Which of your paying customers have gone quiet?
Free quiet accounts checker · Last updated November 2026 · Runs in your browser
Most churn is decided weeks before the cancel button. The customer stops logging in, keeps paying out of inertia, and leaves at the next renewal or the next budget review. Billing dashboards can't see this because the card still clears.
Drop in a CSV with each customer and when they were last seen. You get back the paying accounts that have gone silent, ranked by how much MRR sits on them. Your file never leaves this tab.
1. Usage export
Customer email or ID plus a last-seen date. MRR too, if it is in the same file.
2. Billing export (optional)
A Stripe subscriptions export works as is. Joined on email, so paying customers missing from the usage file show up as never seen.
3. Check the columns
I guessed from the headers. Fix anything that's wrong and the results update.
At-risk accounts, biggest first
| Account | State | Last seen | Days silent | MRR |
|---|
Start with the top five by MRR. A plain founder email asking what changed gets answers an automated nudge won't. See the health score playbook for turning this into a weekly habit.
They bought and never started. Offer to set it up with them. The activation milestones playbook covers what "started" should mean.
Still within reach. Trigger an email off the silence, with one useful thing to do next. The behavioural emails playbook has the triggers.
Retention Diagnostic
You have the names. The harder question is why they went quiet.
A calculator tells you how much is leaving. It cannot tell you which part is failed payments, which part is people who never activated, and which of the two is cheaper to fix. I work that out on your actual data and send back three fixes ranked by what each one is worth, within 10 working days.
- ✓ Voluntary and involuntary churn, split and costed
- ✓ What the leavers did in their first month
- ✓ Three fixes, ranked by dollars recovered
- ✓ Fixed price, written, no call required
How do I get a last-seen export?
You need one row per customer and the last time anyone from that account did something in the product. Where that lives depends on your stack:
- Your own database. Most apps already store a last login or last activity timestamp on the user table. If you only have events, the query below works.
- Product analytics. PostHog, Mixpanel and Amplitude can all export people or users with a last seen property to CSV.
- Billing. Stripe can export subscriptions to CSV from the dashboard. That gives you email, status, plan amount and interval, which is what the second box expects.
select u.email,
max(e.created_at) as last_seen
from users u
left join events e on e.user_id = u.id
group by u.email;For B2B, group by account rather than user if you can. An account with one active admin and nine silent seats is fine this month and in trouble at the seat count review. That is a different problem, and the seat downsizing playbook covers it.
Why look at silence instead of churn rate?
Churn rate is a lagging number. By the time a customer shows up in it, they've already made the decision, often weeks before. Silence is the earliest signal most small SaaS companies already have, and it costs nothing to collect because the timestamp is sitting in the database.
A quiet account is a cancellation that hasn't been filed yet. You can still talk to them.
The list also tells you something the churn rate can't: whether the quiet accounts have anything in common. If most of them signed up in the same month, sit on the same plan, or never connected the same integration, you have found a cause rather than a symptom.
One honest limit. Login data undercounts products that do their work in the background, like a dunning tool or a backup service, where a happy customer never needs to log in. For those, use the last time the product did something valuable for the account instead of the last login.
What else should I check?
- Want to know what the quiet MRR is worth over a year? Run it through the churn cost calculator.
- Not sure which lever to pull first? The Health Check scores your retention setup in a few minutes.
- Want the tactics ranked by evidence? Read the guide to reducing SaaS churn.
Questions about quiet accounts
Short answers. The checker itself is above.