Dan Burcaw is Co-Founder & CEO of Nami ML. He built a top mobile app development agency responsible for some of the most elite apps on the App Store and then found himself inside the mobile marketing industry after selling his last company to Oracle.
Apple's fiscal year is a structured schedule when Apple distributes app revenue to developers after deducting App Store fees and sales taxes. This schedule changes slightly every year, so it's crucial for developers and product managers to stay updated. Apple’s fiscal year is distinct from the typical fiscal year used by most companies, making it essential to understand its unique structure.
How Apple Fiscal Calendar Works
Apple’s fiscal year starts on the last Sunday of September and consists of four quarters, each lasting three months. The key points are:
Quarter Structure: Each quarter has three months.
The first month lasts for 35 days.
The next two months last for 28 days each.
Total Days: There are 364 days in the Apple Fiscal Year. Every five years, an extra week is added to account for the discrepancy.
Week Structure: Weeks start on Sunday and end on Saturday.
Payment Schedule: Payments are made every 4 or 5 weeks, always on the same day of the week (Thursday in 2024). Payments are typically for revenue collected two months prior.
Why Understanding the Fiscal Calendar is Important
Managing the Revenue Gap
You can’t access the revenue in your Developer Account until the payment date. This 33-day gap can disrupt your app’s financial flow, especially if you rely on paid traffic for app promotion. Managing your finances to account for this gap is crucial to avoid running out of funds.
Billing Challenges and Unpaid Ads
Ad networks require timely payments, and any pauses in your promotional activities due to insufficient funds can negatively impact your user acquisition strategy. Restarting ads after a pause can reduce their effectiveness. Proper financial planning helps maintain continuous ad campaigns.
Aligning Financial Metrics with Apple's Fiscal Periods
Align your performance metrics with your actual earnings. For instance, revenue earned in September will actually be from August 6 to September 2, but your spending might be based on the calendar month. Synchronize your financial records with Apple’s fiscal periods for accurate analysis.
Other important considerations
Apple pays developers proceeds for app or in-app purchase sales within 45 days of the last day of the fiscal month in which the transaction was completed.
When does Apple’s fiscal calendar 2024 start and end?
The 2024 fiscal year starts on October 1, 2023, and ends on September 28, 2024.
How are the quarters divided in Apple’s fiscal year in 2024?
Quarters are three months long, with 13 weeks divided into three periods of 5, 4, and 4 weeks.
When will Apple release its quarterly financial results?
Apple’s fiscal calendar for app developers is separate from its corporate financial results, which are published according to a general fiscal calendar.
How does Apple’s fiscal calendar differ from the standard calendar year?
Apple’s fiscal year has 364 days, with an extra week added every five years, and payment periods last for 4 or 5 weeks instead of calendar months.
Conclusion
Navigating Apple's unique fiscal year can be intricate, but understanding its structure is vital for managing your app’s revenue. By staying informed about key dates and payment schedules, you can optimize your financial planning and ensure a smooth revenue cycle.
Enhance your financial proficiency and in-app monetization by leveraging the Apple Fiscal Calendar 2024. Stay ahead in managing your app’s revenue effectively.
In this article, we’ll walk through how to test DEFERRED Proration Mode, common issues that arise during testing, and how to resolve them. Additionally, we’ll explain what Proration Modes are and highlight other types available beyond DEFERRED.
What is Proration Mode?
Proration Modes define how Google Play Billing handles the transition when a user changes from one subscription plan to another. These modes determine when the new subscription takes effect and how the remaining balance of the current plan is treated.
Types of Proration Modes
Google Play offers the following Proration Modes:
IMMEDIATE_WITH_TIME_PRORATION: The new subscription starts immediately, and the remaining time on the current plan is prorated and credited.
IMMEDIATE_AND_CHARGE_PRORATED_PRICE: The new subscription starts immediately, and the user is charged a prorated amount for the difference.
IMMEDIATE_WITHOUT_PRORATION: The new subscription starts immediately, but there is no adjustment for the remaining time of the current subscription.
DEFERRED: The new subscription starts when the current plan expires, often used for downgrades.
Understanding DEFERRED Proration Mode in Google Play Billing
DEFERRED Proration Mode postpones the subscription plan change until the current subscription cycle ends. Google describes this mode as: “Replacement takes effect when the old plan expires, and the new price will be charged at the same time.”
This mode is most commonly used for subscription downgrades. If a user downgrades from a higher-tier plan to a lower-tier one, the new plan won’t take effect until the renewal date.
Example Scenarios:
Monthly Plans: If a user downgrades in the middle of a billing cycle (e.g., day 15 of a 30-day cycle), the change won’t take effect until the renewal date—up to 31 days later.
Annual Plans: If a user downgrades on day 1 of a yearly subscription, the change won’t take effect for the remaining 365 days.
How to Test DEFERRED Proration Mode Step-by-Step
Testing DEFERRED Proration Mode involves unique challenges because the subscription change doesn’t take effect immediately. Here’s a step-by-step guide to help ensure your implementation works as expected:
1. Set Up Your Development Environment
Ensure that your in-app products or subscriptions are active in the Google Play Console.
Create different subscription tiers (e.g., basic, premium) to test downgrades and upgrades.
2. Testing via a Device Development Build
Initiate the downgrade process. After confirming the subscription change, you should receive a confirmation email from Google Play.
Observe that the deferred subscription won’t replace the current one until the existing subscription expires.
If the system gets stuck (e.g., the current plan remains active even after the expiration), you can manually cancel the subscription via Play Store > Payments & subscriptions > Subscriptions.
3. End-to-End Testing via a Test Track Build
Signed Builds: For more accurate results, use a signed APK distributed through a Test Track (Internal, Alpha, or Beta). This will simulate a real-world environment for testing subscription changes.
Steps for Test Track Setup:
Ensure Active Products: Make sure your subscription products are active in Play Console.
Add Testers to Test Track: Go to the Internal, Alpha, or Beta test tracks in Play Console and add approved testers. Testers must also join the test via the link.
License Testing: Add the testers' Google accounts under Setup > License Testing to allow them to make purchases using test credit cards.
Verify Google Play Account: Ensure the correct Google account is signed into the Play Store before testing, especially if multiple accounts are on the device.
4. Validate Results
Check if the deferred plan activates correctly after the current subscription expires.
Look for any error codes or confirmation emails related to the plan change.
Troubleshooting Common Issues in Google Play Billing
Testing DEFERRED Proration Mode might present various challenges. Here are some common issues and their solutions:
Subscription Plan Change Error (DF-DFERH-01): This error indicates a problem with the subscription change. Try canceling the subscription manually, resetting the test app, or reinstalling it.
Stuck Deferred Plan: If the system keeps the current plan active even after expiration, manually cancel the subscription from Play Store > Payments & subscriptions > Subscriptions.
Errors When Upgrading: Users attempting to upgrade while a DEFERRED change is pending will encounter an error: "We are unable to change your subscription plan."
Play Billing Doesn’t Surface DEFERRED Transactions: Until the new plan takes effect, there won’t be a Purchase Token or Order Number available in the system.
Practical Considerations for Testing DEFERRED Proration Mode
When testing DEFERRED Proration Mode, keep these real-world scenarios in mind:
Lack of User Visibility: End users won’t see deferred transactions in Play Store > Payments & subscriptions. They’ll only receive a confirmation email when the plan change occurs.
Reverting Subscription Changes: If a user tries to revert the change to the original subscription plan before the DEFERRED change takes effect, an error message will appear: "We are unable to change your subscription plan."
Simplifying Google Play Billing with Nami
Managing subscription proration and handling the complexities of DEFERRED Proration Mode can be challenging. With NamiML, developers can streamline their Google Play Billing implementation. Here's what we offer:
A proven solution for handling subscription downgrades, upgrades, and proration modes.
An SDK that requires no server-side code and is easy to adopt.
Built-in native paywall templates, A/B testing, and analytics to optimize your subscription model.
A generous free tierwith many features not available in homegrown implementations.
Testing DEFERRED Proration Mode in Google Play Billing requires understanding its intricacies, especially regarding how subscription changes are delayed. Following the step-by-step guide ensures that your implementation works correctly and that potential issues are addressed before going live. With tools like NamiML, you can simplify this process, reducing the hassle of handling proration modes and focusing on delivering an exceptional user experience.
One of the most common errors you might encounter implementing Google Play Billing is BillingResponseCode.ITEM_UNAVAILABLE (code 4). The corresponding message from the BillingClient API is frustratingly vague. Here's how to fix it.
Fixing "The Item You Requested is Not Available for Purchase" error
1 Add Your App to a Test Track
Ensure your app has been uploaded to the Google Play Console at least once and assigned to a test track (internal, alpha, or beta).
2. Activate Your Products
Confirm that the in-app purchase or subscription product is active and properly configured in the Play Console. Inactive products cannot be bought.
3. Add Testers to Test Track
Add approved testers to your internal, alpha, or beta test tracks. These testers must also join the test via the provided link in the Play Console.
4. Enable License Testing
Under Setup > License Testing, add the Google accounts of your testers. This allows them to make test purchases using test credit cards, avoiding actual charges.
5. Verify Google Play Account
Ensure the Google Play account signed in on the testing device matches the one added for testing and license testing. This account must be the active account before attempting any test purchases.
Simplify Google Play Billing with Nami
Implementing Google Play Billing can be complex and time-consuming. Nami offers a simplified solution with a proven implementation that covers all tricky edge cases. Our SDK is easy to adopt, requires no server-side code, and includes built-in native paywall templates, A/B testing, and analytics. With Nami, you can focus on creating a great app experience without the hassle of Play Billing infrastructure.
Now you can focus on building a great app experience, not hassling with Play Billing infrastructure. Get started for free here.
Addressing the "The item you requested is not available for purchase" error requires a thorough understanding of your app’s architecture and integration with external services. By following the steps outlined above, you can effectively troubleshoot and resolve the issue, ensuring a seamless user experience and maximizing your app’s revenue potential.
For more insights and solutions to common app development challenges, visit our website at namiml.com. Explore our low-code solutions to streamline your development process and enhance your app’s functionality.
First, visit the App Store Connect website and log in with your Apple ID and password. Ensure you have the necessary permissions to manage the app whose name you want to change.
Step 2: Select Your App
Navigate to the "My Apps" section, where you will see all the apps associated with your account. Select the app for which you want to change the name.
Step 3: Create a New Version
Click on the "+" button or the "Create New Version" option to start a new version of your app.
Step 4: Edit App Information
Go to the "App Information" section in the left-hand menu. This section contains all the details about your app, including its name and subtitle.
Step 5: Change the App Name
In the "App Information" section, click on the name field and enter the new app name. Ensure the new name adheres to Apple’s App Store Review Guidelines and fits your branding strategy.
Step 6: Save Your Changes
Scroll down and click the "Save" button to save the changes to your app’s metadata.
Step 7: Submit for Review
Navigate to the “App Store” tab and click “Submit for Review.” Apple will review the changes before they go live on the App Store.
If Your App is Not Yet Live
To change the name and subtitle of an app that is not yet live on the App Store, you need to open App Store Connect and navigate to your app's page. Once there, you can directly modify the app name and subtitle fields. After making the necessary changes, ensure that you save your updates.
Additional Considerations
App Store Optimization (ASO): When changing your app name, consider how it impacts your ASO. Use keywords that enhance discoverability and align with user search behavior. Tools like Sensor Tower or App Annie can provide insights into effective keyword strategies.
Brand Consistency: Ensure the new name aligns with your overall branding strategy. Consistency across all branding elements, including app icons, screenshots, and promotional materials, reinforces brand recognition.
User Communication: Inform your existing users about the name change to avoid confusion. Use push notifications, in-app messages, and email newsletters to communicate this change effectively.
Legal and Trademark Considerations: Verify that your new app name is not infringing on existing trademarks. Legal conflicts can lead to your app being removed from the store.
Updating your app name in App Store Connect is a crucial step in maintaining your app’s relevance and brand identity. By following the steps outlined above and considering additional factors like ASO, branding consistency, and user communication, you can easily change your app name, ensuring it reflects your latest updates and marketing efforts.
If you’re interested in learning more about how your App Store Optimization efforts relate to monetization, we’d be happy to help. In the meantime, happy app making and best of luck with App Store discovery.
The iOS App Shared Secret is a unique, 32-character hexadecimal string private key that developers use to secure in-app purchase transactions. This key ensures that communications between your app and Apple's servers are authenticated, preventing unauthorized access and fraudulent transactions.
It is especially vital for apps with subscription-based models, where the key is used to validate and renew subscriptions securely. It works fantastic for server-side receipt validation and provides added security for receipts with auto-renewable subscriptions.
Receipt Verification and the Role of Shared Secret
Receipt verification is a process app developers use to verify purchases. Specifically, this process if for purchases made using Apple’s App Store payments mechanism (aka StoreKit). The receipt provides a complete list of all the purchases made by an app’s user. The receipt includes both in-app purchases and subscriptions.
Apple recommends that app developers validate a receipt for security and piracy reasons. In fact, property security requires a secure backend.
The Shared Secret allows you to receive the decoded form of a receipt. In addition, its included in the payload of App Store Server Notifications. You can check that the password key’s value matches the known Shared Secret verify the authenticity of the notification.
There are primarily two types of shared secrets you might encounter in the iOS development environment:
App-Specific Shared Secret: This is used for a single app to manage its in-app purchases. It is particularly useful for apps with subscription services, as it allows the app to verify receipts and manage subscriptions effectively.
Primary Shared Secret: This is used for multiple apps within a single developer account. It offers the convenience of managing subscriptions across several apps, streamlining the process for developers with a portfolio of applications.
How to Generate an iOS App Shared Secret
Generating an iOS App Shared Secret is a straightforward process. Here’s a step-by-step guide:
1. Log in to App Store Connect:
Visit App Store Connect and log in with your Apple Developer account credentials. To generate either type of Shared Secret requires an App Store Connect account with either Account Holder or Adminrole.
2. Access My Apps:
Navigate to the "My Apps" section and select the app for which you need to create a shared secret.
4. In-App Purchases:
In the app's dashboard, go to the "Features" tab and select "In-App Purchases".
5. Generating App-Specific Shared Secret:
If you are generating an app-specific shared secret, find the section labeled "App-Specific Shared Secret" and click on "Generate" or "Reset" if a key already exists.
6. Generating Primary Shared Secret:
For a primary shared secret, go to "Users and Access" and select "Shared Secret" from the sidebar. Click on "Generate" to create a new key.
The App-Specific Shared Secret is a good idea if you want app-level security. Perhaps plan to transfer an app to another Apple Developer. For instance, if you sell an app to another party on a marketplace like Flippa.
7. Save Your Shared Secret:
Once generated, copy the shared secret and store it securely. It will be needed for integrating your app's in-app purchase functionality with your backend server.
Managing Your iOS App Shared Secret
Proper management of your shared secret is crucial for maintaining app security. Here are some best practices:
Regularly Rotate Keys: To enhance security, regularly regenerate your shared secret.
Secure Storage: Store the shared secret in a secure environment, such as a vault or secure server.
Access Control: Limit access to the shared secret to only those who absolutely need it.
Monitor Usage: Keep an eye on the usage of your shared secret to detect any unauthorized access or anomalies.
Understanding and effectively managing your iOS App Shared Secret is essential for maintaining the security and integrity of your app's in-app purchases. By following the steps outlined in this article, you can ensure that your app's transactions are secure, providing a better experience for your users and peace of mind for yourself.
For more detailed guidance on app development and in-app purchase security, visit our website at NamiML to explore our low-code solutions designed to simplify and enhance your app's functionality.
Imagine this – You've just signed up for a streaming service. You're excited to binge-watch your favorite shows. But then, you can't figure out how to cast to your TV. Or maybe your billing is all messed up. What happens next?
For subscription businesses great customer support isn't just a nice-to-have; it's a must-have. It's the difference between a customer who sticks around and one who bails.
Let's dive into why customer support is such a big deal for subscription businesses. We'll talk about what it really means, why keeping customers happy is a smart business move, and how top-notch support can help your company grow.
The Role of Customer Support in Subscription Models
Subscription businesses face a unique set of challenges compared to traditional one-time sales. Think about it: You're not just selling a product; you're selling a continuous service. Customers need to keep seeing value month after month, year after year. And if they don't, they can just hit the "cancel" button.
That's where customer support comes in. It's like the glue that holds everything together. Here's how it plays a vital role:
Onboarding: Getting customers started right is crucial. Good support can make sure they feel confident and know how to use your product.
Usage: Helping customers get the most out of your product is key. The more they use it, the more they'll appreciate it.
Renewal: When it's time to renew a subscription, great support can tip the scales in your favor. A positive experience can make customers more likely to stick around.
Upgrades: If you offer different subscription plans or features, good support can help guide customers to the right options.
Churn Prevention: By being there when customers need help, you can head off problems before they become serious.
In short, customer support is the backbone of a successful subscription business. It's about building relationships, solving problems, and making sure customers feel valued.
The Perks of Great Customer Support
When it comes to subscription businesses, happy customers are the key to success. And great customer support is the secret sauce for keeping customers happy. Here's why –
Happy Customers: Satisfied customers are more likely to stick around, recommend your service to their friends, and even spend more.
Lower Churn: Good support can help prevent cancellations by addressing problems quickly and effectively.
Word-of-Mouth: Happy customers are your best marketers. They'll spread the word about your awesome service, bringing in new customers.
Product Improvement: Customer feedback can help you make your product even better. It's like having a built-in focus group.
Investing in customer support is an investment in your business's future. It's a win-win situation: happy customers, a stronger bottom line, and a reputation for excellence.
Level Up Your Customer Support
To make your customers feel like VIPs, consider implementing the following strategies:
Proactive Communication
Anticipate customer needs: Understand your customers' common pain points and questions by conducting target audience research.
Send proactive messages: Reach out with helpful information, tips, and updates before customers need to ask.
Offer personalized recommendations: Use customer data to suggest relevant products or features.
Personalized Support Experiences
Tailor support to individual needs: Address each customer's unique concerns and preferences.
Offer dedicated support channels: Consider providing dedicated support channels for high-value customers or those with specific needs.
Multi-Channel Support Options
Provide a variety of support channels: Offer options like live chat, email, phone, and social media to cater to different customer preferences.
Ensure seamless channel transitions: Make it easy for customers to switch between channels without losing their context.
Train agents to be omnichannel experts: Equip your support team to handle inquiries effectively across all channels.
Self-Service Resources
Build a comprehensive knowledge base: Create a searchable database of FAQs, tutorials, and troubleshooting guides.
Offer video tutorials: Visual guides can be helpful for customers who prefer to learn by watching.
Foster a supportive community forum: Encourage customers to help each other and share their experiences.
Implement AI-powered search: Use AI to help customers find answers quickly and accurately.
By implementing these strategies, you can create a customer support experience that sets your business apart and fosters long-term customer loyalty.
Measuring the Impact of Customer Support on Retention
To effectively gauge the influence of customer support on retention, businesses should implement a comprehensive measurement strategy. This involves tracking specific metrics, gathering customer feedback, and analyzing long-term customer behavior. Let's explore these aspects in detail:
Key Performance Indicators (KPIs) to Track
Monitor these essential metrics to assess the effectiveness of your customer support:
Customer Satisfaction Score (CSAT): Measures immediate satisfaction after support interactions
Net Promoter Score (NPS): Indicates customer loyalty and likelihood to recommend
First Response Time: The speed at which support teams initially respond to customer inquiries
Average Resolution Time: The average time taken to fully resolve customer issues
Customer Effort Score (CES): Measures the ease of getting issues resolved
Customer Feedback and Surveys
Implement various feedback mechanisms to gain deeper insights:
Post-interaction surveys: Quick feedback forms after each support interaction
Quarterly satisfaction surveys: In-depth questionnaires to gauge overall customer sentiment
Exit surveys: Gather feedback from customers who choose to cancel their subscriptions
Focus groups: Conduct periodic sessions with select customers for qualitative feedback
Analyzing Retention Rates and Customer Lifetime Value
Examine long-term metrics to understand the broader impact of customer support:
Churn rate: Monitor the percentage of customers who cancel their subscriptions over time
Retention rate: Track the percentage of customers who continue their subscriptions
Customer Lifetime Value (CLV): Calculate the total revenue expected from a customer over their entire relationship with your business
Support-influenced retention: Measure the percentage of at-risk customers who continue their subscription after receiving support
Correlating Support Metrics with Business Outcomes
To truly understand the impact of customer support on retention, analyze the relationships between support metrics and business outcomes:
Compare CSAT scores with retention rates to see if higher satisfaction leads to longer subscriptions
Analyze the correlation between first response times and churn rates
Examine how improvements in CES affect Customer Lifetime Value
By implementing these measurement strategies, subscription-based businesses can gain valuable insights into how their customer support efforts directly impact retention rates and overall business success. This data-driven approach allows for continuous improvement and optimization of support strategies to maximize customer retention.
Case Studies: Successful Customer Support in Subscription Businesses
To illustrate the impact of exceptional customer support on retention in subscription-based businesses, let's examine two notable case studies:
Netflix
Netflix has set a high bar for customer support in the streaming industry –
24/7 live chat and phone support in multiple languages
Personalized content recommendations based on viewing history
Proactive communication about service updates and new features
Netflix maintains a low churn rate of around 2-3% monthly, significantly better than the industry average.
Slack
Slack's approach to customer support focuses on speed and community engagement:
Average first response time of less than 1 hour
Active user community for peer-to-peer support
Regular webinars and tutorials for feature education
Slack boasts a Net Promoter Score of 40, well above the software industry average.
Best Practices from Case Studies
From these case studies and other successful subscription businesses, we can extract several key lessons:
Invest in multi-channel support options to cater to diverse customer preferences
Leverage data analytics to personalize the customer experience
Foster a strong user community to supplement official support channels
Prioritize rapid response times to minimize customer frustration
Provide proactive education and communication about product features and updates
Challenges and Solutions in Providing Exceptional Support
While providing exceptional customer support is crucial for subscription-based businesses, it comes with its own set of challenges. Let's explore some common obstacles faced by support teams and solutions to overcome them:
Common Obstacles Faced by Support Teams
A high volume of inquiries: As businesses grow, support teams often struggle to manage increasing numbers of customer queries efficiently.
Complex product ecosystems: Subscription products often have multiple features and integrations, making it challenging for support staff to maintain comprehensive knowledge.
Customer expectations for instant support: In today's fast-paced digital world, customers expect quick resolutions to their issues, putting pressure on support teams.
Maintaining consistency across channels: With multiple support channels, ensuring a consistent experience can be challenging.
Innovative Solutions and Technologies
AI-powered chatbots: Implement advanced chatbots to handle routine inquiries, freeing up human agents for more complex issues.
Knowledge management systems: Utilize robust knowledge bases with AI-driven search capabilities to help support agents quickly find relevant information.
Predictive analytics: Use data analytics to anticipate customer issues before they arise, allowing for proactive support.
Omnichannel support platforms: Implement unified platforms that integrate all support channels, ensuring consistency and efficient management of customer interactions.
Video and co-browsing tools: Incorporate visual support options to help customers navigate complex issues more effectively.
By addressing these challenges with innovative solutions, subscription-based businesses can enhance their support capabilities, leading to improved customer satisfaction and retention rates.
Conclusion
Customer support is the backbone of any successful subscription-based business. It's more than just answering questions; it's about building relationships, solving problems, and making customers feel valued.
By following the strategies outlined in this article, you can create a customer support experience that sets your business apart and drives long-term success.
Ready to take your subscription business to the next level? Contact Nami ML today to learn how we can help you scale revenue from your subscription offerings.
