSP?

No. LostChurn detects and respects your PSP's built-in retry schedule. When LostChurn receives a payment_failed webhook, it checks whether your PSP has its own automatic retry configured for that invoice. If it does, LostChurn waits for the PSP's retries to complete before starting its own recovery process. This prevents double-charging and conflicting retry schedules.

If you want LostChurn to take over retry management entirely, you can disable your PSP's built-in retries. For Stripe, this is under Settings > Subscriptions and emails > Manage failed payments > Retry schedule.

What happens if a customer pays directly while LostChurn is retrying?

LostChurn monitors for payment_succeeded and invoice.paid webhooks in real time. The moment a successful payment is detected -- whether from a customer manually paying, your PSP's own retry succeeding, or any other source -- LostChurn immediately:

1. Cancels any pending retry attempts for that payment
2. Stops any active dunning campaign messages
3. Marks the recovery as Recovered in the dashboard

There is no risk of double-charging because LostChurn uses idempotency keys for all retry requests and reacts to success events within seconds.

How does LostChurn decide when to retry a payment?

LostChurn uses an ML model trained on millions of payment retry outcomes to select the optimal retry time. The model considers:

• Decline type -- soft declines like insufficient_funds are retried sooner than ambiguous codes
• Time of day -- retries are more likely to succeed during business hours in the cardholder's timezone
• Day of week -- success rates vary by day, with paydays showing higher recovery rates
• Attempt history -- each subsequent retry is spaced further apart to avoid triggering rate limits or fraud detection
• Card type and issuer -- some issuers have known retry windows that the model accounts for

You can override the ML timing by configuring manual retry intervals in Settings > Recovery > Retry Schedule.

Can I manually retry a payment?

Yes. Open the payment detail page and click Retry Now. This immediately submits the payment to your PSP, bypassing the scheduled retry time and quiet hours. Manual retries are logged in the retry history with a "Manual" badge.

What decline codes does LostChurn recognize?

LostChurn classifies over 210 decline codes across all supported payment processors into four categories: Soft Retry, Hard Customer, Terminal, and Unknown. See Decline Categories for the full mapping.

Integrations

Can I use LostChurn with multiple payment processors?

Yes. You can connect as many payment processors as you need. Each connection is independent -- LostChurn tracks recovery metrics, campaigns, and retry schedules separately for each PSP. You can view aggregated metrics across all processors in the dashboard or filter by processor.

To add another processor, go to Settings > Integrations and click Add Integration.

Which payment processors does LostChurn support?

LostChurn supports 13 payment processors, including Stripe, Braintree, Paddle, Recurly, Chargebee, GoCardless, Adyen, Checkout.com, Mollie, Authorize.Net, PayPal, Square, and Zuora. See Integrations for processor-specific setup guides.

Does LostChurn work with Stripe Billing and Stripe Subscriptions?

Yes. LostChurn integrates natively with Stripe's subscription billing. It listens for invoice.payment_failed events generated by Stripe Billing and can retry the underlying payment intent. All Stripe Billing features -- proration, metered billing, trials, coupons -- are fully compatible.

Compliance and Security

How does LostChurn handle PSD2/SCA requirements?

When a payment requires Strong Customer Authentication (SCA) under PSD2, the PSP returns a specific decline code indicating that 3D Secure authentication is needed. LostChurn detects this and classifies it as a Hard Customer decline -- it will not attempt silent retries because the customer must complete the authentication step.

Instead, LostChurn sends the customer a dunning email containing a secure link to complete 3D Secure authentication. Once the customer authenticates and the payment succeeds, LostChurn marks the recovery as complete.

Is my data secure?

Yes. LostChurn is designed with security as a core requirement:

• Encryption in transit: all data is transmitted over TLS 1.3
• Encryption at rest: all stored data is encrypted using AES-256
• No card numbers stored: LostChurn never stores raw card numbers, CVVs, or other PCI-sensitive data. It only stores tokenized references from your PSP.
• PCI DSS Level 1: LostChurn is PCI DSS Level 1 certified, the highest level of compliance
• SOC 2 Type II: LostChurn is pursuing SOC 2 Type II certification. See Security Compliance for details
• Data isolation: each customer's data is logically isolated at the database level

Who can access my LostChurn account?

Access is controlled through your account's team management settings. LostChurn supports three roles:

You can manage team members in Settings > Team. All actions are logged in an audit trail accessible to Owners and Admins.

Does LostChurn comply with GDPR?

Yes. LostChurn is GDPR-compliant. Key provisions include:

• Data Processing Agreement (DPA): available for all customers, required for EU-based businesses. Contact support to execute the DPA.
• Right to deletion: you can delete any customer's data from LostChurn via Settings > Privacy > Data Deletion. This removes all payment records, campaign history, and analytics data for that customer.
• Data export: you can export all data associated with a customer for subject access requests via Settings > Privacy > Data Export.
• EU data residency: LostChurn offers EU-hosted infrastructure for customers who require data to remain within the European Union. Contact sales to enable this.

Billing and Plans

What is your uptime SLA?

LostChurn guarantees 99.95% uptime for all paid plans. This is measured monthly and excludes scheduled maintenance windows (which are announced at least 72 hours in advance and scheduled during low-traffic periods).

If uptime falls below 99.95% in a given month, affected customers receive service credits automatically. Details are in the Service Level Agreement.

Current and historical uptime is published at status.lostchurn.com.

How does pricing work?

LostChurn charges based on the number of recovery attempts processed per month. There are no setup fees, no per-seat charges, and no long-term contracts. You only pay when LostChurn is actively working to recover a failed payment.

Visit lostchurn.com/pricing for current plan details and volume pricing.

Is there a free trial?

Yes. All new accounts start with a 30-day free trial that includes full access to all features. No credit card is required to start the trial. At the end of the trial, you can choose a paid plan or your account will be paused (no data is deleted).

Can I cancel at any time?

Yes. LostChurn is month-to-month with no cancellation fees. You can cancel from Settings > Billing > Cancel Plan. Active recovery campaigns will complete their current cycle, and your data will be available for export for 30 days after cancellation.