Before you process terminal payments
Terminal payment requirements
- Confirm that Cloudbeds Payments terminals are available in your region. Review Cloudbeds Payments - Terminals Overview.
- Cloudbeds Payments must be enabled before you can process a transaction through a supported terminal. Review Cloudbeds Payments - Everything you need to know.
- To learn more about Cloudbeds Payments or order a terminal, contact the Cloudbeds Sales team.
- You cannot activate the terminal while creating a new reservation. Confirm the reservation, return to the guest folio, and then process the terminal payment.
- The terminal can process only charges connected to Cloudbeds PMS. It cannot be used for transactions from external systems, such as Poster.
- All terminal payments are processed in the property's configured currency.
- The terminal cannot be used to process a payment while adding an item via Add/Adjust Charge > Add Item. Add the item to the folio first, then process the terminal payment separately using Add Payment.
Process a transaction from the folio
- Find and open the reservation, and then select Folio.
- Select + Add.
- Select Add Payment.
- Select the guest, when applicable.
- Select the folio, when applicable.
- Review the Amount. Cloudbeds displays the balance due by default, but you can enter a different amount when needed.
- Under Payment Type, select the appropriate option:
- Stored Credit Card: Process the transaction using card details already saved to the reservation.
- Terminal: Activate the card reader for a card-present transaction.
- Add new credit card: Enter new card details and process the transaction.
- Select Process Payment.
Need to save the card for later?
Processing a terminal payment through Folio > Add Payment does not save the card details to the reservation. To store a tokenized card for future payments or authorizations, use Add with Terminal from the reservation's Credit Cards tab.
Full card details are not available for terminal transactions. For more information, review Why can't I view full credit card details?
Select a terminal
After selecting Terminal, Cloudbeds displays the connected terminal that will process the transaction.
- Use the displayed terminal: Continue when the terminal name shown is the correct card reader.
- Select another terminal: If the property has multiple terminals, select Choose Another.
- Cancel: Stop the payment process without sending the transaction to the terminal.
Resolve an Internal Server Error
An Internal Server Error may appear while processing a transaction or recording a previous payment. Complete the following checks:
- Confirm that the email address under Guest Details is valid. Placeholder addresses, such as Test@Test.com, can cause the error.
- Confirm that an OTA-generated guest email is valid before processing the transaction.
- For a card issued in the United States, confirm that the country under Guest Details is set to United States.
- Under the reservation's Credit Cards tab, confirm that the card's expiration date and CVV are valid.
- If Cloudbeds Payments was connected recently, confirm that the onboarding process is complete.
Cloudbeds Payments account verification may take one to two business days when all submitted information is successfully verified.
Comments
We are not able to process credit card transactions when the Cloudbeds terminal is removed from the base (handheld).
We are temporalily moving our check in for maintenace in our office and did not want to move cables unneccessarily
Hello, Steve Robbins,
We have already created a new ticket for you regarding this request. Our Support Team will take a closer look to provide dedicated assistance as soon as possible.
Thank you!
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