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Managing your subscription

account-and-billing
Managing your subscription

Your 1pm subscription is managed through Stripe, the same provider that handles your payments.

This article covers everything you can do from the Account page in 1pm and the Stripe customer portal it links to: changing plan, adding users, updating your card, viewing invoices, cancelling, and reactivating.

Where billing lives

Click Account on the right of the navbar. The page shows your current subscription status (Free trial, Active, Past due, and so on), the number of trial days remaining if you are still on the trial, your plan and what it costs, and your next billing date if you are on a paid plan. Further down it carries the rest of your account settings, from Team & users through to Account Usage.

The Manage billing & payment button opens the Stripe customer portal in your browser. Most billing actions happen inside the portal rather than inside 1pm, with one exception: switching between Professional and Hospitality is done on the Account page itself.

What you can do in the Stripe portal

The Stripe customer portal is hosted by Stripe directly. It is the same secure portal Stripe provides to most subscription apps. From there you can:

  • Add a payment method.
  • Update an existing card (expiration date, billing zip).
  • Switch between monthly and annual billing.
  • Download invoices and receipts for any past charge.
  • Update the billing email and address Stripe uses on invoices.
  • Cancel your subscription.
  • Resume a cancelled subscription, while the access period you paid for is still active.

1pm never sees or stores your card number. Everything sensitive lives with Stripe.

Adding or updating a card

Open Billing, click Manage billing and payment, and in the portal go to Payment method. Add a card, or update the card on file. Stripe accepts the major card networks plus Apple Pay and Google Pay where supported.

If you add a card during the trial, you keep all 30 days of trial. The first charge happens the day the trial ends.

Switching between monthly and annual

In the portal, find your active subscription and choose the plan you want to switch to. If you switch mid-cycle, Stripe automatically prorates the change: you get credit for the unused portion of the plan you are leaving, applied against the plan you are moving to.

Switching from monthly to annual usually means a small charge to cover the difference. Switching from annual to monthly usually means a credit applied to future invoices. The portal shows the exact math before you confirm.

Changing plan: Professional or Hospitality

This one is not in the Stripe portal, because it changes what the app does as well as what it costs.

On the Account page, your plan is named beside the subscription status with a button next to it. Upgrade to Hospitality adds menus, ingredients, recipes and the kitchen reports on top of everything in Professional. Switch to Professional takes them away again. Either way 1pm shows you what changes before you confirm, and the price change is prorated from that day.

Downgrading does not delete anything. Your menus, ingredients and recipes are kept exactly as they were, they simply stop appearing in the sidebar, and they come back the moment you upgrade again.

Adding and removing users

Colleagues who sign in to your account are seats on your subscription, added at a flat $4 a month each (or $38.40 a year) on either plan. You invite them from Team & users on the same page, and the seat is added when they accept.

Seats are separate from your crew allowance. A team member logs in and works in the account; crew hold a share link and never sign in. Adding or removing a seat is prorated, so a colleague who joins mid-month costs the part-month rather than the whole one.

One thing worth knowing if you are the colleague rather than the owner: while you are switched into someone else's account, the Account page looks different. The Subscription card isn't there at all, and neither are Team & users, online payments, Xero, two-factor, data export or account deletion. In their place is a note explaining that those stay with the owner. Tax, terms, calendar and the operational profile settings are still yours to change.

Viewing and downloading invoices

The portal lists every invoice Stripe has issued for your account, oldest to newest, with status (Paid, Open, Failed). Click any row to download a PDF copy. Use these for your bookkeeping or for client expense reports.

If you need an invoice with specific billing details (a different business name, an address, a tax ID), update those in the portal first and Stripe will use the new details on the next invoice. Past invoices stay as issued.

Cancelling

In the portal, choose Cancel subscription on your active plan. Stripe will ask you to confirm.

What happens next depends on where you are in the cycle.

If you cancel during the trial, you keep access until the original trial end date. No charge happens.

If you cancel a paid subscription, you keep access until the end of the period you have already paid for. No further charge happens. The Account page in 1pm shows the date your access ends, and you can change your mind via the portal up to that date.

You don't lose any data the moment you cancel. Your events, run sheets, vendors, and attachments stay in your account for nine months after your access ends. If you resubscribe within that window, everything is still there exactly as you left it. This is useful for venues that run the same annual event year over year and only need an active subscription during the run-up.

The nine months isn't the deadline, though: it's when the account becomes a candidate for removal. Reaching it schedules the deletion for 60 days later, and those 60 days are when the warning emails go out (at 60, 30, 7 and 1 day before the date). So in practice a cancelled account sits for about eleven months, and you get a full two months of notice at the end of it. Signing in or resubscribing at any point in either stretch clears the schedule outright.

Trial accounts that never added a payment method are kept for 60 days after the trial ends rather than nine months, and the same 60-day warning window runs after that before anything is removed.

Failed payments

If a card payment fails (expired card, declined, blocked by your bank), Stripe retries automatically over a few days. During that time your subscription status on the Account page shows Payment past due, with a warning that access will be interrupted if the payment isn't recovered.

Update your card in the portal to recover. Stripe usually retries within minutes of a card update.

You will also get an email from Stripe each time a payment attempt fails. If you respond by adding a new card, the next retry typically succeeds and your subscription returns to Active.

Reactivating after cancellation

If you cancelled and the access period has already ended, your subscription shows as Canceled on the Account page. To start again, open the portal and resubscribe.

If you cancelled but you are still in your paid period, the portal lets you undo the cancellation. The plan stays on the same renewal date as if you had never cancelled.

When the billing page won't open

If the Stripe customer portal won't open or returns an error:

  • Check that you are signed in to 1pm with the same account you signed up under. The portal opens for the specific Stripe customer linked to your 1pm account.
  • Try a different browser or disable browser extensions. Some privacy extensions block third-party redirects, and the portal opens via a redirect.
  • If Stripe itself is having an outage, the portal will be temporarily unavailable. Try again after a few minutes.

If none of those work, email [email protected] and we can look at the link from our side.

Tax and currency

All 1pm prices are in US dollars. Stripe handles any currency conversion on your card automatically. Your bank may charge a small foreign-transaction fee depending on your card type and country. The amount Stripe charges 1pm is always the USD amount on the invoice; any variation you see on your statement is your card issuer's conversion.

If you need a tax invoice or you are charged sales tax (Stripe applies it automatically in some regions), the invoice in the portal shows the breakdown.

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