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Billing Issues

This guide covers common billing and subscription problems across The One Stack.

Subscription Not Activating​

Symptom: You subscribed to a product, but it still shows as locked or unavailable.

Debugging Steps​

  1. Wait 1-2 minutes — Subscription activation is event-driven and typically completes within seconds, but can take up to 2 minutes during peak times.
  2. Refresh the page — Hard refresh with Ctrl+Shift+R (Windows/Linux) or Cmd+Shift+R (Mac).
  3. Check Hub > Billing — Verify the subscription shows as "Active" (not "Pending" or "Past Due").
  4. Sign out and sign back in — Your session token may not yet include the new product entitlement. A fresh login forces a new token with updated permissions.
  5. Check payment method — If the initial charge failed, the subscription will be in a "Pending" state. Update your payment method in Hub > Billing > Payment Methods.

Common Causes​

  • Payment failure on first charge — The subscription is created but not activated until the first payment succeeds.
  • Cached session token — The JWT token issued at login includes your product entitlements. A new subscription requires a token refresh or re-login.

Payment Failed​

Symptom: You receive an email that your payment failed, or see a "Past Due" status on your subscription.

Debugging Steps​

  1. Check your card details — Go to Hub > Billing > Payment Methods and verify your card has not expired.
  2. Contact your bank — Some banks block recurring international charges by default. Verify the charge from "The One Family LLC" is not being declined.
  3. Update payment method — Add a new card in Hub > Billing > Payment Methods, then set it as the default.
  4. Retry the payment — Once your payment method is updated, go to Hub > Billing > Invoices, find the failed invoice, and click "Retry Payment."

Automatic Retry Schedule​

The One Stack automatically retries failed payments:

  • 1st retry — 3 days after initial failure
  • 2nd retry — 5 days after initial failure
  • 3rd retry — 7 days after initial failure
  • Suspension — If all retries fail, the subscription is suspended after 7 days. You will receive email notifications before suspension.

Invoice Discrepancies​

Symptom: The invoice amount does not match what you expected.

Common Causes​

  1. Mid-cycle subscription changes — If you add or remove products mid-billing cycle, the invoice will include prorated charges or credits.
  2. Usage-based charges — Some products (e.g., Agents, Voice) include usage-based components that vary month to month.
  3. Tax — Sales tax is calculated based on your billing address and may vary by jurisdiction.
  4. Bundle pricing — If you subscribe to a product bundle, adding or removing individual products from the bundle may change the bundle discount.

How to Review​

  1. Go to Hub > Billing > Invoices.
  2. Click on the invoice in question.
  3. Review the line items — each line shows the product, quantity, unit price, and any prorations.
  4. If you still have questions, open a support ticket with the invoice number.

Product Access After Payment​

Symptom: Your payment succeeded, but you cannot access a specific product feature.

Debugging Steps​

  1. Check your plan tier — Some features are only available on higher-tier plans. Go to Hub > Billing and verify your plan level.
  2. Check user permissions — Even with a subscription, individual users need the correct role to access certain features. Go to Hub > Team > [User] > Permissions.
  3. Check product-specific setup — Some products require initial configuration before all features are available (e.g., RMM requires agent installation, Defend requires endpoint enrollment).

Trial Expiration​

Symptom: Your trial ended and you lost access to a product.

What Happens When a Trial Expires​

  • You lose access to the product immediately.
  • Your data is retained for 30 days after trial expiration.
  • To regain access, subscribe to a paid plan in Hub > Billing.
  • Once subscribed, all your trial data will be available immediately.

Extending a Trial​

Trial extensions are handled on a case-by-case basis. Contact support at [email protected] with your organization name and the product you need extended.