What is auto top up?
Auto top up automatically transfers funds from your bank account to your Little Hotelier Pay account when your balance reaches zero or becomes negative. This allows you to keep processing refunds without interruption.
When auto top up is triggered, you’ll receive an email explaining:
Why your account balance reached zero or became negative
The amount to be debited
Confirmation that your bank account will be debited within 48 hours
What happens without auto top up?
If auto top up isn’t activated and your Little Hotelier Pay account balance reaches zero or negative, you’ll need to manually add funds before processing any refunds. You can do this by:
Activating auto top up
Process more guest payments
Switching from daily to weekly payouts
Manually transferring funds to your account
Do I need to activate auto top up?
Requirements vary by region:
EMEA: Activate auto top
US, Canada, Australia, New Zealand, Asia: Enabled by default
Hong Kong, Singapore, Mexico: Not available due to local regulations
How to activate auto top up (EMEA only)
Via email
Click the button in the activation email to open the Direct Debit Authorisation form
Confirm your details and enter any required information
Accept the Terms and Conditions
Wait for authorisation confirmation
Via dashboard
Navigate to Payments
Follow the direct debit (auto top up) sign up prompt
Complete the Direct Debit Authorisation form
Verify your details and enter any required information
Accept the Terms and Conditions
Wait for activation approval
Failed payouts and auto top up
Understanding payouts
All payments are combined into your Little Hotelier Pay account balance
Balance includes funds received, plus adjustments and minus refunds
Payouts are sent to your nominated bank account once per day
Failed payouts
Failed deposit into your bank account (often due to incorrect bank details)
Failed debit from your bank account (when auto top up is active)
Resolving failed payouts
You’ll receive an email with detailed information about the failed payout
Check your bank account details are correct at Payments > Payouts > Linked account)
Ensure sufficient funds available in your bank account
For incorrect bank details, contact our support team to update details
Note: All payouts are suspended until the failed payout is resolved
Frequently asked questions
How do I process a refund with unavailable funds?
There are two options:
Activate auto top up
Manually add funds to your Little Hotelier Pay account
You can send a request to change from daily to weekly or fortnightly payouts to accumulate more funds for refunds.
Why can’t I process a refund if I have an available balance?
This happens when you have a pending payout (Status = In Transit). Once this payout transfers to your account, those funds become unavailable for processing refunds.