Handling paused subscriptions in ChartMogul

ChartMogul doesn't have built-in support for paused subscriptions — a billing state where a customer temporarily stops paying but keeps their subscription. This article explains how ChartMogul handles paused subscriptions for specific billing systems and how you can include or exclude them from your reports.

How ChartMogul handles paused subscriptions in Recurly

When a subscription is paused in Recurly, ChartMogul cancels the subscription at the end of the current service period and creates a new one when it resumes. During this pause, the subscription doesn't contribute to MRR (Monthly Recurring Revenue).

How ChartMogul handles paused subscriptions in Stripe, GoCardless, and Chargebee

When a subscription is paused in any of these billing systems, ChartMogul sets the customer status to Past due — meaning the customer has an overdue payment — at the end of the current service period. The subscription continues to generate MRR (Monthly Recurring Revenue) during this time.

How to manage paused subscriptions in ChartMogul

Use these options to filter and segment paused subscriptions in ChartMogul for more accurate reporting.

1. Create custom attributes or tags to identify customers whose subscriptions are currently paused. This will allow you to filter out these customers from your reports or create a new segment for paused subscriptions. Depending on your billing system, these subscriptions may or may not contribute to your total MRR.

   

2. Add a plan specifically for paused subscriptions. Assign it when a customer moves from a paid plan to a paused state. You can then filter by this plan to find all paused subscriptions. Customers on this plan appear as Active in ChartMogul but don't contribute to MRR.

3. If you import billing data using the API or another manual method, move customers to a 100% discount or send a $0 invoice. This keeps subscriptions reporting as Active without contributing to MRR. You can then identify paused customers by filtering for active customers with $0 MRR.

   Review the Free Customer Handling setting — it controls whether ChartMogul marks these customers as churned or keeps them active.