Billing and Payments

How your billing works

1

Billing runs monthly

Keyhook bills your agency for one billing period at a time, and a period covers a calendar month. Each period is built up from individual line items as the month goes along.

2

Charges are based on what you used

Your managed properties make up the recurring part of the bill, and anything optional you used during the month is added on top.

3

The period is totalled and invoiced

At the end of the period Keyhook totals the line items and issues an invoice, so you are billed monthly in arrears, for the month just gone rather than the month ahead. Payment is due 14 days from the invoice date.

4

The rates come from your plan

What each item costs is set by your agency's plan with Keyhook, so the amounts on your invoice reflect the rates agreed for your agency.

Note: Charges begin from the billing start date agreed with Keyhook when your agency came on board, not from the day you first logged in.

What you can be charged for

1

Managed properties

The core recurring charge, applied per property your agency manages in Keyhook. A property is charged for the full month even if it was only live for part of it. There is no part-month charge. There is also a monthly minimum, so a smaller portfolio is charged up to that minimum rather than a very small per-property total.

2

Property listings

Charged per listing when you advertise a property. A Premium property listing is charged at a higher rate than a standard one.

3

Tenant checks

Charged per check you run, and the amount depends on which check you choose, either a Tenant Background Check or a Tenant Credit Check.

4

Users and email accounts

Depending on your plan, your agency's user accounts and connected email accounts can also carry a charge.

Note: Optional extras such as listings and tenant checks are charged whenever you use them, including during any free or trial period your agency has been given.

See what you've been charged

1

Open Billing History

From the left sidebar, click Agency, then under Financials click Billing History.

2

Find the period you want

Each row is one billing period and shows its Status and its Invoice number. Use the Status filter to narrow the list to In progress or Finalised periods.

3

Open the period

Click the row to open it. The top of the page summarises the period with counts of Properties, Listings and Tenant Checks.

4

Check the line items

Under Line Items, click a category to expand it and see each individual item and its quantity.

5

Open the invoice

In the Invoice card, click View Invoice to open the invoice PDF, which is where the amounts appear.

Note: Billing History is only available to the agency owner, so other users in your agency won't see it in the Agency menu.

Track an invoice through to payment

1

Check the invoice status

The Invoice card shows where the invoice has got to: Awaiting payment once it has been issued to you, and Paid once payment has been received.

2

Watch for a period still in progress

A period marked In progress is still collecting line items, so it may show Invoice not yet issued or Invoice pending. Those figures aren't final yet.

3

Keep a copy for your records

Open the invoice PDF from View Invoice and save or print it, or use Export on the Billing History list to download your billing periods.

If something doesn't look right

1

Compare the line items to the invoice

Open the period in Billing History and expand the categories under Line Items. Each item names what it was for, so you can match it against the invoice.

2

Check the period you're looking at

Make sure the Billing Period dates match the invoice you're querying. A charge you expected may fall in the next period.

3

Get in touch

For anything specific to your agency's invoice, plan or charges, contact the Keyhook support team and we'll go through it with you.

How do I stop being charged for a property I no longer manage?

Deactivate it. Open the property from the Properties menu, then choose Deactivate property from the actions menu and confirm. The property is still charged for the month you deactivate it in, and comes off your bill from the next billing period.

Why doesn't Billing History show any amounts?

The period pages show what you were charged for and how many of each. The amounts live on the invoice itself. Click View Invoice to open the PDF.

What does the monthly minimum mean for a small portfolio?

If your properties add up to less than your plan's monthly minimum, you're charged the minimum for that period instead. As your portfolio grows past that point, the per-property charges take over.

Why can't I see Billing History in the Agency menu?

It's restricted to the agency owner. If you need a copy of an invoice and you're not the owner, ask them to open it for you, or contact Keyhook support.

Billing and Payments

Frequently asked questions

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