3D Secure - Frequently Asked Questions

The European Economic Area (EEA) is comprised of: Austria, Belgium, Bulgaria, Croatia, Republic of Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, United Kingdom, Iceland, Liechtenstein, and Norway.

Currently, Cloudbeds only supports 3D Secure feature through our latest version of Stripe. If you do not have the latest version of Stripe, please visit this article for further information: Updating your Stripe Connection

Currently, it's not possible - only the main guest will receive the email, but our development team is planning to add this option in future releases.

No. In order to resend emails, you should use Email Messages tab from reservation's page or the Email Delivery log tab to resend emails.

Please check further info about these options in the section "Cards added manually to myfrontdesk reservations or received" of this article.

For any reason, property may wish to cancel a pending payment. The system allows the user to cancel in two ways:

1. Under guest's folio
2. Under Credit Card tab

To check if you have Pending Payments that are waiting for 3D Secure authentication, you can use the following reports:

In such case, the payment will need to be restarted. The following steps need to be taken:

1. The guest needs to contact the property directly
2. The property needs to cancel the pending payment (using the options described on 'How to cancel Pending Payment? under the FAQ section of this article)
3. The property needs to add the payment manually again to resend the email to the guest

No, the system does not release funds. The property can still capture that depending on the cancellation settings.

The myfrontdesk user will be able to charge the amount even if is different to the authorized amount.

If the guest denies the payment authorization for Cancellation, No/Show or Non-refundable booking means that the property will not be able to process the charge.

Currently, myfrontdesk not automating cancellation/no-show policies yet and the cancellation/ no show fees, so it's hard to charge if the guest denies the authentication. Here we have a few recommendations to minimize this scenario:

• In mybookings terms & conditions input 3D CSA information stating that guest is fully responsible for authorizing such charges and failure
• Contact your OTAs to check if you can use Virtual Cards as payment options since virtual cards are not required to be authenticated by 3D Secure
• Pre-stay Deposits: we recommend you to collect deposit before the actual check-in date. This means you will collect the balance in full at the time of booking. You can set/change your Policies settings here

On House Accounts and Groups pages, the cards that need to be authenticated by 3D secure will trigger a modal where the myfrontdesk user should enter the guest's email address.

To check if you sent the email to the correct address, please access the Email Delivery Log tab to double-check

If you realized that you sent to a wrong email address, please proceed with the following steps

Click to Open the corresponding House Account / Group Account

1. On the House Account / Group Folio, you will see the Pending Payment - Click to Cancel
2. In order to send a new email, go ahead and add the payment again
3. Enter the correct email address

Stripe account allows an optional 3D Secure settings for properties not based in the European Economic Area (EEA). Check further info on this knowledge base article: 3D Secure Settings