How do I charge a virtual credit card (VCC)?

How do I charge a virtual credit card (VCC)?

To charge a virtual credit card, just follow these steps:

  1. Go to the ‘Reservations’ tab in the extranet.
  2. Click on the relevant guest name or reservation number to view the ‘Reservation details’ page.
  3. Click on ‘View credit card details’.
  4. Enter the virtual credit card details in your POS machine.
  5. Charge the available amount displayed.


How virtual credit cards differ from regular credit cards

  • Virtual cards involve guaranteed payouts from and don’t need to be pre-authorised or validated.
  • Virtual cards have an activation date tied to the reservation policy. Always make sure the card is active before you charge it.
  • If you get an error when trying to charge a virtual card, wait 30 minutes and go back to the 'Reservation details' page for information on what went wrong.


Having trouble charging virtual credit cards? 

There are a few reasons why this can happen.  Here’s what you can do:

  • The card is not yet active Try again after it’s been activated

  • The card has insufficient funds (overcharged) Check that the amount you’re charging matches the available balance 

  • The CVC code entered is incorrect Make sure you’re using the correct number

  • The expiration date entered is incorrect Make sure you’re using the correct expiration date 

  • Your POS machine merchant code is invalid’s virtual credit cards can only be charged by merchants registered as official accommodation providers. Contact your terminal provider for help (Tip: it’s possible to have your code changed)

For a more detailed, visual explanation on how to charge a virtual credit card, watch our tutorial video below:


What about cancellations, no-shows, modifications and refunds? 

If there’s a cancellation, no-show or modification and you’re owed money, you’ll still get paid according to your policy through a virtual credit card. You’ll find the updated payout information in your guest’s reservation details. 

If the guest needs to be refunded, will help you refund the guest. If you’ve already charged the virtual card for the reservation, you’ll need to refund the same virtual card that we provided. 

Virtual credit cards can be refunded even if they’ve expired. If the expiry date is in the past, you can enter the current month as the card’s expiry date instead.

If you have trouble refunding the virtual credit card, we recommend that you contact your bank or financial institution. 


Important things to know about our virtual credit cards

  • You can see virtual credit card details in the extranet for 180 days, starting from the check-out date.

  • Activation depends on the policy the guest has booked:

    • For non-refundable reservations, you can charge the VCC as soon as you receive it. 

    • For bookings made with semi-flexible policies, the activation date will be the date it becomes 90% non-refundable

    • For bookings made with flexible policies, the activation date will be the guest’s check-in date

  • You can charge VCCs for up to six months, starting from the guest’s check-out date.

  • If the VCC expires, the period to charge the VCC can be extended for another six-month period, starting from the date the card expired. After the expiration of this second six-month period, you will not have any entitlement to the funds, and from that point in time the funds will belong to

Want to learn more about our payments service?

Find out how Online Payments works, read our Payments FAQ, or print and share our Payments Guides found below:

Online Payments Guide  How to charge a VCC Guide