thread Anyone else lose access to list of current subscribers? in Customer Engagement

Anyone else lose access to list of current subscribers?

MaxRange — Wed, 03 Dec 2025 23:27:52 GMT

I've been using the subscription service to allow customers to have a monthly "membership" for 3 years. Up to a few months ago I could to to Subscriptions and get a list of subscribers - both active and cancelled. A few months ago this stopped working and the only "subscribers" that show in my list are from over a year ago. If I know the name of a customer i can look up that person and it will show them with a subscription but from the subscription menu option, no joy.

Support said "this feature is no longer available" like it's some optional functionality. There is no way to manage functionality that is core to my business and I really need help getting access to it again or fixing my data so that it "reports" accurately.

Re: Anyone else lose access to list of current subscribers?

Katie_SQ — Fri, 05 Dec 2025 03:33:39 GMT

Hi @MaxRange,

I've reached out to our Subscriptions Team to get some more clarification behind what you're seeing here. As soon as I have an update for you, I'll reach back out to you on this thread.

Thank you for your patience in the meantime!

Re: Anyone else lose access to list of current subscribers?

Katie_SQ — Sun, 07 Dec 2025 22:57:40 GMT

Thanks for your patience here, @MaxRange.

I've heard back from our Subscriptions team, and they've confirmed that what you're experiencing requires further investigation, so I've gone ahead and escalated to our Engineering team for review.

As soon as there's an update, a member of the team will reach out to you via email.

Thank you for your patience!

Re: Anyone else lose access to list of current subscribers?

Katie_SQ — Tue, 16 Dec 2025 22:27:00 GMT

Hi @MaxRange!

I've heard back from our Engineering team, and they confirmed the issue you were experiencing was a bug in our search algorithm. This caused the search results for your subscriptions to stop after the first 100 subscriptions, which is why new subscriptions weren't showing up. The team has now fixed the issue, so your subscriptions should be appearing as expected.

If you do have any further issues, please reply directly to our Engineering team via email, and they'd be happy to investigate further.

If you have any other questions, please don't hesitate to reach out!