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 → Your plan → 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.
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/I can't access my account. What happened?
When you subscribe, an authorization is run on your payment method. This can appear as a pending charge on your bank statement, even though no funds were collected.
Once your payment method is authorized, Hospitable will attempt to collect the funds for your invoice.
If you see a charge on your credit card/bank statement but your subscription is not active, it means the authorization was seen by your bank, but Hospitable could not collect payment for your invoice.
If your invoice payment fails:
Your subscription will not activate.
The authorization may still appear pending. Your bank will be the ones to clear this, which can take several days.
To activate your account:
Your card has sufficient funds to cover both the authorization and the invoice amount. This might require twice the total invoice amount.
To be clear, you are only charged once. The authorization is not a payment.
If you see any errors, call your bank to address those and clear the payment. Hospitable cannot clear errors such as "Not enough balance." Only your bank can clear that.
Once the full invoice amount can be collected and your bank has not flagged the charge, your subscription will activate.
Can I upgrade my plan?
Yes.
If you're on a monthly plan and wish to upgrade or change plans
Go to Settings ⚙️ → Plans & billing → Your plan → Upgrade 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 and wish to upgrade or change plans
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 or iPad app.
To manage your subscription:
Use a desktop browser, or
Use a mobile browser at: https://my.hospitable.com/user/hello. Make sure not to allow the browser to redirect to the app.
How can I exclude smart locks from my bill/invoice?
Unmatching a lock stops all automation and prevents additional device charges for that property. To exclude a smart lock from billing:
Go to Devices → Smart Locks
Select the lock
Click Edit
Deselect all properties
Click Save
How can I exclude properties from my bill/invoice?
Muting a property prevents it from being added to your next invoice as an active property. If you don't wish to be charged in the future for a property, mute it.
Go to Properties
Click on the property
Click Mute property
Muting, disconnecting, or deleting properties — does it stop billing?
If I mute, disconnect, or delete a property, will I stop being billed for it?
Muting a property hides it from the properties page and stops it from being billed as an active property on future invoices. You will not be charged an active property add-on fee for a muted property.
If you mute a property after the invoice date, the changes will be reflected on the following invoice.
Disconnecting or deleting a channel/listing (e.g., Airbnb) removes the sync, but the property may still count as active if other channels are connected or if the property itself is not deleted. If you don't need to manage the property moving forward and wish to remove it from upcoming invoices, mute the property.
Your bill reflects the number of active properties at the time of invoicing. See here for details on how this is calculated.
Why was I billed when I have no active properties?
Hospitable charges a base subscription fee for all active accounts. This fee applies until you cancel your subscription, regardless of whether properties are active, muted, or disconnected.
The base fee ensures continued access to the platform's services, even if no properties are actively managed. To stop all charges, you must cancel your subscription entirely.
Billing for Active, Muted, and Disconnected Properties
Active Properties
A property is considered active if:
It has a check-in during the billing period.
It uses Hospitable's Dynamic Pricing feature (active property fee is reduced to $10 in this case).
If both apply, then the full price for an extra active property applies.
Charges for active properties are based on the number of unmuted properties in your account. Active properties utilize Hospitable services, such as calendar syncing and guest messaging, and are therefore included in the billing count.
You can review the properties counted as active for billing on the Active Properties page. This page provides a breakdown of charges based on detected guest activity, such as check-ins.
Muted Properties
Muted properties are excluded from property-based charges. However, muting properties does not stop the base subscription fee. If you mute all properties, you will still be charged the base fee as long as your subscription remains active.
Muting applies to future invoices only; past invoices will not be discounted.
Disconnected Properties
Disconnecting properties or channels from Hospitable does not cancel your subscription or stop the base subscription fee. The subscription remains active until you manually cancel it.
Common Scenarios and Billing Implications
Muting Properties on the Invoice Date
If you mute a property after the invoice has been generated, the property will still be considered active for that billing cycle. Credits cannot be issued for properties muted after the invoice is created.
If you don't want a property included on your invoice, mute it before your billing date.
Muting All Properties
Muting all properties prevents additional property-based fees but does not stop the base subscription fee. You will continue to be charged as long as your subscription is active.
How to Avoid Unwanted Charges
To avoid being charged for properties you no longer wish to manage, follow these steps:
Mute Properties: Mute any properties you do not want to include in your billing count. Remember, this only stops property-based fees, not the base subscription fee.
Cancel of Pause Your Subscription: If you no longer need Hospitable services, cancel or pause your subscription to stop all charges. Simply disconnecting properties or channels will not cancel your subscription.
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 cannot be collected after that, your subscription will automatically cancel.
If your subscription cancels, you can restart it at any time. However, Legacy subscription plans cannot be reactivated after cancellation.
My payment failed and I cannot subscribe to the same plan (Legacy plan)
Unfortunately, Legacy plans cannot be reactivated for any reason, including payment failures. If your subscription was canceled due to payment failures, you'll need to subscribe to a new plan. There are no exceptions.
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
If you need help determining why your payment failed, contact our support team.
Why don’t I have access to Direct bookings?
Direct bookings are only available on the Legacy, Professional, and Mogul subscription tiers.
Hosts on the Host plan do not have access to Direct Premium, Direct Basic, or Direct Lite. Because these features rely on payment processing through Stripe, Stripe cannot be connected on Host plan accounts.
Direct booking features require Stripe to process payments, which is only supported on Legacy, Professional, and Mogul plans.
I'm on the Host plan — do I have access to Direct bookings?
Direct bookings require either:
The Professional or Mogul plans (which include Direct), or
The Legacy Plan (Direct add-on fee; this plan is no longer offered for new subscriptions)
If you're on the Host plan and want Direct bookings, you'll need to upgrade. You can do that by following the steps here.
My property is snoozed or unlisted. Why was I charged on my invoice?
Snoozing or unlisting a property does not remove it from your next invoice. If there was a check-in at the property during the billing cycle, or you used dynamic pricing during the billing cycle, it will be assessed with an add-on fee (if the number of active properties exceeds the amount included in your plan).
You must mute the property in order to fully stop billing.
I'm getting emails about my account ending, but my subscription is still active.
If you recently made changes to your subscription, you may receive an email about those changes.
You can confirm your current subscription status by going to Settings → Plans & billing. If your subscription shows as active there, you're all set — the email was likely about a specific property or plan change, not your whole account.
Why is my invoice higher than expected?
Common reasons your invoice may be higher than anticipated:
New properties added: Each active property on your account adds to your monthly bill.
Add-ons: Additional devices, Priority Support, or other add-ons are billed separately from your base subscription.
Billing cycle change: Check if your billing recently switched from monthly to annual.
Tax changes: VAT, sales tax, or other taxes may have been applied or changed based on your location.
To see exactly what you're being billed for, go to Settings ⚙️ → Plans & billing → Active Properties and review your active properties and add-ons.