Cloudbeds Booking Engine - Troubleshooting

When clicking on Billing State, the drop-down is empty and there is a message saying Please select country first:

The Billing Country field is not enabled under the Credit Card Configuration. There can't be a drop-down for state unless the system knows which country it is.

Make sure you have the field Billing Country selected under Credit Card Configuration.

1. Click on Manage (gear icon)
2. Go to Payment Options
3. In the Credit Card section, scroll down to Credit Card Configuration.
4. Make sure that Billing Country field is selected. If not, tick the box and save the changes.

This may happen when a property has connected to one payment gateway but then switched to another payment gateway.

Let's review a hypothetical situation for a better understanding:

• You originally chose Stripe as your payment gateway. Stripe had birthday/name as a required field.
• Then you switched to another Payment Gateway. The new gateway does not have birthday/name as a required field.
• Now birthday/name is no longer visible in the system, but it is still saved as a required field. Therefore, the guest cannot complete the reservation.

1. Click the gear icon (Manage)
2. Go to Payment Options
3. In the Credit Card section, scroll down to Credit Card Configuration
4. Make a temporary change to the fields (Example: Un-check the field Billing Zip)
5. Click Save (This will refresh the system)
6. Undo the temporary change you made in Step 4 (Example: Re-check the Billing Zip box)
7. Click Save

Now the required field will match your your new payment gateway.

You have added code into the Custom Meta Tags section in order to add a custom text under the Search button on the booking engine page.

When you access your booking engine page, the text will be shown only in that language in which the code was written. The system will not translate the text automatically even if you switch the booking engine language:

To translate the custom text, add the desired code to the section that allows you to switch the language, and add the translation manually.

Example: Follow the steps below to add custom text under the Search button, and apply it to other languages:

1. Add the code into the Custom footer for your hotel booking page section which allows you to switch the language:

2. Select the desired language on the top right corner of the Custom footer for your hotel booking page section.
3. Apply the same code with the translated custom text:

4. Save the changes and check the booking engine page

Note how the text was successfully translated according to the translation added in the code.

This error may occur if the CVV option is not enabled.

Follow these steps to enable the CVV settings:

1. Click on Manage (the gear icon in the top right)
2. Go to the Booking Engine Settings
3. Check the box Ask for CVV code when entering credit card information (credit card payments only)
4. Save