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Self-service billing
Billing: frequently asked questions
Billing: frequently asked questions

FAQS about SiteMinder’s self-service billing portal and SiteMinder invoices.

Updated over a week ago

Important to know:

  • SiteMinder’s Billing portal allows you to manage and pay your SiteMinder invoices.

  • To open your SiteMinder’s Billing portal, click on your property’s name > select Billing. Or, click here.

  • Only billing users can access the Billing portal.

  • The first billing user(s) and primary billing user are created during your onboarding process with SiteMinder based on the information provided by you.

How can I access SiteMinder’s Billing portal?

To access SiteMinder’s Billing portal, go to your property name > Billing (or click here).

Note:

  • To access the Billing portal, you must have a billing user account.

  • The first billing user(s) and primary billing user are created during your onboarding process with SiteMinder based on the information provided by you.

  • All billing users are able to create other billing users.

When will I receive my SiteMinder invoices?

SiteMinder invoices are issued and e-mailed to your billing users at different times of the month depending on your subscriptions:

  • SiteMinder subscription invoices — sent at the beginning of the month (and billed a month in advance).

  • Invoices relating to commission fees and usage (such as GDS and Demand Plus) — sent around the middle of the month (and billed for the previous month).

Once issued, find your invoices in your Billing portal by going to your property name > Billing > Invoices.

Who receives SiteMinder invoices?

SiteMinder invoices will be e-mailed to all billing users. Manage billing users in Billing > Billing users.

What happens if I don't pay my invoice on time?

If you haven’t paid your invoice by the due date specified on the front page of the invoice, its associated billing account will reach an ‘Overdue’ status until the pending amount is fully paid.

If an invoice is overdue, your access may be restricted or your subscription may be cancelled. To avoid this, you can:

  • Pay by the due date — take into account that bank transfers can take more than five days to be successfully processed.

  • Enable automatic payments via your Billing portal.

Once you pay the total overdue amount of a recently restricted invoice (using a credit card or direct debit), you can get your account automatically enabled in a few minutes. To pay a SiteMinder invoice, go to your property name > select Billing. On the Overview tab, find the account with an unpaid Account balance and click on its Pay now button.

Can I download an updated account statement?

Although you cannot download an account statement, you can export a table of invoices and a table of payments via your Billing portal. To do so, follow the steps below:

  1. Go to your property name > select Billing.

  2. Click on the Invoices tab.

  3. To export a table of invoices click on Invoices and then on the Export as CSV button to download the table.

  4. To export a table of payments, click on Payments and then on the Export as CSV button to download the table.

How can I pay my SiteMinder invoice?

To pay a SiteMinder invoice, go to your property name > select Billing. On the Overview tab, find the account with an unpaid Account balance and click on its Pay now button. While paying manually with credit card or direct debit, you can enable automatic payments for future payments.

Note:

  • The Pay now button only appears if there is an unpaid Account balance.

  • Credit card and bank transfer payments are available worldwide, while direct debit is only available for properties located in the United Kingdom, European Union (Single Euro Payments Area countries only), United States of America, Australia, and New Zealand.

  • Depending on your region and card provider, you may get a prompt to validate the payment via the mobile phone associated with your bank account. If you fail to do so, the payment will fail.

How can I download a copy of my invoices?

You can download a copy of your invoices via your Billing portal > Invoices tab. Click on an invoice’s download button to export it as a PDF file.

How can I update the payment method used for automatic payments?

To update the payment method used for automatic payments for your billing accounts, go to your property name > Billing > Accounts > find the account with the payment method you want to update and click on the Update payment method button.

What are the payment terms outlined in the invoice, regarding deductions, set-offs, or any other adjustments?

The payment terms outlined in the invoice establish that payment of all fees must be made by the due date specified in the invoice, in cleared funds, without any deductions, set-offs, or counterclaims of any nature, including taxes, levies, imports, duties, charges (inclusive of intermediary bank charges), or fees.

When paying my SiteMinder invoice, my payment failed — what could be the reason?

A payment can fail for different reasons when paying SiteMinder invoices. Find the most common reasons below:

  • Insufficient funds — always make sure your bank account has sufficient funds to fully cover your invoices.

  • Payment not validated — if your bank requires you to authenticate online transactions with a one-time password via a trusted device, make sure to respond promptly to ensure the successful completion of the online transaction.

  • Bank blocked the transaction — check if you have a limit on transaction amounts.

  • Expired card — make sure your card has not expired.

  • Network or technical Issues — always verify that your internet connection is strong when making a payment.

Note:

  • If you are getting a payment failure on your first time paying SiteMinder invoices, your bank could be flagging the transaction as fraudulent. This can happen due to unusual spending patterns or transactions from a new location.

  • An e-mail is sent to the primary billing contact each time there is a payment failure.

The automatic payment to pay my SiteMinder invoice has failed — when will it be attempted again?

If the automatic payment to pay your SiteMinder invoice has failed, a second automatic payment attempt will be made six days later than the first attempt.

Why do some of my billing accounts have automatic payment enabled and some don’t?

Automatic payment needs to be enabled on each billing account . You can check your billing accounts’ automatic payment setup by clicking on your property name > Billing > Accounts.

For example, if you are using SiteMinder platform and Demand Plus, you will have two billing accounts with two different invoices — you will need to pay each one separately, or set up two automatic payments.

If I have an automatic payment set up, can I pay an invoice manually before its due date?

If you have automatic payments set up for your billing account, you can still pay an invoice manually before its due date. If the payment reaches our bank account before the due date, your manual payment will cover the overdue invoice and therefore the automatic payment will not be charged.

I believe a charge is not correct — can I dispute it?

If you believe a charge is not correct, you can dispute an invoice within 15 days of receipt of the invoice. To dispute an invoice, your property’s main contact needs to contact our support team and send a dispute request in writing.

Disputing a Demand Plus invoice follows a different process. Every month, you have until the 7th day to edit your Demand Plus statement (reconcile reservations) for the previous month in Distribution > Demand Plus > Statements.

How long does it take for a refund to reach my account?

Refunds relating to your SiteMinder invoice might take up to 20 days to be approved and reflected in your account.

I want to update the address, purchase order number, or tax number shown on my SiteMinder invoice — how?

To update the address, purchase order number, or tax number shown on your invoices for tax or internal purposes, contact our support team.

What if I have a question regarding tax (VAT, GST, or Sales Tax) on my invoice?

If you have any questions regarding the taxes applied to your invoices, contact our support team.

If you are in Australia, South Africa, Malaysia, the United Kingdom, or the United States, you will be invoiced for any applicable taxes relevant to your location (VAT, GST, or State Tax).


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