Support
Two places to get an answer. Which one depends on whether your question is about your Lodge’s records or about the platform itself.
Ask your Lodge Administrator
Minutes, attendance, member records, your role and offices, event details, dues and anything else entered by your Lodge. Your Lodge controls this information — we cannot read or change it for you.
- Getting an account, or an invitation that never arrived
- Correcting your name, contact details or membership status
- Starting or renewing the Lodge subscription
Contact freemasons.one
Sign-in problems, platform faults, billing for the Lodge subscription, and the mobile app. Write to us and we will reply within two business days.
Signing in
I don't have an account.
Accounts are issued by your Lodge, not by us. Ask your Lodge Secretary or Lodge Administrator to send you an invitation. You cannot register as an individual member — freemasons.one is a private platform for established Lodges.
I forgot my password.
Choose Forgot password on the sign-in screen. We email a reset code to the address your Lodge has on file. If that address is out of date, your Lodge Administrator can correct it.
I've lost my authenticator and can't complete sign-in.
Write to support@freemasons.one from the email address on your account. We verify your identity with your Lodge Administrator before resetting multi-factor authentication.
The mobile app
The app shows a subscribe notice instead of my Lodge.
The mobile app opens once your Lodge has an active subscription. If the free trial has ended or the subscription has lapsed, the app shows a subscribe notice in place of Lodge content. Your Lodge Administrator can start or renew the subscription at app.freemasons.one, and the app opens as soon as that goes through.
Which sign-in does the app use?
The same account you use on the web. Sign in with your existing email and password — there is no separate app account to create.
I'm not receiving notifications.
Check Profile → Notifications in the app, and confirm notifications are permitted for freemasons.one in your device settings. Each notification type can be turned off individually, and every email we send carries an unsubscribe link.
Billing
Who can see and change the subscription?
Lodge Administrators manage the subscription from the web app. Payment is handled by Stripe; we do not store card details. Financial records inside a Lodge are private to that Lodge — platform staff have no default access to them.
How do we get our data out?
Lodges can export minutes, rosters and reports as PDF and Excel at any time from the web app. If a subscription is cancelled, Lodge data remains available for a 90-day grace period so it can be exported before deletion.
Reporting a fault or a privacy concern
For faults, send us the Lodge name, what you were doing, what you expected, and what happened instead. A screenshot helps. Write to support@freemasons.one.
For access, correction or deletion of your personal information, contact our Privacy Officer at privacy@freemasons.one. The Privacy Policy sets out those rights in full.
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Support: support@freemasons.one