Unable to View Virtual Card Details / No help via Booking.com support channels

We wonder have other partners experienced a wall of silence from Booking.com recently when reporting issues with the new Virtual Credit Card payment facility.

We recently had a guest pay online and after departure (26/01/2020), twice tried to bill a Virtual Credit Card but the transaction was declined on both occasions (we have previously taken Virtual Card payments succesfully so we are clued up on the process). Then when we viewed Virtual Card Details the CVC/CCS field was empty so we are unable to attempt billing again. Now when attempting to view the virtual Card Details we see an error "Reservation ID: xxxxxxxxx
Your guest's credit card details aren't available. There was a problem retrieving the credit card information."

We first emailed Booking.com on 28 January reporting the issue and sent five subsequent chasers over several weeks, all of which were ignored despite Booking.com's advise that queries will be answered within one day. Eventually we called Booking.com and still we have got nowhere with this issue after sending screengrabs etc and confirming security/authorisation to view Card Details as advised on the calls.

We feel hugely let down by Booking.com on this issue as we have been outright ignored on an issue that directly affects our revenue

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Isle of Wight … 3 years ago

I've lost count of the number of posts about card details not available / not working / fake bookings and so on.

You might find it a lot easier to just ask them to set up Payments by Booking.com so that Booking.com handles the payments at the time of booking, just the same as AirBnB / TripAdvisor / HomeAway do .....

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Community Admin 3 years ago

Hi Wootons Inn, thank you for sharing your experience.

We can confirm our agents already escalated the issue to the relevant department, although it might take some time to solve it. We are sorry for the inconvenience caused, and we will make our best to give you the solution as soon as possible.

Hotel Maslina … 1 year ago

We have issue, we cannot see virtual card detals, site says that account is not set up to see the card, what does it mean and how we should set up site to see and charge the card. Can you help us or reccomend something? Thanks