Red Banner – Account Suspension Warning

If you see this banner on your Mews Commander, this means that there is an outstanding invoice that needs to be paid urgently before your Mews Account is suspended.

There are 2 ways in which Mews send invoices. These could be Mews Merchant fees or Mews Fees.

Mews Fees

Invoices are sent to the email address that was registered when you signed your contract with Mews. This is normally the accounts or representative of the hotel.

Mews sends you 3 emails prior to the suspension.

Mews Merchant

Mews Merchant Balance Deposit or Negative Balance Settlement:

This means that your Merchant Balance is currently in the Negative (Menu > Finance > Merchant Balance). This can be the result of too many refunds or chargebacks that are far greater than your intake.

My Hotel has not been issuing refunds, why are we receiving this email?

‌Because your monthly fees are being settled through the Merchant, so as there is no available balance, this is a way how they will pay these to us. Everything can be checked in their merchant balance report.

Where are these emails sent?

The request is sent to the email they have in the merchant integration.

If you have paid all outstanding invoices, or have paid the most recent, please send a confirmation email to [email protected] and [email protected].

Account Suspended

If you cannot access your account, this is because your account is suspended and we are unable to reinstate the account until we have received proof of payment/transfer. Please send this to [email protected] and [email protected].

Note: Mews will still run all operations as per usual, it is access to Mews Commander that is suspended.

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