In plain words
Click Billing at the top right, then Update card, receipts & cancellation. That opens Stripe, where your card, invoices and cancellation live. Save the new card there as your default and you are sent back to the Billing page. MAYA moves your subscription onto the new card, and if a payment is overdue (first failed within the last 30 days), pays it with the new card straight away. There is nothing to email. MAYA never holds your card: Stripe does.
Update the card
- 1
Open the Billing page
Click Billing in the dashboard header, or Fix it on the amber banner when one is showing. You need General Manager or Hotel Admin access.
- 2
Open Stripe
Under Manage, click Update card, receipts & cancellation. The button reads "Opening…" and Stripe's portal opens for your property's subscription.
- 3
Save the new card as your default and come back
In the portal, update the payment method and save the new card as your default. Stripe returns you to the Billing page. The portal also holds your invoices and receipts. In a group billed on the owner's account, only the owner changes the card: a General Manager or Hotel Admin of one property sees "The card is on the group owner's billing account. Ask the owner to update it." and asks the owner.
As soon as the new card is your default, MAYA moves your subscription onto it, so the next charge and any retry use it. If the status reads "Payment overdue" or "Unpaid", MAYA also pays the open invoice with the new card straight away. A subscription on a different card of its own stays on that card: Moving to another card explains.
When to do it
| The Billing page says | What it means | What to do |
|---|---|---|
| Your saved card stopped working | MAYA checks the card with a zero-amount check that moves no money, once after checkout and again about 48 hours later. This one was declined. Nothing has failed yet. | Before the next charge, save a new card as your default. Your subscription moves onto it. The warning clears by itself the next time a payment succeeds. |
| Your last payment did not go through | The bank declined a real charge. Stripe is retrying, and your rules keep running in the meantime. The status row reads "Payment overdue". | Save a new card as your default. MAYA moves your subscription onto it and pays the overdue invoice with it straight away. |
| MAYA has paused work on this property | The retries ran out. Your rules no longer run on a schedule and nothing is sent to your PMS. The status row reads "Unpaid" and the dashboard shows the red Restart MAYA banner. | Update the card and save it as your default. MAYA moves the subscription onto it and pays the open invoice with it straight away. Once the payment goes through, the subscription restarts where it left off. Your rules, settings and history are untouched. If the new card is declined too, the status stays "Unpaid": save a different card. More than 30 days after the Unpaid since date the card says "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." MAYA still moves the subscription onto the new card but pays nothing by itself, so email us after saving it. |
The retry period is a Stripe setting, about two weeks.