The billing page

Where it is, and who can open it

Billing is a button at the top right of the dashboard, beside Team and Sign Out. The page is headed "Billing" with three links: Help, Your team and ← Back to MAYA. Above it, as on every screen of the property, sits the amber simulation strip while the property simulates, or the green Live tag once it is live (Simulation mode).

Only a General Manager or Hotel Admin can see the plan and act on it. A Revenue Manager or Viewer who opens the page sees one line instead: "Billing is handled by this property's General Manager or Hotel Admin. Ask one of them for access if you need to change it." Everyone on the property, Viewers included, still sees the dashboard banner when something needs attention, so nobody is left wondering why prices stopped. Roles: who can do what has the full table.

The page shows one property, the one open in the Property selector. On a demo property it says only "This is a demo property. There is nothing to pay." (The demo property). It cannot show a property until its system is connected. Until then the payment or connect screen carries a Manage billing or cancel link instead (last section).

The top card

One sentence at the top of the page says where you stand. MAYA shows the sentence that matters most, in this order, and colours the card to match: plain, amber for a warning, red when work has stopped.

The amount in the last two rows is Stripe's own total for your whole next invoice. It includes any code. After a room count change it also includes the part-period difference: more after a raise, less (down to nothing) after a credit from lowering the count. So for one invoice it can differ from your usual price. If Stripe cannot be reached within a moment, the bracket price for your room count shows instead, which can be higher or lower than the invoice. That is also why the number can differ from the calculator on get-maya.com.

Your plan

Five rows at most.

• Status. One of "On trial", "Active", "Payment overdue", "Unpaid (stopped)", "Cancelled", "Never completed" (a checkout that was never finished) or "Paused" (explained under this list).
• Price, or Was once the subscription is over (the status reads "Cancelled" or "Never completed"). An "Unpaid" or "Paused" subscription can still come back, so it keeps Price. Under Price it is the same number as the top card, Stripe's total for your next invoice, followed by "per month" or "per year". After a room count change that total includes the part-period difference, so it may not be your monthly (or yearly) price. The hint reads, for example, "20 rooms at MAYA's monthly rate." It adds "with your code applied" while a discount from your code is on that next invoice. Otherwise, when that total before any tax differs from the bracket price, it adds "adjusted for a recent room count change". Tax on its own never adds it. While the status reads "Unpaid" or "Paused" there is no next invoice to read, so Price shows the bracket price for your room count, and so does Was.
• Trial ends. The date, only during a trial.
• Discount. What your code takes off and how long for, read from your subscription in Stripe: "20% off until March 8, 2027", "$25 off each month until" a date, or "20% off for as long as you stay" ("$25 off each month for as long as you stay", or "each year" on a yearly plan). When the next charge is the last one it comes off, it reads "20% off your next charge" instead of a date. The date is the day Stripe stops taking it off: every charge before it gets the discount, and a charge on that day or after is at your full price. Stripe counts it from the day you signed up, free days included. So with 14 days free and a 3-month code, signing up on January 1, the row reads "until April 1": your charges on January 15, February 15 and March 15 get the discount, and April 15 is at your full price. Every discounted charge the code promised still falls before the date (Codes and the free trial). On a yearly plan the row counts charges instead of giving a date: "20% off your next 2 charges" ("$300 off each of your next 2 charges" for a dollar amount), then "your next charge" once one is left. The row is left out when there is no discount, once the last discounted charge has been taken, while the subscription is set to cancel on any date, and when Stripe cannot be reached within a moment.
• Next charge, or one of its other names: Access ends (set to cancel: MAYA works until this date, then stops), Current period ends (a payment failed and the bank is retrying), Unpaid since (the retries ran out) or Ended (the status reads "Cancelled" or "Never completed"). Under Unpaid since the date is when the first invoice still unpaid was raised. An "Unpaid" subscription is not over: update your card in the portal and it restarts where it left off. More than 30 days after that date, update your card and then email us, and we restart it. If Stripe cannot be reached within a moment, the row is left out. Under Access ends the date is the day the subscription ends, which is the end of the current billing period when you cancel in the portal. Under every other name the date is the end of the current billing period. A "Paused" subscription has no date row.

What "Paused" means. The subscription is on hold in Stripe. No invoices are made, and work on the property stops, as it does for "Unpaid". You cannot pause a subscription from MAYA or from the billing portal, so this status is rare. The top card says "Your subscription is on hold. Email us and we'll get it running again." with our email address under it. Email us and we get it running again with you. There is no Restart your subscription button, because a paused subscription still exists in Stripe and a second one beside it would bill you twice.

Your card needs attention

This amber section appears only after a card check has failed: "We checked it on" the date "and your bank declined it", with the bank's short reason in brackets, then "Nothing has failed yet" and a note that updating the card now avoids an interruption. Nothing has been charged and nothing has stopped. Cards, payments and invoices explains the check and how the warning clears.

Manage: the Stripe billing portal

The button Update card, receipts & cancellation (it reads "Opening…" while the link is made) opens Stripe's billing portal, and the line under it says why: "Opens Stripe, where your card, invoices and cancellation all live." When you are done, Stripe returns you to this page.

What you can do there:

• See and download every invoice and receipt.
• Change the billing email address, the billing address and a business tax ID.
• Update the card.
• Cancel, giving a reason (MAYA keeps the reason category, never any comment you type).

What you cannot do there: switch between monthly and yearly (that is done on this page, in the Monthly or yearly section), change the room count (also on this page, in the Room count section), pause the subscription, or enter a promotion code.

In a group of properties billed on the owner's account, a General Manager or Hotel Admin of one property may see two buttons here instead. The last section explains.

The code you used at checkout does not show on this page today. If you need to check which one was applied, email us.

If the portal does not open: "Could not open the billing portal." or "Could not reach the billing portal." Try again in a moment.

Monthly or yearly

This section appears while the subscription is running (on trial, active, or with a payment overdue) and was set up through checkout. It offers the other period at the bracket price for your room count:

• On a monthly plan, Switch to yearly. From 21 rooms up the line names the 10% saving: at 30 rooms, "Pay once a year and save 10%: $1,620 a year." For 1 to 20 rooms, where yearly has no discount, it reads "Pay once a year, at the same price: $1,320 a year." at 20 rooms.
• On a yearly plan, Switch to monthly, with the monthly price: at 30 rooms, "Pay each month: $150 a month."

Clicking it (it reads "Checking…") changes nothing yet. It opens a confirm step that says what the switch does, one line each:

• The new price: "30 rooms at $54.00 a room: $1,620 a year. That's 10% less than paying monthly." At 20 rooms or fewer it ends "You pay once a year, at the same price as monthly." Going monthly from 21 rooms up, it adds what a year of monthly costs, against yearly.
• What happens to your code's discount, if one is on the subscription, such as "Your code's 20% off for 3 months ends when you switch." or "Your code's 15% off carries over: $1,377 a year."
• What moves today, in Stripe's own figures: "You pay $1,512.34 today: the full year, less $107.66 for the unused part of this month." and "Your year starts today and renews on" the date. Going monthly, it says how much of your unused year stays as credit. During a free trial it says "Your trial carries on, so nothing is charged today." and what you pay when the trial ends. If Stripe cannot be asked in time, the same lines say it in words, without the figure.

Switch to yearly (or Switch to monthly) makes the switch, reading "Switching…" while it does. Keep monthly (or Keep yearly) closes the step and nothing changes. Once done, the section reads "Switched to yearly. Your plan here updates in a moment." and Your plan shows the new price once Stripe confirms it. Switching between monthly and yearly has what a switch charges and what happens to a trial and a code.

When a switch is not possible, the section shows why instead of the button:

• "Pay the open invoice first. Updating your card pays it." The status is "Payment overdue". Update the card in the portal, and once the invoice is paid the button comes back.
• "This subscription is set to cancel, so it can't be switched." If you want to keep it after all, on the other period, email us.
• "This property is billed on the group owner's account. Ask the owner to switch it." You manage one property of a group, and the switch would charge or credit the owner's account. The owner switches it from their own Billing page.

If the switch itself does not go through, the section shows one of these, and nothing has changed:

• "Your bank declined the charge, so nothing changed. Update your card and try again."
• "Your plan changed since you opened this. Look again before switching." Something on the subscription moved between the confirm step and your click. Click the switch again for a fresh confirm step.
• "It's been a while since you opened this. Look again before switching." The confirm step was open for more than an hour, so today's figure may have moved. Click the switch again for a fresh one.
• "Couldn't switch just now. Nothing changed. Try again shortly.", "Couldn't check your plan just now. Try again shortly.", "Couldn't reach MAYA. Try again." or "That's a bit fast. Try again shortly." Try again in a moment.
• "This subscription isn't running, so there's nothing to switch.", "This property isn't billed through Stripe, so there's nothing to switch.", "This subscription has a change booked for its renewal. Email us to switch it.", "An earlier change is still waiting on a payment. Email us and we'll sort it out." or "This subscription can't be switched here. Email us and we'll switch it." Email us and we switch it with you.

When MAYA can't tell whether the switch went through, it says so instead:

• "Couldn't confirm the switch. Reload the page to see whether it went through." Stripe did not answer in time, and may have made the switch anyway.
• "Couldn't reach MAYA. Reload the page to see whether it switched." The connection dropped after you confirmed.

Reload, and Your plan shows which period you are on. Clicking the switch again never charges twice: if the first one went through, the section says it switched.

Room count

This section appears while the subscription is running: "Your plan covers 20 rooms. We check this against your property management system.", then what MAYA measured, then a Rooms billed box and a Change button with a quote of the new price before you save. Your room count and what you pay walks through every line.

While MAYA counts more rooms than you are billed for, or more than 500, a link sits right under the section: Fix your rooms on the PMS tab. It opens Room types on the PMS tab for this property, where you untick what nobody sleeps in and press Save, which counts your rooms again at once. Raising Rooms billed stays the other fix. The ? beside the link says "If the count includes something guests don't sleep in, like a meeting room, a court or a parking space, untick it under Room types and press Save." and "Saving checks your room count again straight away. If it then matches what you're billed for, the warning goes."

Properties not set up yet

Shown only when you have set a property aside with Not now during a Cloudbeds Marketplace group setup: each one with "Set aside" and the date, and a Set up button that reopens the payment screen for it. Paying for a group of properties covers groups.

Restart your subscription

When the subscription has been cancelled or was never completed, a green Restart your subscription button under the top card opens a screen of the same name, with your room count and period pre-filled. An "Unpaid" subscription has no restart button, because it is still alive in Stripe and comes back when you update the card in the portal. A "Paused" one has none either: it is on hold in Stripe, so email us and we get it running again, as Your plan explains. Cancelling, restarting and leaving has the steps.

The dashboard banner

While everything is fine there is no banner. When something needs attention, a strip appears above the dashboard with the same title and sentence as the top card, and one button: Fix it on an amber warning, Restart MAYA on a red stop. Both open the Billing page. When the way forward is to write to us, the button is Email us instead and opens an email to us: a "Paused" subscription ("Your subscription is on hold. Email us and we'll get it running again."), an "Unpaid" one more than 30 days after the Unpaid since date ("It has been unpaid for more than 30 days, so a new card won't restart it on its own. Update your card, then email us and we'll restart it."), or more than 500 rooms ("That's above what we sell self-serve. Email us and we'll set it up with you, or untick anything that isn't a guest room under PMS > Room types."). Everyone on the property sees the banner, Viewers included. Only a General Manager or Hotel Admin can act on it, except the room count banner, which a Revenue Manager can also end by saving room types on the PMS tab.

The banner reads its sentence when the dashboard opens and when you switch property. A save under Room types on the PMS tab makes it read again straight away, so a room count banner the save put right goes without a reload.

"Manage billing or cancel" before the property is connected

A property that has paid but has not connected its system yet cannot be shown on the Billing page. The payment or connect screen shows Manage billing or cancel instead (with the property's name in a group). It opens Stripe straight onto cancelling that one subscription and brings you back. Once set to cancel it reads "Cancels at the end of the period". Three messages:

• "There is no subscription waiting on setup to manage." Nothing is waiting. Open the Billing page instead.
• "This property's billing has changed. Reload the page." Reload, then try again.
• "This subscription is already set to cancel at the end of the period." Nothing more to do.

What a group member sees

Each property has its own Billing page showing its own subscription. A group from the Cloudbeds Marketplace bills on the owner's one account in Stripe. A General Manager or Hotel Admin of one property who does not also manage every other property on that account does not get the full portal, which would list the whole group. Under Manage they see Cancel this property instead of Update card, receipts & cancellation. It opens Stripe's screen for cancelling this property's subscription only and brings you back here. It is not shown once the subscription is set to cancel.

There is no card button. The card belongs to the owner's billing account and pays for every property on it, so only the owner changes it, in the full portal from their own Billing page. The line under the button says "The card is on the group owner's billing account. Ask the owner to update it." The ? beside it says "This property bills on the group owner's account. Invoices, the card and the other properties stay with the owner." and "A new card saved there is used for every property in the group, so only the owner changes it."

The cancel screen shows no invoices, and switching between monthly and yearly is the owner's: the Monthly or yearly section says "This property is billed on the group owner's account. Ask the owner to switch it." For those, ask the owner, who opens the full portal and the switch from their own Billing page, or email us. Paying for a group of properties explains why.

If the button does not open its screen:

• "Cancelling isn't available here right now. Ask the account owner, or try again later." Stripe would not open that one screen, and MAYA never falls back to the full portal, which would show the whole group. Ask the owner, or try again later.
• "This property has no subscription to cancel." It has ended already. Reload the page.
• "This subscription is already set to cancel at the end of the period." Nothing more to do.