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Set up Paddle Retain

Set up Paddle Retain to start automatically reducing churn and increasing customer lifetime value. Get started in minutes with Paddle Billing, or integrate with other billing platforms.

Paddle Retain combines world-class subscription expertise with algorithms that use billions of datapoints to automatically reduce churn. Paddle Billing is fully integrated with Retain, meaning it automatically handles dunning and retention for you.

Set up in minutes with Paddle Billing, or integrate with other billing platforms.

Connect to your billing platform

Paddle Retain works with live data for your billing platform. This means you can't integrate or test with sandbox accounts.

If you use Paddle Billing, you can set up Paddle Retain to take care of payment recovery for you.

Paddle Billing automatically integrates with Paddle Retain without additional configuration required.

Any team member with the admin, technical, or subscription KPIs roles in Paddle Billing can access Retain.

Once you've completed setup, you can configure advanced payment recovery features, cancellation flows, and term optimization features.

Illustration showing the Paddle navigation bar while on the Retain screen. Retain is highlighted, with other options for Checkout, Business Account, Developer Tools, Subscription Metrics, Documentation, and Help Center.

Retain integrates with Paddle.js, so you don't need to include any additional scripts if you use Paddle Billing.

Complete setup steps

Go to Retain

You can access the setup flow for Retain in the Paddle dashboard.

  1. Go to Paddle > Retain.

  2. Click Get started.

Screenshot of the Retain setup process, at Step 1: Retain overview. The screen introduces the service, stating "Retain significantly reduces your churn" and includes a "Get started" button.

Set up emails

Emails sent from Paddle Retain are designed to look like they come from you or someone on your team.

  1. Enter the name of the sender and the email to send from.

  2. Enter a name and title for the signature.

  3. Click Continue.

Illustration of the Retain setup process, at Step 2: Personalize your emails. It shows fields for setting the sender's name, email address, and signature name to personalize the recovery emails sent to customers.

Verify your Retain emails

Retain uses Postmark to securely send emails to customers on your behalf. Verify your email by clicking the link in the email to confirm.

  1. Open your inbox, then find and review the email from Postmark.

  2. click Confirm Sender Signature to verify.

If you have issues with verification, you can Resend the email or Use a different email address.

Illustration of the Retain setup process, at Step 3: Verify your emails. The user is prompted to check their inbox for a verification email from Postmark to confirm their sender email address.

Install JavaScript snippets

The Retain snippets power in-app payment recovery notifications and engagement tracking.

  1. Follow the instructions to install Paddle.js.

  2. Not technical? Email the instructions to your engineering team under Need help from your engineering team?

  3. Under Check Paddle.js installation, enter the URL of the page where you installed Paddle.js and click Check.

Illustration of the Retain setup process, at Step 4: Configure Paddle.js. The user is instructed to install the Paddle.js script on their website to enable one-click payment recovery.

If you have issues when checking, make sure the page is publicly accessible and doesn't have any form of redirect. We recommend a homepage or landing page to start.

Configure optional settings

  2. Make sure emails from Retain reach customers by clicking Verify on DKIM and Return-Path DNS records to set up email authentication methods.

    3. You're done. Click Continue to Retain to see all settings.

  • Upload a logo for emails and notifications by clicking Edit on Custom logo upload.

  • Turn on localized outreach messages for multiple regions by toggling on Localized outreach.

    • Illustration of the final step of the Retain setup, showing a confirmation modal that says "Congratulations! Retain is now live." An illustration of an in-app notification for an expiring credit card is overlaid.

    Configure Paddle Retain interventions

    Now you've finished setup, configure and turn on:

    • Payment Recovery

      Fully automated dunning, powered by algorithms that use billions of datapoints to reduce churn.

    • Cancellation Flows

      Personalized offboarding workflows designed to deflect cancellations and gather valuable product insights.

    • Term Optimization

      Seamless one-click upgrades for customers identified as ready to move to a longer-term plan.

    Related pages

    Paddle Retain
    Read more
    Payment Recovery
    Read more
    Configure Payment Recovery
    Read more
    On this page