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 two exceptions: switching between Professional and Hospitality, and switching between monthly and annual billing, are both 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).
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

On the Account page, under your plan, the Billing line shows whether you pay monthly or annually. Click Switch to annual billing (or Switch to monthly billing) and confirm. Your plan and any team seats move together, and annual billing costs about 20% less than monthly.

The change is prorated, and your billing date moves to the day you switch:

Monthly to annual: your card is charged for a year that day, less a credit for the unused part of the current month.
Annual to monthly: the unused part of your year is credited to your account and comes off your monthly bills until it runs out.
During the free trial: nothing is charged. You're billed on the new schedule when the trial ends.

If your card is declined, nothing changes: you stay on your current billing and the Account page says so. Update the card under Manage billing & payment, then switch again.

The switch appears while your subscription is on a free trial or active. If a payment has failed, fix the card first.

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, and any menu you have published online shows visitors a "Menu unavailable" message until you move back to Hospitality. 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. On monthly billing the prorated amount goes on your next monthly invoice. On annual billing it is invoiced the day the seat changes: you pay for the rest of your billing year when someone joins, and the unused part is credited to your account when someone leaves.

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, and reaching it starts a process rather than finishing one. First 60 days of warning emails (at 60, 30, 7 and 1 day out). At the end of those the account is deactivated, not deleted: you can't sign in, but nothing has been removed and a Restore button brings the whole thing back in one click. Only if nobody presses it for a further 60 days does the hard delete run. So in practice a cancelled account sits for about thirteen months, with four months of notice and two separate chances to stop it at the end. Signing in or resubscribing at any point in the first two stretches clears the schedule outright.

It also takes more than a lapsed subscription to get there. The account has to be unused as well, measured on when someone last actually opened 1pm, and staying signed in counts. An account in daily use is never a candidate, whatever its billing is doing. Inactivity and automatic deletion covers the whole sequence, including the one group that's exempt outright.

Trial accounts that never added a payment method start the same sequence 60 days after the trial ends rather than nine months.

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.

It's worth being precise about what that state actually does, because it's easy to read a failed charge as a warning about something that happens later if you don't sort it out. Half of it has already happened. Creating new things (a new event, a new contact, a new invoice, a new menu, a new file in the library) is blocked from the moment the status changes. Everything else carries on exactly as before: you can open, edit and delete what you already have, your crew's share links keep working, and your automations keep sending. Team members you've shared the account with keep working on the same terms as you. The Account page says the same thing in the same words.

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.

Prices are exclusive of sales tax, VAT and GST, so anything that applies is added on top of the price shown rather than taken out of it. We are registered for GST in Australia and nowhere else: an Australian subscriber pays 10% on top, and everybody else pays the price as printed. Stripe works it out from your billing address, and it appears as its own line on the invoice.

The cost breakdown on the billing page shows the tax as its own term, so it reads base plus seats plus GST equals the total. That is the same figure the Stripe portal shows and the same one your card is charged, rather than the price before tax.

You can record your business address and tax number under Your business address and tax ID on the billing page. They appear on the invoices we send you.

How subscribing works covers the plans, the prices and your first charge.
Your crew allowance and account usage covers the 25 included crew and what counts as active.
Working with a team covers what a colleague can do once their seat is added.
Inactivity and automatic deletion covers how long a dormant account is kept.