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Billing & Subscription

Quick Check

Open Settings → Billing to see your current plan, payment status, and card on file at a glance.

This guide covers everything you can do on the Billing page — view your plan, update your payment card, manage invoices, resume a canceled subscription, and understand billing alerts.

Where to Find It​

Settings → Billing
Permission Required

You need the Admin (Billing) permission to access this page. If you don't see Billing in the sidebar, ask an admin to update your role.

Quick Reference​

SectionWhat It ShowsWhat You Can Do
Current PlanPlan name, price breakdown, plan code, trial statusView your subscription details
StatusNext charge date, last payment, overdue/grace period infoCheck payment timeline
Payment MethodCard brand, last 4 digits, expiryOpen Stripe to update card
Manage SubscriptionOpens Stripe Billing PortalUpdate card, view invoices, change plan
Resume SubscriptionShown only when subscription is canceledRe-activate with a card on file

Understanding the Billing Page​

Current Plan​

This card shows your active subscription:

  • Plan name — displayed as a badge (e.g., "AVA Standard")
  • Price — monthly or annual total with currency
  • Price breakdown — if your plan has multiple components (e.g., base fee + per-room fee), each line item is listed
  • Plan code — the internal code for your plan (e.g., AVA-STANDARD)
  • Trial ends — shown only during an active trial period

Status​

This card shows your payment timeline:

FieldWhat It Means
Next chargeDate your card will be charged next
Last paymentDate of the most recent successful payment
Overdue sinceAppears if a payment has failed — shows when the balance became overdue
Grace deadlineIf overdue, the date by which payment must be made before suspension

A status badge in the top-right corner shows your current state:

  • Active — subscription is current and paid
  • Trial — free trial period in progress
  • Past Due — payment failed, but still within grace period
  • Grace Period — final window to resolve a failed payment
  • Canceled — subscription was canceled (you can resume)
  • Suspended — account is restricted due to non-payment

Payment Method​

This section shows the card stored for recurring charges:

  • Card brand (e.g., VISA, MASTERCARD)
  • Last 4 digits (e.g., •••• 4242)
  • Expiry date (e.g., Exp 08/2027)

If no card is on file, you'll see "No payment method on file."

How to Update Your Payment Card​

  1. Go to Settings → Billing.

  2. In the Payment Method section, click Manage Subscription.

  3. Stripe Billing Portal opens in your browser.

  4. In Stripe, select Payment methods or Update payment method.

  5. Enter your new card details and save.

  6. Close the Stripe tab and return to AVA.

  7. Click Refresh on the Billing page to see the updated card.

    ✓ Your new card brand, last 4 digits, and expiry should appear.

tip

The Stripe Billing Portal is a secure page hosted by Stripe. AVA does not store your full card number — only the card brand, last 4 digits, and expiry are displayed.

How to View Invoices and Payment History​

  1. Go to Settings → Billing.

  2. Click Manage Subscription.

  3. In the Stripe Billing Portal, select Billing history or Invoices.

  4. Download or view any past invoice.

    ✓ Invoices include amounts, dates, and payment method used.

How to Change or Upgrade Your Plan​

  1. Go to Settings → Billing.

  2. Click Manage Subscription.

  3. In the Stripe Billing Portal, select Update plan.

  4. Choose your new plan and confirm.

  5. Return to AVA and click Refresh.

    ✓ The Current Plan card should show the new plan name and price.

info

A hint below the Manage Subscription button reads: "To upgrade or change your plan, open the Stripe Billing Portal." Follow this to make plan changes.

How to Resume a Canceled Subscription​

If your subscription was canceled, a green Resume subscription button appears next to Manage Subscription.

  1. Go to Settings → Billing.

  2. Confirm you have a card on file (shown in the Payment Method section).

  3. Click Resume subscription.

    ✓ Your status should change to Active and the Resume button disappears.

No Card on File?

The Resume button is disabled if there is no payment card on file. Add a card first:

  1. Click Manage Subscription to open Stripe.
  2. Add a payment card.
  3. Return to AVA and click Resume subscription.

Understanding Billing Alerts​

AVA displays billing banners at the top of the page when action is needed:

Banner ColorSeverityMeaning
BlueInfoGeneral billing information (e.g., trial status)
AmberWarningAction needed soon (e.g., payment past due)
RedDangerUrgent action required (e.g., grace period ending)

Some banners include a Manage billing button that opens Stripe directly.

Account Suspended​

If your account is suspended due to non-payment, a full-screen overlay appears with an Update payment method button. You must resolve the payment issue before you can use AVA.

  1. Click Update payment method on the overlay.
  2. Update or add a valid card in Stripe.
  3. Return to AVA — the overlay clears once payment is confirmed.

Free Tier vs Paid Plans​

Your tier is determined automatically:

  • Free tier — no payment card on file and no active subscription or trial
  • Paid tier — active subscription, active trial, or trial with a card on file
FeatureFree TierPaid Plans
Guest activity logsLatest 20 logs onlyFull history
Analytics dashboardNot availableAvailable
Reports (including compliance)Not availableAvailable
Guest WhatsApp + AI chatbotNot availableAvailable
Staff activity historyNot availableAvailable
Guest ↔ Staff video callNot availableAvailable
info

Features locked on the free tier show an upgrade prompt linking to the Billing page.

Refreshing Billing Status​

Billing status refreshes automatically when you:

  • Sign in
  • Switch hotels
  • Return to a previously idle tab

To manually refresh:

  1. Go to Settings → Billing.

  2. Click the Refresh button in the top-right corner.

    ✓ Plan, status, and card details update within a few seconds.

Troubleshooting​

Manage Subscription button is disabled​

What you see: The Manage Subscription button is grayed out or says "Portal unavailable."

Fix:

  1. Confirm your account has the Admin (Billing) permission.
  2. If the button says "Managed by admin", your billing is handled by a Vouch representative — contact them for changes.
  3. Refresh the page and retry.

Resume button is disabled​

What you see: Resume subscription is grayed out.

Fix:

  1. Click Manage Subscription to open Stripe.
  2. Add a payment card.
  3. Return to AVA and click Resume subscription.

Card details not updating after change in Stripe​

What you see: You updated your card in Stripe, but AVA still shows the old card.

Fix:

  1. Click Refresh on the Billing page.
  2. Wait up to 30 seconds for the cache to clear.
  3. If still outdated, close and reopen the Billing page.

Billing status looks wrong after switching tabs​

What you see: Billing shows an incorrect plan or status after returning to an idle tab.

Fix:

  1. Stay on the Billing page for 10 seconds — AVA runs a background re-sync.

  2. Click Refresh if status still looks wrong.

    ✓ Billing re-syncs automatically when the tab becomes active.

"Billing not configured" appears briefly​

What you see: A brief "Billing not configured" flash when returning to a tab.

Fix:

  1. Stay on the tab for 10 seconds.
  2. The billing card should update on its own.
  3. Refresh once only if the message persists.

Features still locked after upgrading​

What you see: You added a card or upgraded, but features still show as locked.

Fix:

  1. Go to Settings → Billing.
  2. Click Refresh and confirm your status shows Active.
  3. Navigate to the locked feature and refresh that page.
  4. If still locked, sign out and sign back in.

Full-screen suspension overlay won't clear​

What you see: The red suspension overlay remains after updating payment.

Fix:

  1. Click Refresh on the Billing page.
  2. If the overlay persists, refresh the browser page.
  3. Confirm in Stripe that the payment was processed successfully.

Still Stuck?​

Contact success@vouch-technologies.com if:

  • ❌ You cannot access the Billing page
  • ❌ Card update in Stripe is not reflected in AVA
  • ❌ Subscription status shows an error after payment
  • ❌ The suspension overlay won't clear

Helpful to include:

  • Screenshot of the Billing page
  • Your hotel name
  • Time the issue started
  • The last 4 digits of your card (if relevant)