Elavon is one of the Payment Gateways Cloudbeds connects through the Payment Processing Feature.
If you don't have an account with Elavon yet, sign up for one: https://www.elavonconnect.com/
If you already have an account, proceed to the next step.
You will need these Elavon API credentials to connect the gateway to Cloudbeds PMS:
- The SSL Merchant ID is the same as your Elavon account ID
- User ID and Pin
Follow steps
- Login to your Elavon account: https://www.convergepay.com/converge-webapp/#!/login
- Click User > Find / Edit
- Click Find. There's no need to enter any detail there.
- Click the User ID which you are looking the PIN for.
- Click Terminals.
- Copy the PIN from this page and paste it on Cloudbeds PMS.
With the credentials in hand, enable the payment gateway inside Cloudbeds PMS. Follow the step-by-step here: Payment Processing Setup
The credentials to be entered here are not the same ones you used to login to their extranet, but the API Credentials. Check: Obtain Elavon Credentials
Things to note
- Our Elavon connection is through Elavon Converge, not Elavon Fusebox. If you are attempting to connect through Elavon Fusebox, you will need to contact Elavon support and request to switch to their Converge/VirtualMerchant software.
- Contact your Elavon sales or technical support representative and ensure that your account is enabled for “eCommerce” and not just “Phone/Catalog”.
- If you want to enable IP Address Options, add the following IPs to your account: 146.088.098.245 and 146.088.098.236. If the connection is still not working, we recommend disabling the "IP Address Filter" feature in Elavon.
Troubleshooting
Check if you have entered the correct credentials to your Elavon account. The credentials to be entered on Cloudbeds PMS are not the same ones you use to login to their extranet, but the API Credentials.
Do no use credentials from any third party gateway provider.
If don't know what these credentials are, check: Obtain Elavon Credentials
Check your settings for Payment Fields on Elavon's extranet.
- Login to your Elavon account
- Go to Terminal > Merchant > Payment Fields
- In the list look for Billing Address and uncheck "Required" for the fields you don't have. Click on each item to edit it.
- Try using the payment gateway again.
Ideally, you should turn off the requirement for all the of these fields, since you will not always have the information, especially from reservations coming from OTAs.
You can (and should) require Billing Details on reservations made on Cloudbeds Booking Engine, but you should not require it from Elavon so you can process all the cards you receive.
- Make sure your Payment Gateway is active.
- If it is, contact Elavon support to verify if your account is set up properly
Make sure the user ID being used for Payment Processing has all the rights configured in Elavon. Follow the instructions here to find your users and then click on Rights to configure it accordingly.
Elavon currently doesn't support Russian Cyrillic, so you need to change the guest name to Latin alphabets on the credit card details, otherwise the following error will be received:
Here is how the name was mentioned in the system:
Solution: Access the reservation and click on the credit card tab. Then, edit the name of cardholder from Cyrylic to Latin letters.
Problem: Your Payment Processing Report shows a "PICK UP CARD" message.
This is a decline notification sent by the guest’s bank. It typically occurs when the card has expired, is no longer in circulation, or has been reported as stolen.
Solution: Reach out to the guest directly to obtain another credit card so you can process the payment.
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