FAQ
Questions founders ask
Before you connect your Stripe, and after.
What does TrustChurn read from my Stripe?
Subscriptions, the customers they belong to, their payment methods (only to spot cards that expire before the next charge), products, prices, coupons, events, and your own account's id, so the same Stripe can't be connected twice. Nothing else, and only with Read access.
Do you see my customers?
Only you do, in your private list. We ask Stripe for their names and emails when you open the list or when we email you an alert, and we don't store them. The database keeps Stripe ids, amounts, dates and statuses.
Is the key really read-only?
Yes. You create a restricted key (it starts with rk_live_) with Read on eight resources and None on everything else. It can't charge, refund, cancel or email anyone. We refuse secret keys. The key is encrypted before it reaches the database. How the key is stored.
What happens if I delete the key in Stripe?
We stop reading the moment you do, and we email you once to say the connection broke. Your profile keeps its last numbers and the date they were read, with a note after 2 days. After 15 days without a reading it loses its place in the ranking, until you replace the key or disconnect.
Can I change my numbers?
No. Nobody can, us included. They're computed from what Stripe returns, with the same formula for every SaaS. That's what makes them verified.
Why doesn't my churn match Stripe's, or another tool's?
Every tool counts churn its own way. Ours compares the paying customers from 90 days ago with the ones who still pay, and doesn't let annual plans that couldn't renew flatter the result. Several currencies, usage pricing or invoice-level coupons can also move the numbers a little. The full methodology.
How often is it updated?
The private list is checked every hour. Profile numbers are recomputed once a day, and every profile shows the date of the last reading.
What do I need for a place in the ranking?
A churn number first, which takes 30 days of history. Then minimums that follow the size of the SaaS on TrustChurn: today 3 paying customers, 30 days of history and 1 customer who could have left. They move between 3 and 20 customers and 30 and 90 days as bigger SaaS join. Below them you're still in the ranking, under "Building history", without a place. How the minimums work.
Is my profile public?
Yes, from the moment you connect. You accept that on the connect form, and it's what TrustChurn is for. Your monthly churn always shows. You choose the rest: MRR (exact, which is the default, as a range or hidden), paying customers, revenue churn and customers saved. A specific customer or a specific reason for leaving is never public. If you don't want a public profile, don't connect, or disconnect: that deletes everything.
Someone already connected my Stripe. What now?
Each Stripe account can be on TrustChurn once. If you connect one that's already here under another sign-in, we don't create a second profile: we get a request to move it to you, look at it by hand, and email you. Changing a profile's key to one from a different Stripe account isn't allowed either.
How do I put the badge on my site?
Copy the code under "Badge for your site" in your Public profile tab. The badge updates itself with your latest numbers.
How do I leave?
Settings, then Disconnect. It deletes the key, the list, the summaries and the profile right away. To delete your account too, write to hello@trustchurn.com.
How much does it cost?
Nothing. The profile, the ranking, the private list and the alerts are free.
Something else?
Write to hello@trustchurn.com.