Stripe Connection Guide

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Stripe is one of the most popular payment processors we connect with. This guide will walk you through connecting Stripe to your myfrontdesk account.

Connecting your Stripe account to myfrontdesk

Before you can connect to Stripe you will need an account. They are available for businesses located in 34 countries and accept payments from anywhere in the world. If you already have an account, please continue.

  1. In your myfrontdesk account, go to Manage > Payment Options
  2. Activate the Payment Gateway Feature
  3. Choose Stripe from the list and click on "Click To Connect"
  1. A new window from Stripe will pop-up. Enter the login and password for your Stripe account and click "Sign in to your account".
    • If you are already logged in to your Stripe account, please make sure this is the correct account, especially if you have multiple Stripe and/or Cloudbeds' accounts.
  2. In the next screen, click on Connect my Stripe account

This is a new flow to connect your Stripe account. If the instructions in this article are not similar to what you see in your account, please contact support and ask them to change your Stripe connection to our version 2.

Updating your Stripe connection

If you are already using Stripe as a Payment Gateway on myfrontdesk, you will need to switch to the new version. To do so, follow this quick step-by-step

  1. In your myfrontdesk's account, go to Manage > Payment Options
  2.  Scroll down to your Payment Gateway settings and click on Change.
  3. Change the Gateway from Stripe (deprecated) to Stripe
  4. Now, click to Connect and follow the steps above.
Troubleshooting

Please Note:

  • Although Stripe offers multiple alternative payment methods, our integration only supports credit and debit cards as payment methods (Visa, Mastercard and American Express)
  • When switching payment gateways, any future charges for in-house or future reservations must be made on the previous gateway.  For security reasons, payment gateways store credit card details [on their side]. This is a security feature on the gateway end to prevent frauds. Because of this, if you have a reservation which was charged by the payment gateway A, even if you switch to payment gateway B, all the charges related to this reservation will be done from within the payment gateway A.
I can not view the credit card details

Stripe stores the credit cards in your account but does not allow anyone to see them. You can still run any transactions on them via myfrontdesk.

I can view some credit cards details but not for all of them

When credit card details are added to a reservation, either manually by the user or automatically from the booking engine or channel manager, myfrontdesk sends it to Stripe to save it and/or perform a transaction. If for any reason, Stripe doesn't accept the card, myfrontdesk will store it locally instead.

Credit cards stored locally can be seen by users with the right permissions to do so. But if you use Stripe as a payment gateway, most likely these cards are not valid.

Error: No such customer: cus_XxxxXxXxX

The current Stripe account connected to your myfrontdesk account is not the same that was used to create the customer/store the credit card information.

Make sure you are connected to the correct account by following the setup instructions once again.

If you were a Stripe user on the previous version, you may have connected the wrong account when switching. This may happen if you have more than one Stripe account for different properties.

Error: Your card was declined. Your request was in test mode, but used a non test (live) card.

Cause: Your account is connected to Stripe in test mode.

Solution: Go to 'Payment Options' page and switch the Gateway Mode from "Test" to "Live". If the mode is already on Live, you will still need to re-connect your Stripe account. On Payment Options, click on Change next to Stripe and Click to Connect again.

If you do not see the mode button on "Payment Options" page - please contact our Support team and ask to change the mode to Live and re-connect.

Keep in mind that the cards collected while the account was connected in Test Mode will not be available for charging.

Error: This connected account cannot currently make live charges. If you are a customer trying to make a purchase, please contact the owner of this site. Your transaction has not been processed.

Please make sure your Stripe account is fully configured, verified and live. If you have a new Stripe account, you may need to go thru some steps to make it fully functional. When that's completed, you should be able to use Stripe with your myfrontdesk account.

Error: Unable to add an OTA Virtual Card to a reservation when using Stripe as a Payment Gateway

When manually adding a credit card to a reservation, Stripe will run a test charge on the card provided to verify if it's a valid card or not. Since most virtual cards can only be charged on the date of arrival for the reservation, Stripe will not be able to process a test charge and will treat the card as invalid.

In this case, you may:

  1. Enter the credit card details on the arrival date so you can charge it using the Payment Processing Feature or
  2. Turn off Payment Processing temporarily and add the virtual cards to all reservations as necessary and turn Payment Processing on again when you're done. You may need to re-connect to Stripe when doing so.

You may encounter this issue with any OTAs that provides Virtual Cards, such as Expedia, Booking.com, and others.

This issue won't happen when receiving your reservations automatically from the Channel Manager.

Other error messages

For more details and other error codes, please refer to this article from Stripe's website.

DECLINE CODE DESCRIPTION NEXT STEPS
approve_with_id The payment cannot be authorized. The payment should be attempted again. If it still cannot be processed, the customer needs to contact their card issuer.
call_issuer The card has been declined for an unknown reason. The customer needs to contact their card issuer for more information.
card_not_supported The card does not support this type of purchase. The customer needs to contact their card issuer to make sure their card can be used to make this type of purchase.
card_velocity_exceeded The customer has exceeded the balance or credit limit available on their card. The customer should contact their card issuer for more information.
currency_not_supported The card does not support the specified currency. The customer needs to check with the issuer whether the card can be used for the type of currency specified.
do_not_honor The card has been declined for an unknown reason. The customer needs to contact their card issuer for more information.
do_not_try_again The card has been declined for an unknown reason. The customer should contact their card issuer for more information.
duplicate_transaction A transaction with identical amount and credit card information was submitted very recently. Check to see if a recent payment already exists.
expired_card The card has expired. The customer should use another card.
fraudulent The payment has been declined as Stripe suspects it is fraudulent. Do not report more detailed information to your customer. Instead, present as you would the generic_declinedescribed below.
generic_decline The card has been declined for an unknown reason. The customer needs to contact their card issuer for more information.
incorrect_number The card number is incorrect. The customer should try again using the correct card number.
incorrect_cvc The CVC number is incorrect. The customer should try again using the correct CVC.
incorrect_pin The PIN entered is incorrect. This decline code only applies to payments made with a card reader. The customer should try again using the correct PIN.
incorrect_zip The ZIP/postal code is incorrect. The customer should try again using the correct billing ZIP/postal code.
insufficient_funds The card has insufficient funds to complete the purchase. The customer should use an alternative payment method.
invalid_account The card, or account the card is connected to, is invalid. The customer needs to contact their card issuer to check that the card is working correctly.
invalid_amount The payment amount is invalid, or exceeds the amount that is allowed. If the amount appears to be correct, the customer needs to check with their card issuer that they can make purchases of that amount.
invalid_cvc The CVC number is incorrect. The customer should try again using the correct CVC.
invalid_expiry_year The expiration year invalid. The customer should try again using the correct expiration date.
invalid_number The card number is incorrect. The customer should try again using the correct card number.
invalid_pin The PIN entered is incorrect. This decline code only applies to payments made with a card reader. The customer should try again using the correct PIN.
issuer_not_available The card issuer could not be reached, so the payment could not be authorized. The payment should be attempted again. If it still cannot be processed, the customer needs to contact their card issuer.
lost_card The payment has been declined because the card is reported lost. The specific reason for the decline should not be reported to the customer. Instead, it needs to be presented as a generic decline.
merchant_blacklist The payment has been declined because it matches a value on the Stripe user's blocklist. Do not report more detailed information to your customer. Instead, present as you would the generic_declinedescribed above.
new_account_information_available The card, or account the card is connected to, is invalid. The customer needs to contact their card issuer for more information.
no_action_taken The card has been declined for an unknown reason. The customer should contact their card issuer for more information.
not_permitted The payment is not permitted. The customer needs to contact their card issuer for more information.
pickup_card The card cannot be used to make this payment (it is possible it has been reported lost or stolen). The customer needs to contact their card issuer for more information.
pin_try_exceeded The allowable number of PIN tries has been exceeded. The customer must use another card or method of payment.
processing_error An error occurred while processing the card. The payment should be attempted again. If it still cannot be processed, try again later.
reenter_transaction The payment could not be processed by the issuer for an unknown reason. The payment should be attempted again. If it still cannot be processed, the customer needs to contact their card issuer.
restricted_card The card cannot be used to make this payment (it is possible it has been reported lost or stolen). The customer needs to contact their card issuer for more information.
revocation_of_all_authorizations The card has been declined for an unknown reason. The customer should contact their card issuer for more information.
revocation_of_authorization The card has been declined for an unknown reason. The customer should contact their card issuer for more information.
security_violation The card has been declined for an unknown reason. The customer needs to contact their card issuer for more information.
service_not_allowed The card has been declined for an unknown reason. The customer should contact their card issuer for more information.
stolen_card The payment has been declined because the card is reported stolen. The specific reason for the decline should not be reported to the customer. Instead, it needs to be presented as a generic decline.
stop_payment_order The card has been declined for an unknown reason. The customer should contact their card issuer for more information.
testmode_decline A Stripe test card number was used. A genuine card must be used to make a payment.
transaction_not_allowed The card has been declined for an unknown reason. The customer needs to contact their card issuer for more information.
try_again_later The card has been declined for an unknown reason. Ask the customer to attempt the payment again. If subsequent payments are declined, the customer should contact their card issuer for more information.
withdrawal_count_limit_exceeded The customer has exceeded the balance or credit limit available on their card. The customer should use an alternative payment method.
Have more questions? Contact Support

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