Hospitable uses a Marketplace balance to fund any task that we handle payment for, including:
Autopilot cleanings
ad-hoc Marketplace cleanings
and payments to your own teammates through Pay Your Own Team.
This article explains how the marketplace balance works, how automatic top-ups are charged, how to track activity, and what to do if something goes wrong.
Marketplace balance and top-ups are available for US properties only and are not available on the Legacy plan.
Learn more about Marketplace / Autopilot cleans here: Marketplace Cleanings
and about Pay Your Own Team here: Tasks App: Set Up the App, Invite Your Team, and Pay Teammates
How do I see my Marketplace balance and activities?
You can find the marketplace balance page under Settings > Payments & Payouts > Marketplace.
When Top-Ups Are Pulled From Your Bank
A marketplace top-up is the charge Hospitable pulls from your saved payment method into your Marketplace balance so a teammate / your cleaner can be paid.
When the top-up is pulled depends on what's being funded:
1. Autopilot & ad-hoc cleans
Autopilot cleanings use a prepaid balance system. This ensures cleaners are paid on time and prevents missed cleanings due to insufficient funds.
When creating an autopilot cleaning task, you’ll see:
Cost per clean
Required prepayment
At setup, you prepay 2× the cost per clean. These funds will cover your next two cleanings. 👉 Example: If one clean costs $97.50, you'll prepay $195.00.
Your balance is designed to always stay one clean ahead.
2. Pay Your Own Team (PYOT)
Hospitable looks at upcoming payout runs and pulls the exact amount needed. The top-up is pulled 5 days before the scheduled payout date.
💰 a top-up may take up to 2 business days to appear in your balance after it is initiated.
What each status on your Marketplace balance means
Top-up initiated: Hospitable has started pulling funds from your bank. The money has not yet arrived in your balance.
Added to balance: The top-up was successful and the funds are now in your Marketplace balance.
Payment sent: A payout has been initiated to your teammate. This does not mean the teammate has received the money yet.
Paid to teammate / cleaner: The payout has reached the teammate's bank account.
Managing Your Payment Method
You can update the payment method that funds your Marketplace balance at any time. Go to Settings ⚙️ → Payments & Payouts → Bank accounts.
If you change it:
Your existing prepaid balance remains in place
Future automatic charges apply to the new method
Adding or Withdrawing Funds Manually
Go to Settings ⚙️ → Payments & Payouts → Marketplace.
Click the … next to your balance.
Select Add funds or Withdraw.
Withdrawals are returned to the bank account linked to your Marketplace and typically take 3–5 business days to arrive.
Why Can't I Withdraw My Balance?
If the Withdraw option is greyed out or returns an error, it is almost always because the system has detected pending tasks with payment amounts still assigned, and Hospitable has reserved the funds for those upcoming tasks.
To free up the balance:
Go to Operations → Task Calendar → Upcoming Tasks.
For each pending task, either cancel it or set its payment amount to $0.
Return to Settings ⚙️ → Payments & Payouts → Marketplace and try the withdrawal again.
Withdrawals from a top-up are available 5 days after the top-up was created.
Deleting a payment method from Marketplace
Deleting a payment method is not currently supported. As a workaround, we recommend renaming it so it's clear it's no longer in use. (for example, add "INACTIVE" to the name)
You can change the payment method name by going to Settings > Payments & Payouts > Bank Accounts.
What to Do If a Top-Up Fails
If Hospitable can't charge your payment method, the top-up will not complete and your balance will not be restored. You'll see a "Payment Failed" message under Settings ⚙️ → Payments & Payouts → Marketplace.
You'll receive an email notifying you of the failure. Hospitable will automatically retry the top-up every 4 hours.
If your balance cannot cover the next scheduled cleaning, Autopilot cleanings will pause until sufficient funds are available.
To resolve a failed top-up:
Update your payment method under Settings ⚙️ → Payments & Payouts → Bank accounts, or
Retry the failed charge by clicking Retry payment under Settings ⚙️ → Payments & Payouts → Marketplace.
Disputes and Chargebacks - if you think the marketplace charge was incorrect
If you believe a Marketplace charge is incorrect, please contact Hospitable support first. Filing a dispute or chargeback through your bank for a Marketplace charge can have unintended effects, such as:
Hospitable may need to top up your balance again to cover the disputed amount, which creates additional charges.
Repeated disputes can affect your ability to use Marketplace payments going forward.
If you paid a teammate off-platform by mistake (for example, after Hospitable had already processed the payment), the best path is to ask the teammate to refund you directly or apply the amount as credit toward a future task. Hospitable does not currently have a built-in reversal once a payout has been sent.