Having problems with your account? Experiencing difficulty using the website? Have a question about a Roadmap feature? Check the FAQs below for a quick and easy answer:

Can I upgrade to an annual membership?
Yes! We’d love to have you upgrade your subscription to an annual membership. To do this please go to your My Account page and go to the Subscriptions tab. Click on the Change Membership link to upgrade. If you don’t see this for any reason, just let us know. Your account will be pro-rated to take account of any time you have remaining on your current subscription period, so you will see any payment changes on the checkout page.
Can I change my payment information?
Sure! Just go to your My Account page, and click on Subscriptions (or access the page here). Click the Update link next to your Membership, and you can type in your new credit card payment information.
How do I cancel my account?
We’ll be sorry to see you go, but you can cancel your account at any time by going to your My Account page and selecting the Subscriptions tab. Here you will see an option to ‘Cancel’ next to your current subscription. Click the Cancel link, select the reason you wish to cancel and then confirm your cancellation, it’s that easy! You’ll receive an email confirmation that your cancellation was successful (please note that once you select a reason you will need to confirm your cancellation on the next page – if you do not do this your cancellation will not be processed) Once you cancel your account you will retain access to The HMO Roadmap until your current subscription period ends. You can of course rejoin anytime in the future! If you have already planned to cancel your membership, please ensure you cancel your account BEFORE your next payment is due and avoid leaving it to the last minute. You will retain access to The HMO Roadmap until your next payment is due, so you can cancel as far in advance in the month as you would like. No partial refunds are given.
My payment has failed what should I do?
These things happen! Don’t worry though, your account will not be cancelled until your payment fails 4 times. If you pay by credit card and you know that your card details have changed then you can go to your My Account page, select the Subscriptions tab and you should see a link to ‘Update Billing Details’. Once you change your card details your payment will be processed immediately. If you pay by PayPal please ensure that there are adequate funds in your account so that payment will go through when payment is tried again. Unfortunately, there is no way to change when PayPal will attempt to make payments, or to push the payment through earlier. Payment will automatically be tried again by our payment processors 4-5 days after a failed payment, but you will lose access to The HMO Roadmap until payment is successful. We will try to collect payment 4 times after which your account will be automatically cancelled. If your subscription is cancelled due to failed payments, you will need to sign up with a new subscription and you will lose any saved date including property information you have stored in the My HMO App. Please contact us using the form below if you have any further questions about failed payments.
I’m receiving an error message saying I don’t have access to this content?
Please go to your My Account page, select the Subscriptions tab and check that your membership subscription is shown as active. If your subscription is current then please try logging out of your account, clearing your browser cache, and then logging back in again. If this does not fix the issue please contact us using the form below and let us know what page you are receiving this error for.

If your question isn’t answered above please use the form below to get in touch with our support team and we’ll get back to you as soon as we can.  Our email support hours are 8am to 8pm GMT (Monday to Friday) and we aim to get back to you as quickly as possible.

Please Note: This form is for customer service issues relating to your subscription, issues with the website etc. General question should be asked in the private Facebook group