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 plans to add this option in future releases.

No. To resend emails, you should use the Email Messages tab from the reservation page or the Email Delivery log tab to resend emails.

Please check further info about these options in the section "Cards added manually to Cloudbeds PMS reservations or received"

For any reason, the 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 the Credit Card tab

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

Payment Ledger Report

1. Navigate to Classic Reports -> Financial Reports -> Payment Ledger
2. When opening up the report, you can filter by Pending Transactions
3. Or, you can simply sort by Description by clicking on the column name

In such cases, 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 in '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 Cloudbeds PMS user will be able to charge the amount even if it is different from the authorized amount.

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

Currently, Cloudbeds PMS does not automate cancellation/no-show policies or fees, so it's difficult to charge if the guest denies the authentication. Here are a few recommendations to minimize this scenario:

• In the Booking Engine terms & conditions, input 3D CSA information stating that the guest is fully responsible for authorizing such charges.
• 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: It is recommended to collect deposits before the actual check-in date. This means collecting 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 Cloudbeds PMS user should enter the guest's email address.

To double-check whether you sent the email to the correct address, access the Email Delivery Log tab in Settings.

If you realize that you sent it to the wrong email address, please proceed with the following steps:

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

Stripe accounts allow an optional 3D Secure setting for properties not based in the European Economic Area (EEA). Check further information on this knowledge base article: 3D Secure Settings.