My Account
The My Account page is where you manage your Pigeonhole subscription and billing, keep your login secure, set the PIN you use on shared devices, choose which emails we send you, and — if you ever need to — delete your account. What you see depends on your role: only the account owner sees the subscription and billing section, and the Manage PIN and Staff notifications cards only appear for staff and admin users.Open in app: My Account.
Subscription & Billing
Your subscription is priced on the number of children at your setting and paid for a year at a time. It doesn’t renew automatically: we remind you before it ends, and you renew from this page.The account owner sees this section. If your setting is part of an organisation, the organisation owner manages one subscription for all its sites.
Viewing your subscription status
The Subscription Status card shows:- A status badge — Trial, Active, Expired, Cancelled, or None.
- Current Children — how many children are on your roll now (or Children across your organisation if your setting belongs to an organisation).
- Plan Limit — the number of children your plan covers.
- Trial Ends, Renewal Date, or Access Until — when your trial finishes, your subscription next needs renewing, or a cancelled subscription stops, with the number of days remaining.
How plans work
Each plan covers up to a maximum number of children, shown as Plan Limit on the Subscription Status card. Choose a plan with room for the children on your roll. Prices are on our pricing page and exclude VAT.Which children count
Your plan counts the children on your roll:- Children on the waiting list don’t count, including any you import onto it.
- Archived children don’t count. Archive leavers once they’ve gone so they stop counting. See Archiving children.
- Children you’ve added ahead of a future start date do count from the day you add them. Keep them on the waiting list until they start if you’re near your limit.
When you reach your limit
Once your roll reaches your plan’s limit, Pigeonhole stops you:- adding a child;
- importing children from a spreadsheet. The whole import is refused and nothing is saved, so you can remove some rows or move them to the waiting list, then import again;
- importing funding forms that would create children who aren’t already on your roll;
- moving a child off the waiting list;
- restoring an archived child.
Adding children to your plan
If your numbers grow part-way through your subscription, for example with a January intake, you can move to a bigger plan for the rest of your subscription. You only pay for the months that are left, and your renewal date doesn’t change.- In the Subscription Status card, click Add children.
- Move the New plan size slider to the plan you need. Only plans bigger than your current one are shown.
- Check the price. It’s the difference between your current plan and the new one, for the months until your renewal date. The month you’re in counts as a whole month.
- Click Continue to Payment and pay by card. Your new limit applies as soon as the payment goes through.
Adding children isn’t refundable, including if you cancel your subscription later.
Your free trial
New settings start with a 30-day free trial with no limit on children. We email you 15, 5 and 1 days before it ends. Choose a plan at any point during the trial to start your paid subscription straight away.Paying for or renewing your subscription
A button appears in the top-right of the Subscription Status card during your trial (Upgrade to Paid Plan), in the 30 days before your renewal date (Extend Subscription), and after your subscription has expired (Reactivate Subscription). We also email you 30, 7 and 2 days before your renewal date.- Click the button to open the plan window.
- Move the Plan size slider to the plan you want. Pigeonhole shows how many children you have now and starts the slider on the smallest plan that covers them, so if you’ve archived leavers since you last paid you may renew on a smaller plan. You can’t choose a plan smaller than the number of children on your roll.
- If this is your first subscription, you can turn on Choose your renewal date and pick the date you’d like to renew each year. See Your renewal date below.
- Check the price, including any discount on your account, and click Continue to Payment.
- Pay by card on the secure payment page.
- A green Payment Successful! banner confirms your subscription is up to date. If you leave the payment page without paying, you’ll see Payment Canceled instead and nothing is charged.
Your renewal date
Unless you choose a date, your subscription runs for a year. If you pay during your free trial, the year starts when the trial ends, so you don’t lose any trial days.Choosing your renewal date when you first subscribe
When you take out your first subscription, you can choose the date it renews each year. For example, many settings pick 1 September so their subscription lines up with the school year and they renew when their numbers are lowest.- In the plan window, turn on Choose your renewal date.
- Pick a date. It can be between 3 and 14 months after your subscription starts, and Pigeonhole suggests the next 1 September that fits.
- The price updates to cover your first term only, charged for the number of months until your chosen date. A term of 9 months and a week is charged as 9 months, and anything from half a month upwards counts as a whole month.
- The plan window shows the date your first term covers you until. After that, you renew for a year at a time on the same date.
You can only choose your renewal date when you first subscribe. Once you’ve paid, the option no longer appears. To move your renewal date after that, email support@pigeonholeapp.co.uk.
When you renew
- Renewing early adds a year to your current renewal date, so you never lose days you’ve already paid for.
- Renewing after your subscription has expired starts a new year from the day you pay.
If your subscription expires
When your subscription expires, Pigeonhole becomes read-only. Everyone can still sign in and see everything, including children, invoices, observations and reports, but nothing can be added or changed until you renew. Your data is kept. Renew from this page to carry on where you left off.Cancelling and refunds
To cancel, email support@pigeonholeapp.co.uk.- Cancel within 30 days of starting a subscription year and we refund it in full.
- After that, we refund each whole month left in your subscription. The month you cancel in counts as used. If you chose a renewal date for your first term, the refund is worked out on the months that term was charged for.
- Payments for adding children aren’t refunded.
- Refunds are paid by bank transfer. The card shows Access Until, the date your access ends.
Viewing your billing history
Click Billing History in the Subscription Status card to open your billing account, where you can see past payments and download invoices and receipts.Account Settings
The Account Settings section is available to everyone and holds the security controls for your own login.Change Password
- In the Change Password card, enter your Old Password (if you already have one set).
- Enter your New Password. It must be at least 6 characters and include an uppercase letter, a lowercase letter, and a special character.
- Enter it again in Confirm New Password.
- Click Change Password.
If you sign in with a passkey or one-time code and have never set a password, this card shows Set Password instead, and you won’t be asked for an old password.
Security Settings
The Security Settings card lets you turn Two-Factor Authentication on or off. When enabled, it adds an extra layer of security when you sign in with a password. Use the switch to toggle it — the change is saved immediately.Passkeys
Passkeys let you sign in without a password, using your device’s fingerprint, face, or screen lock.- The Passkeys card lists any passkeys you’ve registered, along with the device name and when each was created and last used.
- To set up a passkey, choose the passkey option when you sign in — new passkeys are created during login, not from this page.
- To remove a passkey, click the trash icon next to it and confirm. You’ll no longer be able to use that passkey to sign in.
Manage PIN
Staff and admin users can set a PIN for quick user switching on shared mobile devices — for example when several team members share a tablet at the register.- In the Manage PIN card, enter a 6-digit New PIN.
- Enter the same digits again in Confirm PIN.
- Click Update PIN.
Managers can also set a PIN on a staff member’s behalf from the Staff page — the PIN is generated, emailed to them, and shown to the manager once. Use this for new starters, forgotten PINs, or staff who can’t sign in here because their setting uses authorised devices.
Staff Notifications
The Staff notifications card controls the emails Pigeonhole sends you about what’s happening at your setting. It appears for staff and admin users.Announcement emails
When someone publishes an announcement to families, everyone on the team gets an email so you know what parents have been told — useful when a parent mentions it at pick-up and you haven’t seen it yourself.- The switch is on by default. Turn it off if you’d rather not be emailed.
- The change saves as soon as you toggle it.
- You’re never emailed about an announcement you published yourself.
- The email links straight to the announcement in Pigeonhole, so you can read it in full.
Turning this off only stops the emails. You can still read every announcement that has been sent at any time from the Announcements page.
My Signature
The My signature card holds the signature you add to forms with Use my signature, so you don’t have to draw it every time. It appears for anyone with a staff record at the setting.
- Save my signature so I can reuse it is on by default. The first signature you draw on a form and save is kept here.
- Draw signature (if you haven’t signed a form yet) or Replace signature lets you draw one now.
- Delete signature removes it. The next form you sign saves a new one.
- Turning the switch off deletes the signature Pigeonhole holds and stops it keeping a new one.
Delete Account
- In the Delete Account card, click Delete Account.
- Confirm when prompted.