Frequently asked questions
Getting started
Do I need Pipedrive to use Lokom?
Yes. Pipedrive is the premise, not one connector among several. You can sign up without it and connect later, or invite the teammate who has admin access — but nothing calculates until Pipedrive is connected.
I'm not the Pipedrive admin. Can I still start?
Yes. Sign up with email, then either invite your Pipedrive admin as a Lokom admin, or use Refer a colleague at sign-up to send them an invite.
How long does setup take?
The clicking takes well under an hour. The slow part is deciding what your plan should be, not entering it. Budget an afternoon for a first pass.
Does Lokom write anything back to Pipedrive?
No. Lokom requests read access to your deals, pipelines and users.
Plans and rules
Why can't I assign a plan to a person?
Plans attach to roles. Hire someone into an existing role and they inherit its plan automatically. Two reps paid differently need two roles, even with the same job title.
Can I change a plan that's already live?
Not directly — a live plan's rules are locked. Deactivate it, then Reactivate to get an editable draft, make your changes, and Activate again. The role has no active plan for as long as it sits retired, so reps stop accruing until you finish — do it in one sitting. → Plan lifecycle and versions
What happens to old payouts if I change a plan?
Nothing. Closed statements keep the version that produced them.
Do I have to run the Stress Test?
Usually no — it's advisory and you can skip it. It's the cheapest way to catch a rate that pays more than you meant.
Two rules are paying on the same deal. Is that a bug?
No — Lokom warns you about it and lets you decide. Either narrow one rule with a filter, or click Yes, keep both if the double payment is intentional.
Periods and closing
What is a commission period, exactly?
The window Lokom groups deals into — monthly, quarterly or custom ranges you define. It is not your payroll date.
Can I change the period calendar mid-month?
You can change it, but a change never alters a period that's already running. New settings take effect from the next period. Lokom shows you the applies-from date before you save.
A deal closed after the period ended. Where does it go?
It depends on your period close setting. If you close automatically N days after the period ends, late deals can still land in it during that grace window. After close, an event keeps the period it landed in.
Can I reopen a closed period?
An admin can, but it invalidates every export generated from it. If payroll already has the file, you'll need to reissue it.
Why can't I export yet?
Exports come after close. "Period must be locked before exports can be generated."
Reps and access
Do reps need a Lokom login?
No, and most never get one. Their commission appears inside the Pipedrive deal they're already working, updating as the deal moves.
What can a rep with a login see?
Three pages in their own sidebar: My Payouts (their own history, period by period, with the deals behind each number, and a PDF of any closed statement), My Plan (their plan in plain terms) and Connections (whether Pipedrive is connected). Their own figures only.
Can reps see what other people earn?
No. And nobody except an admin sees billing.
A rep left. What do I do?
Archive the participant. Their history and closed statements survive; they stop being billable, and past statements show a No longer active badge.
Billing
What counts as a billable rep?
A participant who is not archived, in a role, whose role has a live plan. → Billable reps
Do admins and finance people cost money?
No. Lokom charges for reps under management, not the people managing them. Add as many admins as you like.
Does a draft plan cost anything?
No — draft plans can't run a calculation, so they cost nothing. → Billable reps
Is billing prorated?
No — your bill is a snapshot taken when the period closes. → Billable reps
What happens if I cancel?
You keep access until your paid period ends, then drop to Free — export anything payroll needs before then. → Manage your account
Is cancelling the same as deleting?
No. Cancelling stops the subscription. Deleting destroys the workspace after a 14-day grace period. → Download or delete your data
Data and security
Can I get all my data out?
Yes. Settings → General → Danger Zone → Download your data produces a ZIP with JSON plus a CSV summary, covering settings, users, participants, plans, periods, quotas, payouts, manual deals, invoices and the audit log.
Does Lokom store my card details?
No. Cards are tokenised by Stripe. Lokom never sees or stores your card number, CVC or expiry.
Can I undo deleting my workspace?
Only within the 14-day grace period, and any admin can do it from the Danger Zone. After that it's gone — support cannot restore a purged workspace.