Everything you need to know about virtual credit cards (VCCs)
Virtual credit cards (VCCs) are temporary, digital Mastercards that we use to facilitate payments from your guests on our platform. They function like regular credit cards and give you guaranteed payouts from us. They also save you time since you don’t need to pre-authorize or validate them.
In this article
How VCCs work
VCCs are one of the payment options we offer in order to streamline the booking process for your guests. If guests choose to pay online, they can do so using their preferred payment method – we load that payment onto a VCC that you can charge like a regular credit card.
Here are a few things to keep in mind about how we’ll send you payments from VCCs, how to charge them, and how long they remain valid:
- You’ll receive payments from your VCC on the Extranet. We’ll send you a notification email along with the activation date.
- Based on the activation date, you can enter the VCC details in your point of sale (POS) system and charge the VCC the same way you would any other credit card to receive your payment.
- All VCCs have an expiration date and must be charged within 12 months from the check-out date. If you miss this deadline, you’ll lose access to the funds – we’ll send you reminders to avoid this situation from happening.
- For reservations made on or after November 1, 2019, you can charge VCCs for up to 12 months from check-out.
- For reservations made before November 1, 2019, you can charge VCCs for up to six months from the check-out date. However, validity can be extended by up to six months after the card’s expiration date.
- You can see all activated VCCs on the reservation page or by clicking Finance, then Virtual cards management – here you’ll also see a list of all VCCs to charge and to refund.
- For every relevant booking you receive, we’ll send you a new VCC number.
- Each VCC has a unique card number, expiration date, and CVC. These are never reused.
- Each VCC can only be used once per booking.
Once activated, you can view the details of the VCC on the Extranet as many times as you like for 18 months (547 days) from the check-out date. We’ll also email you a weekly summary of any amounts you have remaining on VCCs.
The activation date for VCCs depends on your eligibility and the type of booking. For more information on activation dates, take a look at this article.
To charge a VCC, follow these steps:
- Log in to the Extranet and click Reservations
- Click the guest’s name or reservation number
- Click View credit card details
- Enter the VCC details using your POS system
- Charge the room or unit rate the guest has paid.
To access Reservations, you’ll need to be logged in with admin access or with an account that has appropriate access rights.
What to do if you’re having trouble charging VCCs
Here are the most common issues with charging VCCs and what to do to resolve them:
- If the card isn't active yet, check the activation date on the Extranet.
- If the card has insufficient funds, check that the amount you’re charging isn't higher than the room or unit rate, and try again. Keep in mind that certain fees and taxes may be excluded from the price. These fees are typically set on a per-person basis, such as city tax. You’ll need to collect them directly from the guest during their stay. You can see the amount available on the VCC and the charge breakdown for each booking on the Extranet’s reservation page.
- Check that the CVC code and expiration date you entered are correct.
- If your POS machine merchant code is invalid, contact your payment service provider for help. You can only charge our VCCs if you’re a merchant registered as an accommodation provider, but you can change your code if necessary.
- If there’s a security lock, you’ve made too many attempts to charge the same card. Try again in 24 hours.
For a more detailed explanation about charging VCCs, watch this tutorial video.
How VCCs work with cancellations, no-shows, and modifications
If there’s a cancellation, no-show, or modification to a reservation and you’re owed money, we’ll send you an email with updated VCC details that you can charge.
If you need to refund a guest for a booking that was paid for using a VCC, you’ll need to refund the same VCC that we provided you. You can do this even if the VCC has expired – just enter the current month as the expiration date instead. We’ll return the money to your guest.
To find out more about refunding VCCs, take a look at this article.
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