Mews invoicing explained FAQ

To find your invoice in Mews Operations, click on your profile > Invoices from Mews. Mews also sends your invoice to the account contact email unless you request otherwise. By default, your invoicing email address is the email you set in the accounts contact email field in your contract. You can request to change the invoicing email address by contacting your Customer Success Manager or the Customer Support team.

You can learn more about changing your invoicing email in the How to locate and change your Mews invoicing email address help article.

Mews simplifies the invoice and divides it into two parts:

• Part one: The basic information about the provider (Mews), the customer (you), invoice identification, and payment terms. Note: Mews includes online payment links automatically in each invoice. You can use the link to pay online for any previously issued invoice that is less than a year old. If the link is expired, contact Support.
• Part two: The detailed calculation of your invoice.

Each Mews invoice is composed of individual line items. Every line item has:

• Description: The item name, such as, “Mews Platform Room space monthly fee” or “Prepayment Package Fee – Mews PMS Essentials”.
• Prepayment period: The specific time period the charges on the invoice apply to.
• QTY: The total quantity for the line item.
• Unit price: The individual price of the line item.
• Sales Tax %: The applied sales tax percentage for the line item.
• Line amount: The total invoiced amount for the line item.

You can learn more about specific line items in the Understanding the different items on your Mews invoice help article.

Your invoice usually includes one or more of the following:

1. The PMS pricing package

This is your main subscription, for example, Essentials, Advanced, Enterprise, Traveller, Long Stay, Portfolio or Brand. This is:

• Based on your contracted space count, not daily usage
• Charged monthly or annually (prepayment)

If billed annually, the invoice period may sometimes appear split across two lines. This does not affect the total amount.

2. Add-ons and Marketplace products

This includes optional services such as:

• Mews Analytics
• Premium Support
• Mews POS
• Mews RMS
• Mews Events
• Payment terminals

These appear as separate recurring or one-time charges depending on your contract.

3. Payment fees

If you use Mews Payments, you may see:

• Card tokenization fees per stored card
• Terminal processing fees per transaction
• Chargeback fees per case
• MewsPay commission for the percentage of processed volume

Fees related to payments are usage-based, meaning they depend on your transaction activity.

Important:

• Mews issues commission invoices separately
• Mews settles commission invoices automatically
• Commission invoices almost always show a remaining balance of 0.00. You do not need to pay commission invoices when the remaining balance is 0.

4. One-time fees

You may also see one-time charges, such as onboarding, training or implementation services. Mews charges these on your contract start date or when you add new services.

How Mews calculates the invoice depends on your pricing model:

• Package pricing: This is calculated based on your contracted space count.
• Legacy space-based pricing: This is calculated based on the number and type of configured spaces.
• Payment services: This is calculated based on transaction volume.

If you have a contractual minimum and your usage falls below it, you may see an adjustment line to meet the agreed minimum price.

If you recently changed your contract or bundle, you may see multiple prepayment lines. This is normal and reflects:

• The unused portion of your old contract
• The start of your new contract
• Any remaining prepaid balance being carried over

This ensures accurate billing.

Once Mews issues an invoice, the system attempts to settle it via the Mews Pay balance, if the integration allows it and there are sufficient funds. In this case, you receive an invoice with a 0.00 balance and do not need to send any payment.

If Mews cannot settle via Mews Pay, you receive an invoice with a pending balance. You can pay this balance by card, through the Stripe link in the invoice or by bank transfer including the invoice number. Mews does not accept cheques.

If you are unsure about a specific line item:

• Check your contract or quote.
• Confirm which pricing package and add-ons you are subscribed to.
• Contact Mews Support with the invoice number and line item name.