Can I pause my subscription?
Although we don't offer subscription pauses, you can cancel your subscription and join us again when you're ready. We'll keep your settings and preferences while you're away, so you won't skip a beat upon your return!
However, please be aware that for Legacy subscriptions (started prior to May 2024), this plan is no longer available for new subscriptions. If you cancel and resubscribe later, you'll need to choose from one of our newest plans (Host, Professional, or Mogul).
Why was I billed when I have no active properties?
Your base price includes a certain number of active properties (1 on the Host Plan, 2 on the Professional Plan, and 3 on the Mogul Plan). Additional properties are subject to add-on fees.
As part of our seasonality discount, these additional fees are only charged when properties are active (have had at least one check-in within the billing cycle or have Dynamic Pricing enabled). Your base price is always charged as long as your subscription is active, regardless of activity.
Think of this like your cell phone plan. Your provider gives you an allocation of minutes, messages, and data each month for a set price, and you pay more should you use anything outside your allowance. But even if you don't use any of the allowances, you still pay for your monthly line rental.
Why was I charged after adding a new payment method? (I was double-charged or charged during my free trial period.)
When you add a new payment method to Hospitable, we run an authorization to verify the card. This isn't an actual charge—no money is collected—but your bank may temporarily show it as a pending transaction. Since we don’t control these holds, you can check with your bank for more details on when it will be removed. You will not be charged until your invoice date.
I just paid, but my subscription is not active. What happened?
When you add a new payment method, we place an authorization hold to confirm your card is valid. This isn't a charge—no money is collected—but your bank may show it as a pending transaction.
If the actual payment for your invoice fails, your subscription won’t start, even if the authorization appears pending. Please double-check with your bank to make sure your card has enough funds to cover the full invoice amount and the authorization.
Once we successfully collect payment, your subscription will be activated automatically.
Still having trouble? Try adding your card through PayPal instead.
Why can't I manage or cancel my subscription? The subscription page doesn't show up on my app.
Hosts cannot manage their subscription using our app. Instead, you can make changes to your subscription by using your computer or by visiting the web version from your phone (https://my.hospitable.com/user/hello).
How can I exclude smart locks on my Hospitable account to avoid being charged for them?
You can exclude smart locks from your Hospitable account by removing the lock from its property scope.
To do that, please follow these steps:
Go to the Devices Dashboard > Devices tab
Select the lock you want to exclude
Click the "Edit" button
Deselect the property from the list
Hit the "Save" button
I don't see the answer to my question
You can contact our support team by selecting Help on your Hopsitable account, or by emailing [email protected].