Skip to main content

Plans and Billing

Quick Check

If you are not sure which tier applies, switch to an individual hotel and open Settings → Billing.

This guide helps you understand what is included in the free tier vs paid plans.

Quick Reference​

AreaFree tierPaid plans
Command Center activityLatest 20 logs onlyFull history
Analytics dashboardNot availableAvailable
Command Center detailsLimited to recent logsFull details
Reports (including compliance)Not availableAvailable
Guest WhatsApp + AI chatbotNot availableAvailable
Staff activity historyNot availableAvailable
Guest ↔ Staff video callNot availableAvailable

How tiers are determined​

You are on the free tier when there is no payment card on file and no active subscription or trial. Once a card is added or a subscription/trial is active, you are treated as paid.

What is limited on the free tier​

  • Command Center activity is limited to the latest 20 entries.
  • Analytics dashboard in Command Center is locked.
  • Reports (including compliance reports) are locked.
  • Guest messaging (WhatsApp, live chat, and AI chatbot setup) is locked.
  • Staff activity history and Guest ↔ Staff video call are locked.

Upgrade or manage billing​

  1. Go to Settings → Billing.

  2. Add a payment card and follow the subscription prompts.

  3. Select Open Stripe Billing Portal to change your plan or manage billing.

    ✓ You should see Stripe open in a new tab.

Change plans or resume a subscription​

  1. Go to Settings → Billing.

  2. Select Open Stripe Billing Portal.

  3. Use Update plan or Resume subscription in Stripe.

    ✓ Return to Billing and confirm your status shows Active.

Organization context and billing​

Billing status belongs to an individual hotel, not an Organization context. Organization context does not show hotel billing gates or warnings.

Switch to an individual hotel before opening Settings → Billing or changing a plan. When you switch to Organization, stale hotel billing state clears immediately.

Troubleshooting​

Resume button is disabled​

What you see: Resume is disabled or grayed out.

Fix:

  1. Select Open Stripe Billing Portal.
  2. Add a payment card.
  3. Return to Billing and select Resume.

If you do not see Billing, ask an admin to update your permissions.

Billing status looks outdated after sign-in​

What you see: Billing shows the wrong plan after sign-in, an individual hotel switch, or tab return.

Fix:

  1. Go to Settings → Billing.

  2. Wait up to 10 seconds after the page or tab becomes active.

  3. Stay on the same tab while AVA runs a background re-sync.

  4. Refresh the page once if status still looks wrong.

    ✓ Billing re-sync runs after sign-in and tab return without a visible full-page reload.

"Billing not configured" appears briefly, then disappears​

What you see: You briefly see "Billing not configured" when returning to a tab.

Fix:

  1. Stay on the tab for 10 seconds.
  2. Confirm the billing card updates on its own.
  3. Refresh once only if the warning keeps returning.

Hotel billing warning appears in Organization context​

What you see: A hotel billing warning appears while Organization is active.

Fix:

  1. Confirm the Organization context is active.

  2. Refresh the browser page.

  3. If the warning remains, switch to a hotel and back to Organization.

    ✓ Organization context should not show hotel billing status or feature locks.

Still Stuck?​

Contact success@vouch-technologies.com if:

  • ❌ You added a card but features still show as locked
  • ❌ Billing status shows an error
  • ❌ You cannot access the Billing page

Helpful to include:

  • Screenshot of the Billing page
  • Your hotel name
  • Time the issue started