Virtual credit card trouble since 1st of July

We are experiencing issues with chargin our guests' virtual credit cards. I am wondering if anyone else has the same problem and if someone knows a solution to this? 

The problem is that we are not able to charge guests' VCC, but they appear in the extranet as charged. Each one has the statement "maximum amount charged to this card: 0". 

This problem has been on-going since 1st of July, and since then we have called customer service every day and created supportcases, but we can't seem to get any help with the issue. Most customer service agents tells us the same thing "the casse has been forwarded to the right department, please allow 24-48 hours and we will get back to you." We have recieved 2 responses on our inquries in the extranet, neither of which was helpful to solve our problem. And it has obviously been more than 48 hours since the 1st of July. 

This is really poor customer service and we have filed a complaint about the matter. At this point we just seem stuck with getting the same answers and not seeing any progress or action taken by booking.com employees. All the while, they are still charging 15% commission on every booking...

Has anyone experienced anything similar? 

BrookAve 2 years ago



"maximum amount charged to this card: 0". 

I would read that as you have not yet charged the card.


You just need to chase the my extranet message or phone, and yes it can take time to sort it.


Several others have posted same here.



contact partner support, see 3 method  below


Friendly reminder : we cannot help with account nor invoice/payout issues here, you must message Partner Support to open a case and then if urgent follow up with a phone call. see contact options below.


Reminder partners should NOT use Customer Services methods on main website,, use Partner Support.



Simply report to BdC Partner Support , see below 3 methods. They will never see any post on the Partner Hub.


Message or Call BdC PartnerSupport 


  1. In the extranet, go to the ‘Inbox’ tab.
  2. Select ‘Booking.com messages’.
  3. Right Pane - Click on ‘See Contact Options’
  4. Choose Account
  5. Now choose Other
  6. Then at bottom , See all contact options, and click Message or Call
  7. As there is no one number for all partners, the number for your nearest BdC Partner Support is then revealed.

    *** public main lines via Where you can reach us



    how to contact partner support via private assigned number in inbox

Gro Cathrine Aasgrav 2 years ago

Thank you for your answer. 

The exact text for the payment details are "You have successfully charged the total amount on this card: NOK 0" and the payment is marked as "payed online", even though no money has been transferred to us. 

I have called them twice a day for over one week now and sent over 20 messages. 
There is little to no progress to fix the issue. 

I will just have to keep trying i guess.