Elavon - Connection Guide

Elavon is one of the Payment Gateways Cloudbeds connects through the Payment Processing Feature.

Sign up

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.

Obtain Elavon credentials

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

  1. Login to your Elavon account: https://www.convergepay.com/converge-webapp/#!/login
  2. Click User > Find / Edit
  3. Click Find. There's no need to enter any detail there.
  4. Click the User ID which you are looking the PIN for.
  1. Click Terminals.
  2. Copy the PIN from this page and paste it on Cloudbeds PMS.
Connect Elavon to 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

Error: The credentials supplied in the authorization request are invalid.

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

Error: A required field {1} was not supplied in the authorization request.

Check your settings for Payment Fields on Elavon's extranet.

  1. Login to your Elavon account
  2. Go to Terminal > Merchant > Payment Fields
  1. In the list look for Billing Address and uncheck "Required" for the fields you don't have. Click on each item to edit it.
  2. 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.

Error: SERV NOT ALLOWED
  • Make sure your Payment Gateway is active.
  • If it is, contact Elavon support to verify if your account is set up properly
Error: This terminal or user id is not permitted to process this transaction type.

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.

Error: The value for the first name (ssl_first_name) field is too long.

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.

Pick Up Card error

Problem: your Payment Processing Report shows a "PICK UP CARD", as shown below.

This is a decline notification sent by your bank. This error message is due to either the card has expired and no longer being in circulation or because the credit card has been reported stolen.​

kxJFzqsLAT3B33RpBHdFRj5WX (1432×213) - Google Chrome

Solution: Reach out to the guest directly to obtain another credit card so you could process the payment.

 

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