Virtual payment card failed

Today's departing guests virtual card has failed. I've emailed booking.com and the automated response says they will get back to me in days.  Any advise on what I can do to receive payment greatly appreciated. 



Profile picture for user Ivana Breig i
Ivana - Commun… 1 year ago

Good afternoon,

if you have already reached out to our partner support, the team will do their best to get back to you within 24 hours, but sometimes it might take us a little longer.

Meanwhile, here are the most common issues with charging VCCs, and what you can do to resolve them:

  • If the card isn't active yet, check the activation date in the extranet.
  • If the card has insufficient funds, check that the amount you’re charging isn't higher than the room or unit rate, and try again. Keep in mind that certain fees and taxes may be excluded from the price. These fees are typically set on a per-person basis, such as city tax. You’ll need to collect them directly from the guest during their stay. You can see the amount available on the VCC and the charge breakdown for each booking on the reservation page in the extranet.
  • Check if the CVC code and expiry date you entered are correct.
  • If your POS machine merchant code is invalid, contact your payment service provider for help. You can only charge our VCCs if you’re a merchant registered as an accommodation provider, but you can change your code if necessary.
  • If there’s a security lock, you’ve made too many attempts to charge the same card. Try again in 24 to 48 hours.
  • Use the same currency in the amount the VCC is provided.

All the best