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Frequently Asked Questions

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Setup & Connection

The property isn’t fully configured. Go to Properties, select the property, and complete all four required fields:
  • Default Receipts Contact — a customer account in Elorus
  • Invoices Series — a document numbering series for invoices
  • Category — for the Climate Resilience Fee
  • Organization — which Elorus organization issues the documents
After clicking Save, bookings change from NEEDS_SETUP to READY on the next sync (within ~30 minutes).
Go to Settings → Integrations. Find the Hosthub connection and update the API key. Sync resumes normally without any data loss.
Yes. Go to Settings → Integrations → “New Connection” to add a new Elorus API key. Each property can then be independently assigned to a different Organization — useful if you manage properties under different tax IDs.

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Failed Sends

The Default Receipts Contact configured for the property doesn’t exist or is inactive in Elorus. Check Elorus → Contacts to confirm the contact is active, then re-select it from Properties.
The Invoice and Receipt were issued successfully, but the Climate Resilience Fee document failed. Check:
  1. Whether the Category is correctly configured in Properties
  2. Whether the tax rules in Elorus are up to date
Contact support at support@etherly.app if the issue persists.
Document cancellation is done directly in your invoicing platform (e.g. Elorus). After cancelling there, the booking in Etherly Sync remains in SENT status. Contact support if you need the status reset for re-issuing.
The document remains valid — cancelling the booking does not automatically reverse it. The process is:
  1. Create a credit note in Elorus for the accommodation invoice
  2. If a Climate Resilience Fee document was also issued, cancel that separately — it is not reversed automatically
  3. The booking in Etherly Sync remains in SENT status — contact support if you need the status reset for re-issuing
For the correct credit note type and myDATA obligations, consult your accountant.
In order:
  1. Elorus API key — verify it’s still valid in Settings → Integrations
  2. Invoices Series — confirm the series is active in Elorus
  3. Organization — ensure the organization allows the document type
  4. Plan & Billing — check your account status
If none of the above resolves it, contact support with the error message.

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Sync

Possible causes:
  • Hosthub API key expired or invalid — check Settings → Integrations
  • New bookings without a checkout date — they won’t appear until a checkout date is set in Hosthub
  • Hosthub API timeout — the system retries automatically, but contact support if it persists
Try a manual sync by clicking “Sync from Hosthub” in Bookings.
Cancellations are detected on the next sync (within ~30 minutes). Once detected, the booking is marked cancelled and removed from the invoicing queue. If it still shows as active after 15 minutes, click “Sync from Hosthub”.
No. Sync is one-directional — Etherly Sync fetches bookings from Hosthub but never deletes data due to a connection error. Bookings already synced remain safe.If sync fails temporarily:
  • The system retries automatically
  • New bookings created in the meantime are retrieved on the next successful sync
  • Booking changes (cancellations, date updates) are detected on the next sync
To trigger an immediate sync, click “Sync from Hosthub” on the Bookings page.

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Climate Resilience Fee

If a booking crosses between the winter season (Nov 1 – Mar 31) and summer season (Apr 1 – Oct 31), the system:
  1. Calculates the nights per season
  2. Applies the correct rate for each season
  3. Creates separate fee documents — one per season
This happens automatically with no action required from you.
Fee amounts are set in the TCA Rules per organization, under Settings → Tax details. These correspond to tax codes you have created in Elorus. If the law changes, update both the tax codes in Elorus and the TCA Rules under Settings → Tax details.
Categories come from the tax codes you’ve set up in Elorus. If the right Category doesn’t appear, make sure you’ve created the corresponding tax code in Elorus. If you’re unsure which category applies, consult your accountant.
The send stopped before any document was issued, because the property has no TCA Category selected. The category determines the per-night fee, so it needs to be set before issuing.Open Settings → Properties, pick the property’s Category, and send again. A similar message about incomplete rates means the category is set but its summer or winter rate is missing — fill those in under TCA Rules in Settings → Tax details.

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Auto-Invoicing

Possible causes:
  • No bookings were in READY status at the Execution time
  • The account’s Grace Period had expired
  • A rare technical issue — contact support
Yes, anytime. Settings → Automatic invoicing → change the Execution time → Save. The change takes effect from the next execution.

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Plan & Billing

Free covers up to 250 checkouts a month. Business starts at €29/month and Agency at €59/month, with pricing following the month’s volume in tiers. A month with no checkouts is not charged on any plan.
Every booking that had a document issued within the month — once per booking, in the month it was issued.
Your subscription continues as normal. The first time within 12 months, that month’s subscription is not charged extra. If it happens again within the same 12 months, the account moves to Business from the 1st of the following month, and we let you know by email beforehand.
By card at each month’s close, or from your prepaid balance if you’ve topped one up. Both are managed in Plan & Billing.

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Special Cases

Etherly Sync does not issue documents for zero-amount bookings. The send will fail or produce an empty document.If a document is needed for a complimentary stay:
  • Create it manually directly in Elorus
  • Whether a document is required and which type depends on your tax situation — consult your accountant
To keep the booking out of the invoicing queue, use Pause on the Bookings page.
General rule:
  • Private individual from abroad → Retail receipt (no tax ID required)
  • Company from abroad → Invoice (VAT Number or local tax ID required)
The document type is set per property under Properties → Document Type. For special cases (intra-EU B2B, specific tax exemptions, etc.), consult your accountant.

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General

Contact us at support@etherly.app. We typically respond within 1-2 business days. In your message, include:
  • The property or booking experiencing the issue
  • The error message (if any)
  • The date you first noticed the problem