PayU Latam is one of the many Payment Gateways Cloudbeds connects through the Payment Processing Feature.
Before Starting
If you do not have a PayU Latam account, you will need to sign up for one. Since signing up for a Payment Gateway involves financial details and contract negotiations, Cloudbeds cannot legally create an account for you. Please check the process for each country in the next section Sign Up Process
If you already have an account with PayU, please continue to the Connection Steps
Please note that the credit card details are stored by the payment gateway and they do not allow customers to view credit card details.
- For security reasons, PayU store credit card details [on their side]. This is a security feature on the gateway end to prevent frauds. Because of this, if you have a reservation which was charged by the payment gateway A, even if you switch to payment gateway B, all the charges related to this reservation will be done from within the payment gateway A.
Follow the process through the dedicated registration link: https://brazil.payu.com/abra-sua-conta-cloudbeds
Follow the process through the dedicated registration link: https://colombia.payu.com/abre-tu-cuenta-aliado-cloudbeds/
Please send your registration request directly by email to PayU Country Manager, Ana Laguna (ana.laguna@payulatam.com)
Please send your registration request directly by email to PayU Country Manager, Antonio Delfino (antonio.delfino@payulatam.com).
PayU requires the following documentation to process your registration. Please make sure to have them ready.
- Letterhead bank statement (issued no longer than 60 days, and including the name, business name & CBU in Argentinian pesos of the company). (See attached sample)
- Copy of Legal representative ID
- Official letterhead from the company authorizing the person that will manage the bank account in PSP model (See attached sample)
- Registration of the legal representative in IGJ (updated)
- UBO (attached document signed by a managing partner or stakeholder with over 25% ownership) (Attached and signed document)
- Monthly estimate of online transactions & average, minimum and maximum tickets (For the first 6 months, for starting businesses)
- What is the average delay in delivery of service?
- Company’s URL
- Developer’s name, telephone number and email
- Taxes: IIBB inscriptions, VAR, and exemptions, if applicable
Please send your registration request directly by email to PayU Country Manager, Antonio Delfino (antonio.delfino@payulatam.com).
PayU requires the following company documents (natural or legal person) to process your registration. Please make sure to have them ready.
- Bank certificate (Sample document attached)
- SII
- Commercial register of legal representative
- Legal representative ID
- License or operating permit (if applicable)
- Copy of contract or articles of association
- UBO (attached and signed by stakeholder of more than 24% of the company)
- Letterhead document authorizing the person that will manage the bank account in PayU (as sample)
- Will the collection or charges require international cards?
- Signed terms and conditions. Only the first and last letter of the document must be attached
Please send a registration request by email to PayU Country Manager, Karina Flores karina.flores@payulatam.com.
PayU requires the following documentation to process your registration. Please make sure to have them ready.
- UBO Statement (attached)
- Signed terms and conditions (attached)
- RUC date
- SUNARP date
- Power remission
- Legal representative ID
- Letter from the bank / Account statement that includes Bank Account number and CCI *with an issuing date no longer than 60 days
Please inform your Cloudbeds Market Manager or our support team (support@cloudbeds.com) that you are interested in opening an account with PayU.
You must have Payment Processing feature enabled on your account. If you don't have it, please contact our support team (support@cloudbeds.com).
- Click the gear icon 'Manage'
- Go to 'Payment Options'
- Activate the Payment Gateway Feature
- Select PAYULATAM from the drop-down list
- Enter your PayU Merchant ID
- Enter your PayU Account ID
- Enter your PayU API Login
- Enter your PayU API Key
- Select your PayU account country from the drop-down list
- Click 'Connect Gateway'
- While in Test Mode, you can verify that the gateway is successfully connected and check that the transactions are coming through correctly. When you are ready to start processing real transactions, you can switch to Live Mode.
![[Demo] Bali Jungle Resort - Payment Options](https://media.screensteps.com/image_assets/assets/003/795/752/original/3783acf7-5fd6-489f-a360-c788a6c61497.png)
- Login to your PayU account and write down your Account ID from the first page
- Click on Configuration to find the remaining information
These settings are only related to reservations made via the booking engine or myfrontdesk. Different OTAs may have different settings regarding billing details. Read more here.
- Require billing address (...) using the booking engine
- Require billing address (...) from within the application
- Require billing address (...) to an existing reservation
- Use Guest Details as Billing Details when information is not available.
Afer that, please make the following fields as required based on your country
| Billing Details | AR | BR | CL | CO | MX | PA | PE |
|---|---|---|---|---|---|---|---|
| Name | ✔ |
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| Surname | ✔ |
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| Date of Birth | ✔ |
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| ID Number | ✔ |
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| Tax ID | ✔ |
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| Address 1 | ✔ |
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| Address 2 | ✔ |
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| Country | ✔ |
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| City | ✔ |
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| State | ✔ |
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| Postal Code | ✔ |
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| E-mail Address | ✔ |
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| Phone Number | ✔ |
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| COUNTRY | PAYMENT METHODS | CURRENCY | AUTHORIZE* | CAPTURE | CHARGE | REFUND | VOID |
|---|---|---|---|---|---|---|---|
| Argentina | Credit: Mastercard, Visa, Amex, Diners Debit: Mastercard, Visa |
ARS, USD | ✔ |
✔ |
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| Brazil | Credit: Amex, Diners, Mastercard, Visa, Elo and Hipercard | BRL, USD | ✔ |
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| Chile | Credit: Amex, Diners, Mastercard, Visa | CLP | ✔ |
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| Colombia | Credit: Amex, Diners, Mastercard, Visa | COP, USD | ✔ |
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| Mexico | Credit: Amex*, Mastercard, Visa Debit: Mastercard, Visa |
MXN, USD | ✔ |
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| Panama | Credit: Mastercard, Visa | USD | ✔ |
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| Peru | Credit and Debit: Amex, Diners, Mastercard, Visa | PEN, USD | ✔ |
✔ |
✔ |
- *Authorization can only be done in local currency. For example, if your PayU account is set up in Peru and uses Peruvian Pesos and your myfrontdesk account is set up to charge in USD - you will not be able to use the Authorize function. You will still be able to use the Charge function.
- Other payment methods may be supported by PayU Latam but are currently not supported by Cloudbeds' myfrontdesk
More details
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Argentina
- "Charge without CVV" is not available for VISA branded cards and a manual process must be done from PayU to enable it for the other brands.
- If an "AUTHORIZATION" is not voided or captured, guest must wait up to 20 days for the amount to be released.
- Mastercard do not support voids for pre-authorizations.
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Brazil
- If an "AUTHORIZATION" is not voided or captured, guest must wait up to 20 days for the amount to be released.
- Partial refund is not allowed for Hipercard cards.
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Chile
- If your property is set up to use USD in myfrontdesk, PayU will not work. In Chile, PayU only accepts transactions in CLP.
- If your property is set up to use USD in myfrontdesk, PayU will not work. In Chile, PayU only accepts transactions in CLP.
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Colombia
- Multiple partial refunds cannot be sent. If you refund partially a transaction, you will not be able to refund the remaining amount.
- Multiple partial refunds cannot be sent. If you refund partially a transaction, you will not be able to refund the remaining amount.
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Mexico
- Multiple partial refunds cannot be sent. If you refund partially a transaction, you will not be able to refund the remaining amount.
- Pre-authorizations cannot be voided in Mexico. The banks do this process automatically and the guests must wait up to 8 days for the amount to be released.
- Pre-authorizations are not available for American Express branded cards.
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Peru
- Charge without CVV and Pre-Authorization: A manual process from PayU must be done to enable these features for Mastercard, Amex and Diners branded cards. Please contact PayU support.
- Pre-Authorization: For Visa branded cards, If an "AUTHORIZATION" is not voided or captured, guest must wait up to 22 days for the amount to be released.
For Mastercard, Diners or Amex, if the transaction is not voided or captured after 27 days, the transaction will be captured automatically and PayU do not send an update for the transaction.
Refer to this article to know how to set up credit card as a payment option: How to set up the Credit Card payment option
- Issue: This likely means that your PayU Latam account does not have "API services" enabled.
- Solution: Contact PayU Latam's support team and request to have that feature activated for your PayU Latam account.
Cause: Your property is configured to use US Dollars on myfrontdesk, but PayU does not support that currency in your country.
Currently, it is not possible to send charges in a currency different from the one configured in your account.
The transaction was not automatically approved and must be revised by PayU. When the transaction is approved or declined, myfrontdesk will update accordingly.
The transaction was rejected by PayU's anti-fraud system.
Solution:
- Check if all required billing details are correct in the Credit Card Details.
Viewing Credit Card Details: All You Need To Know - If the problem persists, contact PayU to verify your risk profile
This error may occur when trying to Authorize a credit card using a currency different from your local currency. For example, if your PayU account is set up in Peru and uses Peruvian Pesos and your myfrontdesk account is set up to charge in USD.
In this case you will not be able to use the Authorize function. You will still be able to use the Charge function.
This error may occur when trying to refund a payment through PayU Latam. It happens because, for refunds, PayU requires more information than they require to charge the card.
Solution:
You can refund the payment manually on your PayU Extranet and manually register this refund on myfrontdesk folio. Please check how to do that here: How to Add / Post Refund to Reservation as a Record (Without Using Payment Gateway Processing)
Please double check the required fields settings: Billing Address Requirements
This error may occur when PayU doesn't allow transactions with international cards.
Solution:
Contact PayU support team directly and ask them to enable international credit card charges.
This error may occur when PayU connection was set as Test mode (it's not live yet)
Solution
Access your myfrontdesk payment options and check if the payment gateway connection was set as 'test'. Go ahead and switch to "live"
Each OTA may require more or less information from the guest in order to make a reservation. In order to charge their credit cards without risk of fraud, PayU requires as much information as possible. In this section we will provide some more details about it.
Booking.com does not require any billing details for credit cards. Also, it will only require the guest's mailing address if you set up your policies accordingly. Please review your Booking.com's settings to require Address and CVC (Security Code) for every reservation.
Guest's Address
- Login to your Booking.com extranet and click on Property > Policies
- Under Guest Information, click on Edit
- Under Guest Information make sure you select No for both questions below and save.
Credit Card Security Code
Also, make sure Booking.com is requesting the CVV (Security code) for the credit cards. To check, contact their support team.
Often, the default setting is to not send CVC codes, especially if your property is recently listed on Booking.com. If that's the case, and you need the codes for your business operations, contact the Booking.com Connectivity team by sending a message through your Extranet Inbox.
For more details, please read this Booking.com Help Article
