This article covers frequently asked questions related to subscriptions, billing, plan changes, annual commitments, and payment issues.
Can I pause my subscription?
Subscription pauses are available for users on the Host, Professional, or Mogul plans. Pauses are offered only during the cancellation flow when you select an eligible reason. They are:
It’s off-season
You’re selling your property
You’re switching to mid- or long-term rentals
You’re hiring a property manager
If eligible, you can pause for up to 4 months.
Important limitations
Pauses are not available on the Legacy plan
Cannot be extended beyond 4 months
Cannot be used if you paused recently
Not available if your account has a failed payment or unpaid invoice (in dunning)
To request a pause: Go to Settings ⚙️ → Plans & billing → Cancel anytime → Choose an eligible reason → complete the flow until a pause is confirmed.
If you cancel instead of pausing, your settings and rules remain saved.
Why was I billed when I have no active properties?
Your base subscription price is always charged as long as your subscription is active, even if all properties are muted or inactive. In order to stop or pause billing entirely, you must cancel or pause your subscription.
Why was I charged after adding a new payment method?
When you add a new card, we run an authorization hold to verify it. A small pre-authorization amount is held temporarily to confirm that the card is active and operational. This hold is typically reversed within a few business days, depending on your bank's processing timeline.
This is not a charge.
No money is collected.
Your bank may show it as a temporary pending transaction.
The hold will clear automatically based on your bank’s processing timeline. You are only charged on your invoice date.
If you're on a trial and subscribe to a monthly plan, you will not be charged for your first monthly invoice until the end of your free trial period.
I just paid, but my subscription is still canceled. What happened?
Adding a card creates an authorization hold. Once authorized, we will attempt to collect the funds for your invoice.
If you see a charge on your credit card but your subscription is canceled, it's likely that we were unable to successfully collect payment. If your invoice payment fails:
Ensure that your card has at least twice the subscription amount available, as a failed renewal could stem from insufficient funds for the pre-authorization or subscription fee.
Your subscription will not activate.
The authorization may still appear pending.
Please confirm:
Your card has sufficient funds to cover both the authorization and the invoice amount.
The full invoice amount can be collected and your bank has not flagged the charge.
Once payment succeeds, your subscription activates automatically.
Can I upgrade my plan?
Yes.
If you're on a monthly plan
Go to Settings ⚙️ → Plans & billing → Your plan.
Changes apply immediately.
Your payment will be prorated.
Any credits are applied to your next invoice.
Note: If you are on a Legacy Plan, you will not be able to return to it if you upgrade to another plan type.
If you are on an annual plan
Annual subscriptions are a 12-month commitment
You may upgrade mid-term, including plan type (e.g., upgrade from Host to Professional) and/or the number of active properties (e.g., upgrade from 2 properties to 3 properties)
Contact sales or the support team to discuss upgrade options.
When does billing stop after cancellation?
Monthly plans: Billing stops at the end of the current billing period.
Annual plans: Billing stops at the end of the 12-month term.
Annual plans cannot be cancelled early.
What happens if I exceed the number of properties on my annual plan?
If you add more active properties than your annual plan includes:
You will incur overage charges based on the monthly plan rate. See details here.
Overages may also apply if you exceed the included number of smart devices per property.
If you would like to increase the number of properties in your annual contract, please reach out to support.
Why can’t I manage or cancel my subscription in the app?
Due to app store restrictions, Subscriptions cannot be managed in the mobile app.
To manage your subscription:
Use a desktop browser, or
Use a mobile browser at: https://my.hospitable.com/user/hello
How can I exclude smart locks to avoid charges?
Unmatching a lock stops all automation and prevents additional device charges for that property. To exclude a smart lock from billing:
Go to Devices → Overview → Smart Locks
Select the lock
Click Edit
Deselect all properties
Click Save
Does Hospitable send monthly invoice emails?
Yes. Each month, the primary account owner receives:
A subscription invoice email
Payment failure reminders (if applicable)
What happens if my payment fails?
If your payment fails, we will alert you via email and through a payment failure banner on your account. We offer a few days grace period; if your subscription invoice is not able to be collected after that, your subscription will automatically cancel. After a payment fails, multiple attempts are made to recover the balance within the grace period. Common reasons for payment failure include incorrect card details or insufficient funds.
If your subscription cancels, you can restart it at any time. However, Legacy subscription plans cannot be reactivated after cancelation.
If you need help determining why your payment failed, contact our support team.
Why am I seeing an EU VAT verification error?
Error message: “Operation Failed as the EU Country Entered in Billing Address By Customer Cannot Be Verified Against IP Address or Card BIN Number”
As an EU-incorporated company, Hospitable must collect VAT from EU B2C customers.
We must collect two pieces of evidence confirming your billing country:
Your IP address must match your billing country.
Your card’s issuing bank must be located in that same country.
If they do not match, update your billing details.
PayPal users may need to provide a card issued in their billing country.
This does not apply to:
Customers outside the EU
EU business customers with a valid VAT number