What is auto top up?
Refunds cannot be processed unless you have enough funds in your SiteMinder Pay account. If your SiteMinder Pay account balance reaches zero or a negative balance, auto top will transfer funds from your bank account to your SiteMinder Pay account (direct debit), allowing you to keep processing refunds without disruptions.
How does auto top up work once activated?
If auto top up (direct debit) is activated, whenever your SiteMinder Pay account balance reaches zero or below, you will receive an e-mail notifying you that your bank account will be debited a certain amount within 48 hours. The funds will then be transferred to your SiteMinder Pay account.
What happens if auto top up is not activated?
You will not be able to process refunds while your SiteMinder Pay account balance is zero or a negative balance.
If auto top up (direct debit) is not activated, when your SiteMinder Pay account balance reaches zero or a negative balance, in order to continue processing refunds, you will either need to:
Process additional payments to bring your account into a positive balance.
Manually top up your account to cover the refund. To do this, please contact our support team.
To ensure you always have an available balance so you can process refunds in future, you can:
Activate auto top up (direct debit). If auto top up is enabled, then funds from your bank account will be automatically transferred to your account when your balance becomes negative.
Switch from a daily payout schedule to a weekly or fortnightly payout schedule. That way, the money will not be transferred immediately to your bank and you can accumulate more funds which you can then use for refunds. To do this, please contact our support team.
Do I need to activate auto top up?
If your property is located in the US, Canada, Australia, New Zealand or Asia, auto top up is already enabled by default.
If your property is located in the EMEA region, you’ll need to activate auto top. You will need to complete a direct debit authorisation in order to activate.
If your property is located in Hong Kong, Singapore or Mexico, auto top up is not available due to local regulations.
How to activate auto top up (EMEA only)
If your property is located in the EMEA region, you’ll need to activate auto top. When you sign up to SiteMinder Pay, you will need to complete a direct debit authorisation in order to activate auto top up.
You will receive an e-mail with a link directing you to activate auto top up:
In the e-mail received, click on the button/link to open the Direct Debit Authorisation page.
Confirm your details and enter any additional details that are required.
Confirm that you agree to the Terms and Conditions.
Once complete, auto top up will be activated.