This troubleshooting guide explains why an OTA reservation in Cloudbeds PMS may not include the guest's credit card details and offers practical solutions for obtaining this information.
Overview
In Cloudbeds PMS, each reservation has a credit card section where you can add guest credit card details. Cloudbeds PMS may also import guest credit card details if the reservation came from a channel and the guest added their credit card info during booking. However, there are several reasons why credit card details may be missing or not imported.
Important
- To remain compliant with PCI DSS (Payment Card Industry Data Security Standard), Cloudbeds enforces stricter password requirements when retrieving and viewing customer credit card data. You must establish a separate password to access credit card information.
- Learn how to set up your credit-card viewing password: Set up credit card viewing password.
Possible reasons and solutions
If the booking was created before the channel was connected to Cloudbeds PMS, the credit card details won’t appear in PMS because they were delivered via a different method (e.g., email or fax).
SOLUTION: It’s not possible to re-send credit card details if they were not sent to our system at the moment of booking. Collect the card details from the channel extranet or contact the guest directly.
If the original booking was made before connecting to Cloudbeds PMS and was imported manually, later modifications will not include credit card details.
SOLUTION: Check the credit card details on the channel extranet.
The Cloudbeds channel manager stores credit card details only for the following channels (this list can change as new integrations are added):
- Agoda
- Beds4Travel
- Booking.com
- BookNow
- The Percentage App
- CTrip
- Decolar
- Dida Travel
- Expedia
- Goibibo & MakeMyTrip
- Dorms.com
- Hotelbeds
- Revato by HotelsCombined
- Hotelnet
- Hopper
- Hotusa/Keytel
- HotelTonight
- Hostelworld
- ODIGEO Connect
- Olympia Europe & Go Global Travel
- Reconline
- Stash Hotel Rewards
- Tripadvisor Instant Booking
- Tablet Hotels
- Tiket.com
- VRBO (API)
- Miki
SOLUTION: If the reservation came from a channel not listed above, retrieve the credit card details directly from the channel extranet. If it’s from a listed channel but details are still missing, review the additional reasons below.
For PCI compliance, Hostelworld does not store CVV codes.
Cloudbeds supports the following card types passed from channels:
- VI → Visa
- AX → American Express
- BC → BC Card
- CA → MasterCard
- CB → Carte Blanche
- CU → China Union Pay
- DS → Discover
- DC → Diners Club
- T → Carta Si
- R → Carte Bleue
- N → Dankort
- L → Delta
- E → Electron
- JC → Japan Credit Bureau
- TO → Maestro
- S → Switch
- EC → EuroCard
- TP → Universal Air Travel Card
If card details are missing both in Cloudbeds PMS and in the channel extranet, the channel likely does not require guests to provide card data.
SOLUTION: Ask your channel account manager to confirm that “Ask for credit card details” (and CVV) is enabled in your extranet settings.
Your Booking.com account may be configured to not collect credit card details. You can control this in the extranet:
Property > Policies > Guest Payment Options
Here you can set:
- Whether to accept credit/debit cards and which types
- Conditions under which bookings without a credit card are allowed
- Whether to collect card details for guests from the same country as your property
- Whether to collect the CVC
Booking.com can be configured to not send CVV codes with bookings. If card numbers are present but CVV is missing, this setting may be disabled.
SOLUTION: Contact your Booking.com account manager and request that CVV be sent to your PMS/channel manager.
CVV is not included on Expedia EQC booking XMLs by design. Expedia assigns one booking to one virtual card, and each virtual card has its own unique CVV.
SOLUTION: Retrieve the CVV from Expedia’s extranet (Payment Information section) for that reservation.
If you have a payment gateway connected, it may require a billing address to process a charge. Cloudbeds PMS does not control whether the OTA collects billing addresses.
SOLUTION: Ask your channel account manager if billing address fields can be made mandatory on the extranet. If not possible, consider disabling AVS (address verification) in your payment gateway so you can process cards without a billing address.
- Billing address requirements on the Cloudbeds Payment Options page apply to the Booking Engine and direct bookings only. They do not force OTAs to collect billing addresses.
- Contact your channel representative to make billing address fields mandatory on their extranet (if available).
If your subscription invoice is 14 days (or more) overdue, some system features are disabled, and credit card data will not be passed from channels to Cloudbeds PMS.
SOLUTION: Pay the outstanding balance in your billing account to re-enable full functionality.
Credit card data flows from channels to Cloudbeds PMS via the Cloudbeds channel manager. If the channel manager credit-card password is expired, PMS will not receive card data.
SOLUTION: Contact our Support Team to restore synchronization.
Channels typically transmit credit card data to us only once. If there was a temporary issue (e.g., database connection) at that moment, we may not have captured the data and cannot re-fetch it automatically.
SOLUTION: Contact our Support Team to check for transmission issues. If confirmed, you’ll need to reach out to the channel’s support explaining that PMS didn’t receive the card due to a technical issue. The channel may provide alternatives (e.g., Booking.com can provide credit card details via alternate methods but will not re-transmit them to PMS).
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