Unable to see Virtual Credit Card

Hi,

I can see than the guest has made the payment to booking.com, but when I try to access the virtual card, access is denied. Checkin date has passed already. I sent a message to booking.com but no reply for 2 days now.

I dont understand how booking.com can offer online payment to the guest without allowing me as host to charge the virtual card?

The only option Im left with is to ask the guest to pay again, but this would be very unprofessional.  

Can something be done here?