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

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

To charge a virtual credit card, follow these steps:

  1. Go to the Reservations tab on the Extranet.
  2. Click the relevant guest name or reservation number to view the Reservation details page.
  3. Click View credit card details.
  4. Enter 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-authorized or validated.
  • Virtual cards have an activation date tied to the reservation policy. Always make sure the card is active before charging it.
  • If you get an error when trying to charge a virtual card, wait 30 minutes then go back to the "Reservation details" page for info on what went wrong.


Having trouble charging virtual credit cards? 

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

  • The card isn't active yet. Try again after it’s been activated.

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

  • The CVC 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 accommodations providers. Contact your terminal provider for help (Tip: You can get 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 info 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 after they expire. If the expiration date is in the past, you can enter the current month as the card’s expiration date instead.

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


Important things to know about our virtual credit cards

  • From November 1st you'll see virtual credit card details on the Extranet for 18 months (547 days), starting from the check-out date. 

  • Activation depends on the policy booked by the guest:

    • 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. Note: 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 November 1, 2019, virtual credit cards were issued for a period of 6 months. If necessary, after the initial 6-month period, you may request another virtual credit card which will be available for an additional 6 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 info in one email. Note: 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?

Learn how Online Payments work, read our Payments FAQ, or print and share our Payments Guides found below:

Online Payments Guide  How to charge a VCC Guide