Viewing Credit Card Details: All You Need To Know

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Due to security measures, Cloudbeds implemented a system which protects credit card data from being viewed by third-parties. That means that in order to view credit card details any user needs to have a special credit card viewing password and be granted permission to view guests' credit cards.

This article will show you how to access guests' credit card information and the process of designating who can access that data.

* FOR PROPERTIES USING STRIPE OR PAYU AS PAYMENT GATEWAY:

please understand the credit card details are stored by the payment gateway and they do not allow customers to view credit card details

How long is credit card data stored?
  • For confirmed reservations: the system will remove credit card details 14 days after the check-out date.
  • For cancelled/no-show reservations: the system will remove credit card details 30 days after the cancellation/no-show date.
  • If you are using Stripe as a Payment Gateway, please note that, for security reasons, Stripe determined that credit card details are stored by Stripe and cannot be seen by myfrontdesk's users. For more information, please refer to this article.
Setting Credit Card Password and Viewing Credit Cards
  1. Property owner is granted permission to view credit card details by default. He only needs to set up a credit card viewing password on the 'User Profile' page.
  2. Property staff/users should be granted permission to view credit card details by a property owner and will set up the credit card viewing password with the link sent to their email.
  3. Association users should be granted permission to view credit card details by the property owner of each account in the association SEPARATELY and will set up a credit card viewing password for each account with the link sent to their email.
  4. Association owner should be granted permission to view credit card details by the property owner of each account in the association SEPARATELY and will set up a credit card viewing password for each account with the link sent to his email.

Cloudbeds Support team CAN'T grant permission to view credit card details and set credit card viewing password.

1. Property Owner's Instructions
1.1 Setting the Credit Card Viewing Password

Property Owner is granted permission to view credit card details by default. He only needs to set up credit card viewing password on 'User Profile' page.

  1. Click the User icon > My User Profile
  2. Click 'Reset credit card viewing password'
  3. Click Confirm and a reset password link will be sent to your email
  4. Click OK
  5. Check your email and follow the instructions in the "Credit Card Viewing Password Reset" email
1.2 Granting Credit Card viewing privileges to property staff

The rest of the property staff, including association users and admins, should be granted permission to view credit card details by a property owner. See instructions below for how a property owner can grant credit card viewing permission.

Note:

  • ONLY the property owner can specify who has the permission to access the credit cards.  No other user of the Cloudbeds system can grant access (not even Cloudbeds support).
  • Association Users: The property owner of each separate account in a group has to grant the credit card viewing permission to each association user SEPARATELY.
    If there are 5 properties in the association group, the association users would need to set up a different credit card password for all 5 properties.

1. Go to "Security" page

2. Select the users you want grant permission to view credit cards

3. Click 'Actions'

4. Click 'Grant Credit Card Viewing Access'

To grant permission to a specific user you can also switch a toggle in the 'Access' column so it becomes green and click SAVE.

5. You will see the warning and a list of users you granted permission to view credit card data. Click CONFIRM.

6. These users will receive an email with a link to set a credit card viewing password.

7. You can reset the credit card password in case it wasn't sent or if user can't find it by selecting a user > clicking 'Actions' > clicking 'Reset Credit Card Password Email.'

You can see who does or does not have a credit card viewing password set up under 'Credit Card Password Status' column.

To grant permission for Association Users and Admins:

The property owner of each separate account in a group has to grant the credit card viewing permission to each association user SEPARATELY (property owner of account A should login and grant permission to association user; then property owner of account B should login and grant permission to the same association user etc.).

If there are 5 properties in the association group, the association users would need to set up a different credit card password for all 5 properties.

1.3 Disabling Credit Card viewing privileges
  1. Go to "Security" page
  2. Switch the toggle in column 'Access' so it becomes grey
  3. Click Apply
  4. Review the warning screen to ensure the correct users have access
  5. Click Confirm
2. Property Staff Instructions
2.1 Credit Card Viewing Authorized Staff

To be able to view credit card details - a user should be granted credit card viewing permission by a property owner (see section above Granting Credit Card viewing privileges to property staff).

Once the owner has granted a property staff credit card viewing permission, the Cloudbeds system will send an email to the staff member to set their own credit card viewing password.

1. Setting the Credit Card Password
  1. Enter your desired password here
  2. Re-enter (confirm) the password
  3. Click Confirm

Once you successfully set the password, the system will take you back into the application automatically.

2. Viewing the Guest Credit Card Information
  1. Click on the Credit Cards tab of the reservation
  2. Click Show Card Details
  3. Enter the credit card password
  4. Click Confirm

This page is protected by reCAPTCHA - technology provided by Google that is deployed on thousands of websites around the world and used by major financial institutions and other businesses that store sensitive information. 

If you were granted permission to see credit card details but haven't set a credit card viewing password, you will be shown an error: "You must set up a new credit card password."

2.2 Credit Card Viewing Non-Authorized Staff

If a Non-Authorized staff member clicks on show credit card details, they will need an Authorized staff member to enter his/her credentials (account email, account password and credit card password) in order to see the full credit card information. This is called a "managerial override."

  1. Ask an Authorized Staff member to enter their Cloudbeds account email.
  2. Authorized Staff member then enters their Cloudbeds account password (note: this is not the Credit Card password!).
  3. Authorized Staff member then enters their Credit Card viewing password.

IMPORTANT

If viewing from an unrecognized device, the user will be prompted with a 2 Factor Authentication flow.

This includes sending a verification code to the user’s preferred 2FA method, or letting the user choose a new method (we would not allow a user to 2FA with the recovery code). When a user successfully enters the verification code they will be shown the credit card details and this device will be trusted for 30 days.

When a device is trusted, the user without credit card viewing permission will still need to enter the managerial override credentials.

Resetting Credit Card Password

The credit card viewing password can be reset:

  • By a user who was granted such a permission for himself (on 'My User Profile' page)
  • By a property owner for himself (on 'My User Profile' page)
  • By a property owner for any user who was granted a permission (on "Security" page)
1. Resetting the password by a property owner or property staff for themselves

1. Go to 'My User Profile' page

2. Click 'Reset credit card viewing password'

Note: If you do not see the link to reset your credit card viewing password, it means your property owner has not set up your credit card password yet.  Please contact your property owner as described in Step #1 above.

3. Follow the instructions in the email to reset your credit card viewing password.

Your password must be strong and have the following security parameters:

  • At least 8 alphanumeric characters
  • At least 1 upper-case letter
  • At least 1 number and special character
  • Cannot be the same as the account password
  • Cannot be the same as one of the 4 previously used passwords
2. Resetting the password by a property owner for any user

A Property Owner can reset the credit card password for any user at any time (after the user who was granted permission to view CC details has set a password). This creates an additional layer of protection to guest data, as once a property owner resets a user's password the old one is no longer valid.

  • You should be logged in as a Property Owner to reset a credit card password for other users.
  • You can only reset a password for those users who have already set it.

1. Go to 'Security' page

2. Select users to force reset password, then click 'Actions' > 'Set/Reset Credit Card Password'

3. You will see an alert > click Continue. The user's password will become expired and he will need to set a new password to view credit card data

4. User selected will receive an email instructing him/her to reset a credit card viewing password.

Any time the user clicks to reset the credit card password, in addition to receiving the email to set up a new credit card password, the existing password will be expired by the system. 

Even if the user remembers the password after clicking the credit card password reset link, the user will no longer be able to view the credit card details as the password will now be expired.

Credit Card Password Expiration

For security purposes, each individual's credit card password will expire:

To ensure smooth operation, we will send the following warnings to each user's email account prior to expiration as follows:

  • 7 Days prior to expiration
  • 1 day prior to expiration
  • Upon expiration

Please make sure to reset your credit card password as soon as you receive our email to avoid any disruption in your daily activities.

All users that have the privilege to access credit card information will have the reset credit card viewing password option under the User icon. Please refer to section 1.1 of this article for further instructions.

Have more questions? Contact Support

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