How do I access the Billing portal?
To access SiteMinder's Billing portal, click on your property name > select Billing. Or, click here.
Note: Only billing users can access the self-service billing portal. The first billing users are set up during onboarding.
Invoices and payments
When will I receive invoices?
We send invoices electronically at different times depending on your subscriptions:
SiteMinder subscriptions: beginning of the month for upcoming charges.
Commission fees (such as for Demand Plus): mid-month for previous month's charges.
Who receives invoices?
All billing users receive invoices electronically. Manage billing users through Billing > Billing users.
Find your invoices in your Billing portal by clicking on your property name > Billing > Invoices.
How do I pay my invoice?
Click on your property name > select Billing.
Click on the Overview tab.
Find the account with an outstanding balance.
Click Pay now.
Select credit card or direct debit for payment.
💡 Note: Direct debit is only available in UK, EU SEPA countries, US, Australia and New Zealand. You may receive a mobile verification prompt to verify payment depending on your location and bank.
How do I enable automatic payments?
Click on your property name > select Billing.
Select Accounts.
Find the account to update.
Click Update payment method.
What happens if my automatic payment fails?
We'll automatically attempt the payment for the invoice again six days after the initial failed payment. The primary billing user will receive an e-mail notification if payment fails.
Can I pay before the due date with automatic payments enabled?
Yes, you can still make manual payments even with automatic payments enabled. If your manual payment reaches our bank account before the due date, it will cover the invoice instead of the automatic payment.
Why do some billing accounts have automatic payments enabled and others don't?
Automatic payments must be set up for each billing account separately. For example, if you use SiteMinder platform and Demand Plus, you'll have two billing accounts requiring separate automatic payment setup.
To check your automatic payment settings:
Click on your property name > select Billing.
Select Accounts.
Managing your account
How do I update invoice details?
Contact our support team to update your address, purchase order number or tax number.
How can I access my payment history?
To export your invoices and payment history:
Click on your property name > select Billing.
Select Invoices > Export as CSV for invoice history.
Select Payments > Export as CSV for payment history.
Can I download an account statement?
No, but you can export tables of your invoices and payments:
Click on your property name > select Billing.
Select Invoices tab.
Click Export as CSV to download invoice history.
Select Payments tab and click Export as CSV to download payment history.
Payment issues
Why can payments fail?
Common reasons include:
Insufficient funds.
Missed payment authentication prompts.
Bank transaction limits.
Expired cards.
Network or technical issues.
Note: First time payments may be flagged by your bank for security. Contact your bank if this occurs.
What happens if I don't pay on time?
If you haven't paid your invoice by the due date:
Your billing account status becomes overdue.
Access may be restricted.
Subscription may be cancelled.
To avoid restrictions:
Pay by due date (allow five days for bank transfers).
Enable automatic payments.
If your account is restricted, you can restore access by paying the overdue amount with credit card or direct debit.
Billing queries
How do I dispute an invoice?
Standard invoices: submit a written dispute within 15 days of receipt. Your property's main contact needs to contact our support team and send a dispute request in writing.
Demand Plus invoices: reconcile your Demand Plus statement by the 7th of each month in Distribution > Demand Plus > Statements.
What are the payment terms?
All fees must be paid by the due date in cleared funds, without deductions for:
Set-offs.
Counterclaims.
Taxes.
Levies.
Imports.
Duties.
Charges (inclusive of bank charges).
Fees.
How long do refunds take?
Refunds can take up to 20 days to be approved and reflected in your account.
What about taxes on my invoice?
If your property is located in Australia, South Africa, Malaysia, United Kingdom or United States, you'll see applicable taxes (VAT, GST or state tax) automatically included on your invoice.
Contact our support team for specific tax queries on your invoices.
Booking fees
What are booking fees?
View all booking fees for Demand Plus and Channels Plus in Billing > Booking fees. The tab shows:
All booking fees associated with a commission-based subscription.
Breakdown of how booking fees are calculated.
Transaction status (pending, invoiced, or prepaid).
Billable amount for each transaction.
What do the booking fee statuses mean?
Each booking fee will show one of these statuses:
Pending — booking fees have not yet been invoiced.
Invoiced — booking fees have been invoiced.
Prepaid — booking fees have already been paid to the channel at time of booking.