When something isn't working

Most of what goes wrong on 1barn has a short explanation. Here are the ones we see, and what fixes them.

Signing in happens on 1barn's own page at app.1barn.com: with Google, with an email address and password, or with Email me a sign-in link. The link comes from no-reply@1barn.com with the subject Your 1barn sign-in code: 482 913 (your own six digits): tap Sign in to 1barn in the email and then Sign in on the page it opens, or type the code on the sign-in page. Either works once, for 15 minutes. Forgot password? sends the same email: once you're in, you land on My profile › Sign-in, where you set a new password.

Check spam and promotions. If it's there, mark it not spam so the next one lands in your inbox.
Check the address. A link or code only goes to an address that already has a 1barn login, so a typo or a second email address gets nothing at all, with no error. The page says the same either way, on purpose.
Asked for several? Any of them works, but only one, once: signing in spends the rest. Five links an hour is the most one address can get, and five wrong codes in a row end them; ask for a new one.
A link that says it has been used or has expired: ask for a new one on the same page.
If you've only ever signed in with Google, there's no password to reset. Sign in with Google or with an emailed link, then Add a password under My profile → Sign-in; after that both work, on the same login.

A passkey doesn't work

A passkey signs you in with Face ID, Touch ID, your phone, or your password manager, with no password or email to wait for. It works with 1Password, iCloud Keychain, Google Password Manager, Windows Hello, and other password managers. Add one under My profile → Sign-in → Add a passkey, then choose Sign in with a passkey on the sign-in page, or pick it from the suggestions under the email field.

Nothing appears when you tap Sign in with a passkey: the device you're on may not have your passkey. Choose Use a phone or tablet in the browser's window to scan a code with the phone that has it, or sign in another way and add a passkey on this device too.
Using 1Password? Make sure it's unlocked and its browser extension is on; 1Password then offers the passkey itself. On iPhone and Android, turn on 1Password under the phone's passwords or autofill settings.
“That passkey isn't on your 1barn login any more”: it was removed under My profile. Sign in another way and add a new one; your browser or password manager may stop offering the old one on its own, or delete it there.
A security key needs a PIN set: 1barn asks the key to check it's you.
The phone app doesn't offer passkeys yet; sign in there with a password, Google, or an emailed link.

A sign-in is good for fifteen minutes from the moment you tap the button. New owners often stop partway to set a password, read the welcome email, and come back later. Nothing is wrong: the password you set is saved. Tap Sign in again.

“Your account isn't a member of any facility yet”

You signed in fine, but no barn has invited this address. Invitations come by email, subject You're invited to [barn] on 1barn, and the link in it expires after seven days and works once. If yours has expired or was used on another device, ask the barn to send it again from your person page. If you signed in with a different address than the one they invited, use the invited one.

The wrong barn

One login can belong to several barns. The web app opens the first one on your account. If that isn't the barn you expected, email support@1barn.com and we'll put the right one first.

I can't see a horse

Staff see every horse. A customer sees the horses they're a party to: an owner, a lessee, a family member on the horse's record. A vendor sees the horses they're linked to. If a horse is missing, the barn adds you on the horse's Owners card; nothing on your side needs changing.

Logins have one of five roles: owner, staff, instructor, customer, vendor. Editing horses, people, spaces, and the daily round is for owner and staff. Only the owner changes what a login may do, on the person's page, and only the owner can grant staff access. The owner can't change their own role; that's how a barn keeps its owner.

Finance is for the owner and for managers the owner allowed it, so other staff don't see it at all; on an event they see a Paid or Balance due chip instead of amounts. Other areas follow the plan: Stable has the barn; Barn adds Sign, Files, Messages, and Events; Program adds Lessons. If an area you expected isn't in the menu, the owner can see what's on the plan under Settings → Plan and billing.

Card declined

When a renewal fails, Stripe retries the card over the following days and the barn stays open while it does. The owner can update the card under Settings → Plan and billing → Card and invoices, which also has every receipt. If every retry fails, the subscription ends and everyone sees this barn's 1barn subscription has ended until a card goes through.

The subscription ended or was paused

A canceled, paused, or unpaid subscription closes the barn for everyone, owner included; the data is kept. The owner opens Settings → Plan and billing and resumes or adds a card. Moving to a smaller plan keeps everything you entered; the areas that plan doesn't include leave the menu until you come back up.

Email from 1barn stopped coming

Everything 1barn sends comes from no-reply@1barn.com: codes, sign-in links, invitations, forms to sign, support replies. If an address bounces, or someone marks a message as spam, we stop sending to it, quietly and for good. If you think that happened to you, email support@1barn.com from the address in question and we'll clear it.

The phone app

The app is the web app in a shell, loading app.1barn.com, so sign-in happens inside it the same way as in a browser, Google included. A page that stops responding: pull down to reload it. If that doesn't help, force-quit the app and open it again; you stay signed in.

Still stuck?

Click Help in the bottom corner of any page on a computer, or open Help and support from the menu behind your name, from My profile on a phone, or from ⌘K. The assistant answers right away and knows your barn. If it doesn't help, choose Talk to a person and one of us picks it up; you get the reply there and by email. Or write to support@1barn.com, with the time it happened and which page.

A few other ways in, where a question tends to come up: when a page breaks, the error page's Write to 1barn Support under Try again (owners, managers and staff), with the error's reference attached for you; the last line of Barn settings, Questions about 1barn? 1barn Support; and Ask 1barn, which answers how-to questions from this help center and, when it can't, ends its answer with Write to 1barn Support, your question already in the box and not sent.

Seeing a specific message you don't understand? They're listed, with what each means, in Error messages, explained.