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

  • From 1st of November: You can see virtual credit card details in the extranet for 18 months (547 days), starting from the check-out date. 

  • Activation depends on the policy the guest has booked:

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

    •      For bookings made with partially refundable policies, the card becomes active as soon as the reservation becomes 90% non-refundable.

    •      For bookings made with flexible policies (i.e. free cancellation), the card becomes active on the guest’s check-in date)

  • If you haven’t already charged a virtual credit card after a guest has checked out, you’ll have up to 12 months (365 days) to charge it. But note that for some of your reservations, the virtual credit cards will be available for a shorter time period and you’ll need to request new virtual cards to receive your money: 

    •      For reservations made prior to 1 November 2019, virtual credit cards were issued for a period of six months.  If needed, after the initial six-month period, you may request another virtual credit card, which will be available for an additional six months. This means you can access the outstanding amount for a total of 12 months. 

  • To support you in getting paid, we’ll email you about any outstanding amounts on a weekly basis. If you have multiple virtual credit cards, we’ll include all the necessary information in one email. Please note that if you don’t claim these outstanding amounts within the 12 month period, you’ll no longer be entitled to the funds. 

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