In plain words
Most sign-in and billing problems have a one-line fix, and the message on screen says what to do. A forgotten password is reset from Forgot password? on the sign-in page. A card check moves no money, so you were not charged twice. The billing page and the Team page need General Manager or Hotel Admin access, and a property that is not paid for never appears in the property dropdown.
I cannot sign in
The sign-in card shows "Invalid login credentials" when the email or password is wrong. Check the email address you signed up with and retype the password. Passwords are at least 8 characters.
If you have forgotten your password, click Forgot password? under the Sign In button, type your email and click Send reset link. If the address has an account, an email with a link to set a new password arrives. Read Reset your password.
It says "That email already has an account. Sign in instead."
You pressed Create Account with an address that already has a MAYA login. The card has switched to sign-in mode for you. Sign in with that address. If you do not know its password, click Forgot password? and a link to set one goes to that address.
I never got the confirmation email
After you create an account, the card reads "Check your email" with "A confirmation link is on its way to" your address. Look in spam. Then click Send the link again on that card for a new one. It is greyed out for a minute after each email, and only the newest link works. For a Cloudbeds Marketplace arrival the property waits for you in that browser: "Your Cloudbeds property is saved and will be waiting."
Closed the card? Sign in with your email and password. The page says "Confirm your email first. The link is in your inbox." with the same Send the link again button. If nothing arrives after that, email us with the address you used.
The confirmation link says it has expired or was already used
The page reads "That link has expired or was already used. Try signing in." If you opened the link before, your address is confirmed: sign in. If signing in says "Confirm your email first. The link is in your inbox.", click Send the link again and open the new link. Create an account and sign in has the detail.
The Cloudbeds connection link expired
The hand-over link from the Cloudbeds Marketplace lasts 24 hours. After that you see "That connection link has expired. Reconnect the app from the Cloudbeds Marketplace." Go back to the Marketplace and press Connect App again. A fresh link brings you back to MAYA.
It says "That connection has already been claimed"
Another MAYA account already owns that Cloudbeds property. Ask whoever set it up to invite you from the Team page. If you set it up yourself with a different email, sign in with that one.
A colleague already signed up for our property, how do I get in?
They invite you. On the Team page they enter your email, pick your role and press Send invitation. You get an email with a link to set a password and join. If you have signed in to MAYA before, you are added at once with no email, and the property appears the next time you open MAYA. Read Inviting and removing people.
The code field says "Your session expired"
The page has been open long enough for your sign-in to lapse. Sign in again and retype the code.
My code is not recognised
The message under the field says why:
- "We don't recognize that code" (check it for typos): the code is not one we issued. Codes are letters, digits and dashes, 3 to 40 characters, and capitals do not matter.
- "That code has been turned off." or "That code has expired.": that code is no longer valid. Ask us for a current one.
- "That code has already been used the maximum number of times.": the same.
- "This property already used that code.": one redemption per property. Restarting a cancelled subscription cannot reuse the old code.
- "Too many code attempts. Wait a few minutes and try again.": 20 checks per person per 10 minutes.
Codes come from us. A property arriving from the Cloudbeds Marketplace needs none. Read Codes and the free trial.
Why did signing in take me to a payment page?
Because a property attached to your account is connected but not paid for. A Cloudbeds Marketplace property is connected first and paid for second, so until payment is set up, signing in lands on the subscribe screen. Set up payment, or press "Not now" if it is one of several properties and you want to come back to it. Read Setting up payment.
Why did the dashboard send me to onboarding?
Your account has no property that is set up and active yet. Onboarding is where you pay, connect and review. If a colleague has the property, ask them to invite you.
The "Payment received" screen is stuck
After Stripe confirms, MAYA usually takes you straight on. When confirmation is slow you see "Payment received" with "Setting up your account" and a moving bar. After 25 seconds it reads "Your payment went through, but our side is taking longer than usual to catch up." with a Check again button, and after 5 minutes it stops checking.
Your payment went through and you have not been charged twice. You can leave the page and sign in again later; the property is waiting. The screen also says we will email you when it is ready, and we do: once the payment is recorded, an email headed "Your account is ready" goes to the address you sign in with, and its button takes you to the next step. If the screen is still stuck an hour later and no email has come, email us.
Was I charged twice?
No. MAYA checks your saved card twice with a zero-amount check that moves no money: once right after checkout, and again 48 hours after the subscription starts. Some banks briefly show a pending line that then disappears. It is never charged. The receipt for a real charge comes from Stripe.
It says "Your saved card stopped working"
Your bank declined one of the two card checks (the one right after checkout or the one 48 hours later), or the card was removed from your billing account. A bank that only wants the cardholder present does not cause this. Nothing has been charged and nothing has failed yet, but the next charge will. The billing page says when it was checked and the bank's short reason. Press Update card, receipts & cancellation to open Stripe and update the card. The warning clears by itself when a payment goes through. MAYA keeps working meanwhile. Read Cards, payments and invoices.
It says "You're billed for 20 rooms but running 24"
On every cycle MAYA adds up the rooms in your room types ticked as rooms. When that measured count is higher than the count you pay for, the banner appears, and an email with the same numbers goes to the address on your billing account. You have 7 days from that email to put it right. After the 7 days MAYA raises the count you pay for to the measured number, and the difference lands on your next invoice. Nothing is charged today and nothing is charged separately.
The banner clears once you pay for at least the measured count, or the measured count comes down. A number under Rooms billed that is still below the measured count does not clear it. If the count includes something nobody sleeps in, like a meeting room or a parking space, untick it under Room types on the PMS tab and press Save: Fix your rooms on the PMS tab under the Room count section of the billing page takes you there. Saving counts your rooms again straight away, and if that brings the count down to what you pay for, the banner goes at once. Read Two ways to fix it. Above 500 rooms there is no email and no automatic raise. The banner ends "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.", and its button reads Email us. Email us.
Where the measured count comes from depends on your property system.
Cloudbeds reports how many rooms each room type has, and MAYA reads that number on every cycle. The measured count is what Cloudbeds holds for your room types ticked as rooms, so a new room type or extra rooms in Cloudbeds raise it.
ThinkReservations lists every room at your property, and MAYA counts the rooms in each room type from that list on every cycle. The measured count is the rooms in your room types ticked as rooms, leaving out rooms ThinkReservations marks as inactive, as not a room, or as not included in occupancy. So a new room in ThinkReservations raises it.
If the banner shows a count you do not have, check those settings on the rooms in ThinkReservations before the 7 days run out: the next cycle measures again. Typing your real count on the billing page does not clear the banner while the measured count is higher.
MAYA counts the rooms in each room category from your spaces in Mews on every cycle, leaving out spaces switched off there. The measured count is the spaces in your categories ticked as rooms, so a new space in Mews raises it, and a space you no longer sell still counts until you switch it off in Mews. If the banner shows a count you do not have, check your spaces in Mews before the 7 days run out: the next cycle measures again.
Where Mews lists no spaces at all, every category gets one rooms-per-type number that we set for your whole property, 100 until we change it. At 100 nothing is measured, so no banner or email comes until we set it. Then the measured count adds that number once for each category ticked as a room, so it can be far from the rooms you run. If every category shows the same units on the PMS tab, email us your real room counts straight away, before the 7 days run out.
Typing your real count on the billing page does not clear the banner while the measured count is higher, and after the 7 days MAYA raises your count to the measured number. If that has already happened, Your room count and what you pay shows how to put it right. The same count sets your occupancy, so read Occupancy looks wrong too.
If MAYA is counting something that is not a guest room, untick it under Room types on the PMS tab and the count drops on the next cycle. If you pay for more rooms than you run, MAYA never lowers the count by itself: change it on the billing page under Rooms billed, and your next invoice drops. Read Your room count.
It says "MAYA has paused work on this property"
The subscription is not paying. Nothing is read, priced or sent until it is. Four cases, and what the banner says after "Your rules no longer run on a schedule and nothing is sent to your PMS." tells them apart:
- "Update your card and the subscription restarts where it left off." The last payments failed and the bank's retries ran out. Press Restart MAYA, then Update card, receipts & cancellation, and save the new card as your default. MAYA moves the subscription onto it and pays the open invoice with it straight away, and the subscription restarts where it left off. If the status still reads "Unpaid" a few minutes later, the new card was declined too, or the subscription is on a different card of its own, which MAYA never moves (Moving to another card). Save a different card as your default, or email us.
- "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." It has been unpaid for more than 30 days, counted from the Unpaid since date on the billing page. Saving a new card as your default still moves the subscription onto it, but MAYA pays nothing by itself after that long. Save the card, then email us (the banner's button reads Email us) and we restart it.
- "Your subscription was cancelled, so starting again means a new one. Restart below whenever you're ready." Press Restart your subscription on the billing page. A new subscription starts on the same pricing; the old code cannot be reused.
- "Your subscription is on hold. Email us and we'll get it running again." The status reads "Paused": the subscription is on hold in Stripe. There is no restart button, because a second subscription beside it would bill you twice. The dashboard banner's button reads Email us and opens an email to us. Email us and we get it running again.
Your rules, limits, history and settings are kept while paused. Rates already in your system stay as they are. Read Cancelling, restarting and leaving.
It says "This property already has a subscription"
One subscription per property. The message adds "Manage it at /account/billing." Open the billing page from the Billing button on the dashboard to change the room count, the card or the plan.
Why is the next charge different from the calculator?
The billing page shows Stripe's own preview of your next invoice, which includes any code you used and, where it applies, tax. The calculator on the website shows the list price for your room count. The two agree once a discount ends. Read The billing page.
Why can't I see the billing page?
It needs General Manager or Hotel Admin access. Anyone else sees "Billing is handled by this property's General Manager or Hotel Admin. Ask one of them for access if you need to change it." The Team page works the same way. Read Roles.
Why is my property missing from the dropdown?
The Property dropdown lists only properties you belong to that are paid for and set up. A property you set aside with "Not now" during a group setup is listed on the billing page under Properties not set up yet, where Set up takes you back to pay for it. A property someone else owns needs an invitation from them.
It says "You've used every seat"
Seats come with your room count: 2 seats for 1 to 20 rooms, 4 for 21 to 40, 5 for 41 to 60, 6 for 61 to 80, 8 for 81 to 500. Everyone listed on the Team page counts, including someone you invited who has not set a password yet. Remove someone, or raise the room count on the billing page if the property has grown.
My colleague never got the invitation
Three common reasons.
- They already use MAYA. Someone who has signed in to MAYA before gets no email. They are added to the property at once, and the page says "Added." with "already uses MAYA and will see this property next time they sign in." Ask them to sign in. The property is in their Property dropdown.
- Sending failed. The page said "Could not send that invitation. Try again in a minute." and nobody was added. Send the invitation again. It goes out with a fresh link.
- The link expired or went to spam. Ask them to check their spam folder first. The invitation link works once and expires. There is no resend button, but as long as they have never signed in, you can click Remove beside their name and invite them again: a new email goes out with a fresh link, and the old link stops working. Or email us with the address and we send a new link.
It says "This is the property's only Hotel Admin"
You cannot demote or remove the last Hotel Admin, or a property could end up with nobody able to manage its team or billing. Make someone else a Hotel Admin first, then change or remove the original.
My property name, time zone or currency came in wrong
The name, time zone and currency are read from your property system when you connect. On Cloudbeds the time zone is read again once a day and followed, and so is the currency while you are in simulation, so one that came in wrong is put right by the next daily read once it is right in Cloudbeds. The name is read only once, and you can fix it: the first of the optional onboarding questions asks "Did we get your property's name right?", and whatever you type there wins.
To reopen the questions any time after connecting, go to maya-rms.com/onboarding/questions. Type the name and press Looks right. Then press Skip the rest →, so your floors and ceilings stay as they are. Read The five questions.
The PMS tab shows the time zone and currency MAYA has, under Time zone and currency. UTC and US dollars are what a property gets when they were not read from its system, and the card says so when the time zone is UTC. Neither can be changed on a screen. Email us with the right values. The time zone matters: it sets which night is tonight for pricing and sending.