This article covers frequently asked questions related to subscriptions, billing, plan changes, annual commitments, and payment issues.

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:

If eligible, you can pause for up to 4 months.

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.

All your properties, settings, automations, and templates are preserved during the pause and restored when you reactivate.

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.

A property is considered active if:

Important details:

You can review which properties are counted as active at Settings → Plans & billing → Active Properties.

When you add a new card, we run an authorization hold to verify it.

The hold will clear automatically based on your bank's processing timeline (you can call them to confirm how long that will take; it's typically up to 5 days). Hospitable will only charge you 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.

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:

To activate your account:

Once the full invoice amount can be collected and your bank has not flagged the charge, your subscription will activate.

There are several reasons your invoice may look different from what you expected:

If you upgraded your plan mid-cycle (e.g., from Host to Professional), you'll see a prorated charge for the difference between your old and new plan for the remainder of the billing period. This is normal — you only pay the difference for the days remaining, not the full new price.

If you recently moved from a monthly to an annual plan, you may see overlapping charges. When switching to annual, a new annual subscription is created and your monthly subscription is canceled and prorated.

You may also receive a cancellation email — this refers to the old monthly subscription and can be ignored as long as your annual subscription is active.

VAT, sales tax, or other local taxes may be applied or changed based on your billing address. If your location or billing details changed, your tax amount may differ from previous invoices.

Additional devices (smart locks, thermostats), Priority Support, or other add-ons (like guest verification) are billed separately from your base subscription. Check your active add-ons at Settings → Plans & billing → Active Properties.

If new properties had check-ins or Dynamic Pricing was enabled during the billing cycle, they'll be counted as active and added to your invoice. Check your active properties for any invoice (upcoming or past) by going to Settings → Plans & billing → Active Properties.

Yes.

To change your plan:

When downgrading, your account settings are preserved; however, please note that some features available on your current plan may not be available on the lower plan. Review the plan comparison on our Pricing page before switching.

Your properties, settings, templates, and messaging history are retained after cancellation. If you resubscribe later, your settings will remain intact.

Yes — you can resubscribe at any time after cancellation. Your data and settings should be preserved if you reactivate within a reasonable period.

If your subscription or trial was canceled or your free trial expired, you can re-subscribe at any time.

Your properties, settings, automations, and templates are preserved — even after cancellation. Once your new subscription is active, everything picks up where you left off.

When you subscribe, an authorization hold is placed on your payment method to verify it. This is not a charge, but your bank may show it as a pending transaction. Once your payment method is verified, Hospitable collects the invoice amount and your subscription activates.

If the invoice payment fails, your subscription will not activate — even if you see the authorization hold on your bank statement. See the "Troubleshooting Payment Errors During Checkout" section above for common errors and solutions.

All trials start on the Mogul plan, giving you access to every feature. When your trial ends, you can choose any plan that fits your needs.

If your subscription was canceled because of a failed payment (e.g., expired card, insufficient funds), you can fix the issue and resubscribe:

Subscription management is only available on the web (desktop or mobile browser). It is not available in the mobile app. Go to my.hospitable.com in a browser to manage your plan.

The Essentials plan is free, but you can add paid features.

Your payment method will only be charged if you enable paid features like guest verification or Dynamic Pricing.

If you add more active properties than your annual plan includes:

Your properties, settings, templates, and messaging history are retained for a period after cancellation. If you reactivate within a reasonable timeframe, you should find your account largely intact. However, we cannot guarantee indefinite data retention after subscription cancellation.

You cannot switch from annual to monthly billing mid-term. To move to monthly billing:

Your data and properties are preserved during this transition.

You cannot switch from annual to monthly billing mid-term. To move to monthly billing:

Your data and properties are preserved during this transition.

To prevent your annual plan from auto-renewing, cancel your subscription before your annual renewal date. You'll retain access until the end of your current 12-month term, and you will not be charged for a new year.

Find your renewal date under Settings → Plans & billing.

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 at any time by subscribing to a new plan.

This is normal. When you switch from a monthly plan to an annual plan, a new annual subscription is created and your old monthly subscription is canceled. The cancellation email refers to the old monthly subscription.

To confirm everything is in order, go to Settings → Plans & billing. If your annual subscription shows as active, you're all set — the email can be safely ignored.

Due to app store restrictions, Subscriptions cannot be managed in the mobile app or iPad app.

To manage your subscription:

Due to app store restrictions, changes to your subscription cannot be made from the app. Use a laptop or computer, or log into Hospitable from the web browser on your phone. Do not allow a redirect to the app.

Unmatching a lock stops all automation and prevents additional device charges for that property. To exclude a smart lock from billing:

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.

If I mute, disconnect, or delete a property, will I stop being billed for it?

Your bill reflects the number of active properties at the time of invoicing. See here for details on how this is calculated.

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.

A property is considered active if:

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 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.

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.

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 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.

To avoid being charged for properties you no longer wish to manage, follow these steps:

Yes. Each month, the primary account owner receives:

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.

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:

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:

If you need help determining why your payment failed, contact our support team.

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 bookings require either:

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.

Learn about direct bookings here and learn about our different subscription plans here.

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.

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.

Common reasons your invoice may be higher than anticipated:

To see exactly what you're being billed for, go to Settings ⚙️ → Plans & billing → Active Properties and review your active properties and add-ons.

No; Airbnb service fees and Hospitable plans are completely independent of each other. If you wish to avoid Airbnb's Host-Only fee, you'll need to manage your own calendar and connect on a limited connection. For most users, this is not recommended. Learn more about Airbnb's host-only fees vs split fees here.

In addition to standard support, Hospitable offers two premium support tiers:

You can enable or disable Priority Support in the UI under your plan settings.

To qualify, you must have either:

VIP includes all Priority Support benefits plus access to our exclusive Slack community.

If you can enter your password and log in but are stuck on the Account Settings, Your Plan, or similar Subscription-related pages, it means your subscription has expired and you need to resubscribe to access your account. Choose a plan. Once your payment is collected successfully, your account access will be immediately restored.

If you see a pending charge on your card or bank statement but cannot access your account, this means the payment did not go through. The charge you see is the authorization (when you add a payment method in Hospitable, we run a temporary authorization to verify the card. This is not an actual charge, but your bank may show it as a pending transaction).

If you cannot access your account and see a pending charge, it means the authorization went through, but the actual invoice payment failed. You will not be able to gain access to your Hospitable account until the subscription payment is successfully collected.

To resolve this, you'll need to start the subscription process again. To ensure it's successful:

You will receive immediate access to your Hospitable account once the payment is successful.

If the issue continues, contact your bank for more details on why the payment is being declined.

Note: If you were previously on a Legacy Plan subscription and it lapsed, you'll need to subscribe to one of our current subscription plans. The Legacy Plan subscription cannot be reactivated for any reason; there are no exceptions.

The Legacy plan is a grandfathered subscription plan that was available before May 1, 2024. It is no longer offered for new subscriptions. If your subscription started before that date and you have not changed plans, you may still be on it.

The Legacy plan is a grandfathered plan that is no longer available for new subscriptions. If you're currently on the Legacy plan, here's what you need to know:

We send multiple email reminders before any cancellation due to payment failure, giving ample time to resolve payment issues.

If your payment method is about to expire, update it promptly under Settings → Plans & billing to avoid losing your Legacy plan.

No. Once you leave the Legacy plan for any reason, it cannot be reactivated. This is a permanent, system-level restriction with no exceptions — not even by the support team.

This includes:

We send multiple email reminders before any cancellation due to payment failure, giving you time to update your payment method. If you receive a payment failure notice, act on it immediately to avoid losing your Legacy plan.

Yes. If you're on the Legacy plan and had Direct enabled at any point during the billing cycle — even if you deactivated it before the invoice was created — it will still appear as an add-on fee on that invoice. The charge will be removed on the following invoice.

The Legacy plan cannot be reinstated for any reason — the system does not allow it. There are no exceptions. This includes cancellations due to payment failures, such as expired cards, fraudulent activity, or insufficient funds.

If your Legacy subscription was canceled due to a payment failure or another reason, you will need to subscribe to a current plan (Host, Professional, or Mogul). There are no exceptions to this policy, and our support team is unable to override this system restriction.

We send multiple email reminders before any cancellation due to payment failure. If you are on the Legacy plan, we strongly recommend monitoring your email inbox for these alerts, and keeping your payment method up to date to avoid losing access.

If your Legacy plan was canceled due to a payment failure, the plan cannot be reinstated. Your options are:

See more here. The prices below are in USD; subscription pricing may be different depending on your billing address.

No. Subscription pauses are only available on the Host, Professional, and Mogul plans. The Legacy plan does not support pausing.

If you need to temporarily stop using Hospitable, your only option on Legacy is to cancel — but remember, canceling means permanently losing access to the Legacy plan. You would need to subscribe to a current plan when you return.

If you're considering canceling because of seasonal inactivity, note that the Legacy base price ($40) is charged regardless of whether your properties are active.

However, add-on charges for extra properties only apply to active properties (those with check-ins during the billing cycle), so your bill may already be lower during off-season.

Customers on the legacy plan can access the Direct site feature, but it's available as a paid add-on rather than being included in their plan. Hospitable charges an additional monthly fee based on the number of unique properties published to any Hospitable site or self-hosted site. You will see them on your regular Hospitable invoice starting on the next billing date after you activate Direct.

*The prices in the table above are in USD. These may vary depending on your country's currency rate.

To remove the Direct add-on from your Legacy subscription:

If your Legacy subscription was canceled (for any reason, including payment failure) and you resubscribed, you were placed on one of the current plans (Host, Professional, or Mogul) because the Legacy plan cannot be reinstated.

The current plans have different pricing structures — they may cost more depending on your number of properties and the features you use. If the cost increase is unexpected:

Hospitable does not support self-serve currency changes. Your billing currency is set when you create your account and is tied to your billing address.

If you need to change your billing currency (for example, you're relocating from Canada to Thailand and need to switch from CAD to THB):

Important: Currency changes cannot be done through the Hospitable dashboard. This process requires a manual update by our team and may take a few business days. Your existing subscription will be cancelled and a new one created in the target currency, so there may be a brief transition period.

If you are on an annual plan, contact support to discuss how the currency change affects your current commitment.

Moving properties between Hospitable accounts (for example, during a business merger or ownership transfer) does not automatically cancel the subscription on the original account. Each Hospitable account has its own independent subscription.

To stop charges on the old account:

If you cannot access the original account (for example, you no longer have the login credentials), contact our support team with details about both accounts so we can assist.

Note: We cannot retroactively refund charges that were incurred while the old subscription was still active. Subscriptions continue billing until explicitly cancelled, regardless of whether properties are actively managed on the account.

If you received a promotional discount (for example, 20% off) but your invoice total looks close to the standard price, this is usually because taxes are applied after the discount.

Here's how it works:

Example: If your annual Professional plan costs $623.04 before discount:

So while 20% off sounds like a large saving, after taxes, the difference between a 20% discount and the standard 12% annual discount may be smaller than expected.

To see your exact invoice breakdown including taxes: go to Settings ⚙️ → Plans & billing → Invoices and download the PDF for any invoice.

To make sure you don't accidentally lose your Legacy plan:

If you see an error when trying to subscribe or update your payment method, find your error below for the next steps.

Your payment was flagged as potentially fraudulent by the payment processor.

To resolve:

We cannot clear the FRAUD error. This must be resolved by your bank.

Your account does not have sufficient funds to complete the payment.

To resolve:

Hospitable cannot resolve this error. If you have sufficient funds available on your payment method, contact your bank. They are the only ones who are able to resolve this.

Your card has been blocked by your bank or card issuer.

To resolve:

The card type or payment method you're using is not supported.

To resolve:

See accepted payment methods here.

The payment exceeds a withdrawal or spending limit set on your card.

To resolve:

The card on file has passed its expiration date.

To resolve:

Your bank declined the payment without providing a specific reason.

To resolve:

The card number entered is incorrect or could not be validated.

To resolve:

See instructions here.

This error occurs when the combination of card type, currency, and transaction type is not supported by the payment processor. For example, attempting to authorize an Amex card in a currency that is not configured.

To resolve: