A blocked Smoobu account almost always means a subscription invoice stayed unpaid past its deadline, and the fastest way back in is to pay the open invoice under Profile icon > Manage Account > Smoobu invoices. If you can use Smoobu normally and it's dates on your calendar that are blocked, that is a different problem: see booking-missing-dates-blocked.
First, check
- Open Profile icon > Manage Account > Smoobu invoices. An open, overdue invoice there confirms the block is about payment.
An invoice stayed unpaid past the grace period
Smoobu doesn't block your account the moment a payment fails. It retries the payment and keeps your access running. The block comes when the invoice stays unpaid: a first unpaid invoice blocks the account 30 days after the invoice date, and later unpaid invoices block it after 60 days each. A blocked account loses access to Smoobu's features until the outstanding invoice is paid.
To unblock the account, pay the open invoices under Profile icon > Manage Account > Smoobu invoices. If paying there doesn't work for you, or the invoice itself looks wrong, Smoobu's Accounting team handles blocked accounts and open invoices; it is a separate team from general Support (contact details below).
A payment failed but your account still works
You are not blocked yet: during the retry window you keep full access, and you may also see a banner on the Billing page telling you the payment was unsuccessful and that Smoobu will try again. Use that window. Update your card or bank details so the retry can succeed (update-payment-method), or pay the open invoice directly under Smoobu invoices. Settling the invoice inside the grace period means no block at all.
Your channels stopped syncing after your account came back
When a subscription lapses with channels still connected and you subscribe again later, do not assume the connections are restored automatically: Airbnb in particular is not reconnected on its own. Once your account is active again, open Channels and confirm every connection is working; if Airbnb isn't, reconnect it: How do I connect Airbnb to Smoobu?.
Check it's fixed
The Smoobu invoices page shows no open invoices, and you can use Smoobu normally again: your calendar, bookings, and settings all load.
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Still stuck?
Billing, subscription, invoice, VAT, and cancellation questions go to Smoobu's Accounting team, which is separate from general Support. Email them at accounting@smoobu.com. To get the fastest answer, please include:
- Your Smoobu User ID (in the profile-icon menu, top right).
- The invoice number, if it's about a specific invoice.
- A short description of what you expected and what actually happened.
The reply target is 5 working days.
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