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

Updated 1 month ago
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Due to the Coronavirus situation, and in order to protect the interests of our partners and their guests, we’ve changed the activation date of all outstanding and future virtual credit cards. For more information, take a look at this article.

To charge a virtual credit card (VCC), follow these steps:

  1. Log in to the extranet and click on Reservations
  2. Click on the guest’s name or reservation number to view the Reservation details page
  3. Click on View credit card details
  4. Enter the VCC details using your POS machine
  5. Charge the available amount displayed

If you use a property management system or channel manager, take a look at this article to find out how to charge a VCC.

How are VCCs different from regular credit cards?

  • VCCs guarantee payouts from us, and you don’t need to pre-authorise or validate them
  • The activation date of all outstanding and future VCCs is one day after the check-in date
  • If you get an error when trying to charge a VCC, wait 30 minutes and then go back to the 'Reservation details' page to find out what went wrong

What can I do if I’m having trouble charging a VCC?

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

  • If the card isn’t yet active, activate it and try again
  • If the card has insufficient funds, check that the amount you’re charging matches the available balance and then try again
  • If the CVC code entered is incorrect, double-check you’re using the correct number
  • If the expiration date entered is incorrect, make sure you’re using the correct expiration date
  • If your POS machine merchant code is invalid, contact your payment service provider for help.’s VCCs can only be charged by merchants registered as accommodation providers. It’s possible to have your code changed if necessary.

Watch this tutorial video for a more detailed explanation of how to charge a VCC.

What do I do if there’s a cancellation, no-show or modification?

If there’s a cancellation, no-show or modification and you’re owed money, you’ll still get paid based on the cancellation policy, and we’ll still do this using a VCC. You’ll find the updated payout information in your guest’s reservation details.

If you need to refund a guest who’s paid with a VCC, you’ll need to refund the same VCC that we provided you with. You can refund our VCCs even if they’re expired – just enter the current month as the expiry date instead.

If you have trouble refunding a VCC, we recommend that you contact your payment service provider.

Important things to know about VCCs

  • As of 1 November 2020, VCC details are visible in the extranet for 18 months (547 days) after the check-out date
  • VCC activation dates are generally set to one day after the check-in date, except for eligible properties where VCCs are activated when the reservation becomes non-refundable
  • For reservations made after 1 November 2019, you have up to 365 days after the check-out date to charge a VCC
  • We email you a weekly summary showing any amounts you have remaining on VCCs

Where can I learn more about’s payments solutions?

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