Troubleshooting
Most things in 1pm work without a hitch, but events run on tight schedules and the few things that can go wrong tend to surface at inconvenient moments. This article is a checklist of the common problems and what to try first.
If anything here doesn't resolve the issue, email [email protected]. A real person reads that inbox.
I can't sign in
Check that your email address is correct. The most common cause of a failed sign-in is a typo in the email address.
If your password isn't working, double-check that Caps Lock is off and your keyboard layout is set as you expect. Passwords are case-sensitive.
If you keep getting "wrong password" with a password you know is correct, your account may be temporarily locked after several failed attempts. Wait 10 minutes and try again.
Password reset is not a self-service feature in 1pm yet. If you genuinely can't remember your password, email [email protected] from the address on the account and we will help you back in.
My crew can't open the link
Ask the crew member to forward the URL they have. The most common cause is a typo, especially if the link is missing even one character when copied.
If they paste the URL and see "Link not active", the link has been revoked. Open the planner, generate a new link for that crew member in the Share panel, and send it again.
If they see a slow load or an error, ask them to refresh once. The page is mobile-first and recovers from a single transient failure. A second failure is usually a connectivity issue on their device.
If they tap the link and a different app opens instead of a browser (some messaging apps open links in their own in-app browser), ask them to copy the link and paste it into a real browser (Safari, Chrome, etc.). Most in-app browsers work, but a few have limitations with live updates.
Crew aren't seeing my latest changes
Check the connection indicator on the crew view. If it says Offline or Syncing, the crew member is on a flaky network and updates will catch up once they reconnect.
If it says Online and the changes still aren't there, ask the crew member to refresh the page. This re-fetches the timeline from scratch.
If a refresh doesn't fix it, check that the changes saved on your side. In the planner, an inline edit saves when the field loses focus. If you typed something and immediately closed the browser without clicking elsewhere first, the save may not have gone through. Re-open the planner and re-make the edit.
A timeline item isn't showing on the crew view
The most common causes:
The item has an empty title. Items with no title are hidden from the crew view (they are treated as drafts). Type a title in the planner and the item appears.
The item is marked Private and the crew member is not the Responsible person on it. Private items are only visible to the assigned crew member.
The crew member is on the Mine view, and the item is not assigned to them. Ask them to switch to the All view, or assign them as Responsible.
The crew member's link has been revoked. They'll see a "Link not active" message rather than a missing item.
I didn't get an email from 1pm
Check spam, junk, and Gmail's Promotions or Updates tabs. Verification emails and share-link invitations both come from the mail.1pm.app sender domain.
Check that you typed your email correctly when you signed up. A typo on signup means the email goes nowhere.
If you are trying to send a share-link invitation and the button is greyed out, the most likely cause is that you haven't verified your email yet. The Share panel shows a banner with a Verify now link. Verifying takes thirty seconds.
There is also a daily limit of 200 outgoing emails per account per day. Hitting that cap is rare because they are all sent individually, but possible if you are running a very large event with many shared run of show links. The limit resets at midnight UTC.
The Stripe billing page won't open
Stripe's customer portal opens via a redirect from 1pm. If you click Manage billing and payment and nothing happens or you see an error:
Try a different browser. Some privacy extensions block third-party redirects.
Disable browser extensions temporarily, then retry.
If the redirect succeeds but the portal itself is slow or shows an error, Stripe may be having a temporary issue. Try again in a few minutes.
If none of those work, email [email protected].
I added a card but the page still says my trial has ended
Stripe and 1pm communicate via webhooks, which usually arrive within a few seconds but can occasionally lag. If the Billing page shows the old status:
Refresh the page once. The status updates on every page load.
Wait a minute and refresh again. Webhook delivery is fast but not instant.
If the status is still wrong after a few minutes, email [email protected] with the rough time you added the card and we can sync the state.
A run of show item shows the wrong time
Times are always shown in the event's local time zone. A crew member opening the link from a different city will see the same time you typed in the planner, not a converted time.
If a time really is wrong, check the start time on the row in the planner. The inline cell shows the saved value. If it's wrong there, type the correct time and click out of the field to save.
A reorder won't stick
The timeline auto-sorts by start time after every time edit. If you drag a row to a new position and then change a time, the row will move to its new chronological place.
Drag-to-reorder is most useful for two items at the same time, or while you are roughing out a plan before times are set. If you need a specific order with different times, set the times to reflect the order you want.
Anything else?
If you've worked through the above and you're still stuck, lodge a help ticket.
