Troubleshoot MAU metrics for a multi-app subscription

The most accurate place to view your contractual Monthly Active Users (MAU) is the MAU tab in Settings > Organization settings. This is the official record for your subscription’s MAU. For more information, see MAU metrics.

If you can't access your organization settings, use this article to estimate MAU based on your pricing model. This helps when your Pendo account representative reports a higher MAU count than what appears in your subscription, typically when your subscription includes multiple applications.

Prerequisites

To follow the steps in this article, you must:

• Be a subscription admin in Pendo to confirm your pricing model, or ask an admin to confirm it so you can complete the remaining steps.
• Have more than one application in your subscription.

Step 1. Confirm your pricing model

Your MAU calculation depends on your pricing model. To find it:

1. Go to Settings > Subscription settings.
2. Scroll to the bottom of the Basic settings section.
3. Look for Application-level monthly active users (MAU) and Subscription-level monthly active users (MAU).
4. Identify which row contains (Used for billing). This is your pricing model for the subscription, which determines how MAU is calculated.
   
   

Step 2. Select the correct segment, date range, and accounts

1. Go to People > Visitors.
2. Select Everyone as the segment.
3. Set the date range to Last 30 days.
4. If there's an Account filter, set it to All Accounts.
   
   

Next steps depend on the pricing model for your subscription.
 

Step 3a. Application-level monthly active users pricing model

1. In the app filter dropdown, choose the first application, then select Apply.
2. Note the Number of visitors metric.
3. Repeat these steps for each application in the subscription.

4. Add the values together.

   (MAU for Application A) + (MAU for Application B) + (MAU for Application C)... =  Total MAU for subscription

This model counts MAU for each application, so if the same visitor engages with multiple apps in the last 30 days, they're counted multiple times.

Example

This subscription has two web applications. When each application is selected individually, we can see the Number of visitors metric for each application:

We then add the number of visitors for each application: (MAU for Acme CRM = 8,441) + (MAU for AcmeInvestments = 1,704) =  10,145 total MAU for the subscription.

Step 3b. Subscription-level monthly active users pricing model

1. In the app filter dropdown, select All Apps.
2. Look at the Number of visitors metric.

This value represents your estimated MAU because this model counts unique visitors across all apps in your subscription.

Example

If your MAU metric still looks incorrect

If you're still seeing a discrepancy or something unexpected with your MAU total, additional investigation may be required. For help, contact our support team.