Fix non-clickable 3D Secure verification emails for Booking.com Hotel Collect reservations

Introduction

When a guest books a Hotel Collect reservation through Booking.com and pays with their own card, the guest's issuing bank may require 3D Secure verification for the deposit or balance. When verification is required, Cloudbeds sends the guest an email with an approval button that links to the verification flow.

Booking.com usually masks the guest's real email address with an address similar to guest.xxxxx@guest.booking.com and relays messages sent to that address to the guest's inbox. Booking.com's messaging security settings can remove the URL from the approval button if the sending address is not included in the property's approved sender list. The guest can then see the button, but cannot use it to complete verification.

Use the steps in this article to add the possible Cloudbeds sender addresses to the property's Booking.com messaging security allow-list and prevent this issue for future applicable verification emails.

Table of contents

• Why the 3D Secure verification button is not clickable
• Add Cloudbeds sender addresses to Booking.com
• Apply the setting to each Booking.com property
• Previously sent 3D Secure verification emails
• What this solution does not cover

Why the 3D Secure verification button is not clickable

Booking.com's messaging security settings can remove the URL from a Cloudbeds 3D Secure verification email when the address sending the message is not included in the property's approved sender list.

When this happens, the guest receives the email and sees the approval button, but there is no working link behind the button. The guest therefore cannot complete the required verification, and the deposit or balance is not secured.

To prevent Booking.com from removing the URL, add both possible Cloudbeds sender addresses to the property's approved sender list.

Add Cloudbeds sender addresses to Booking.com

Cloudbeds can send the 3D Secure verification email from the property's configured email address or from a Cloudbeds fallback address. Add both addresses to Booking.com's messaging security allow-list so the verification link is preserved regardless of which address sends the email.

1. In Cloudbeds, identify the property's email address under Account Menu > Settings > Property > Details > Property contact info. Use the value in the Property email field.
2. Log in to the property's Booking.com Partner/Extranet account.
3. Follow Booking.com's All about our messaging security settings guide to locate and manage the property's approved sender list.
4. Add the property's email address identified in Cloudbeds. This is the address Cloudbeds normally uses to send the 3D Secure verification email.
5. Add admin@cloudbeds.com. Cloudbeds uses this fallback address when the property's own email address is not available for sending.

Apply the setting to each Booking.com property

Booking.com's messaging security allow-list is configured per property, not once for an entire account.

If you manage multiple properties that receive Booking.com Hotel Collect reservations, repeat the allow-list setup for each applicable property. Add both the individual property's Cloudbeds email address and admin@cloudbeds.com to each property's approved sender list.

Previously sent 3D Secure verification emails

Adding the sender addresses to Booking.com's allow-list only affects verification emails sent after the setup is completed. The change is not retroactive.

If a guest has already missed the verification window for an affected reservation, handle that reservation directly, such as by resending the request or contacting the guest another way. The Booking.com allow-list setup does not correct an email that was already affected.

What this solution does not cover

This setup addresses the specific situation where Booking.com removes the URL from a Cloudbeds 3D Secure verification email because the sending address is not included in the property's approved sender list.

It does not resolve:

• Guests who receive a working verification link but do not click it or complete verification.
• Cases that do not involve a Booking.com masked guest email address, including direct bookings and reservations from other OTAs.
• Booking.com reservations paid with a Booking.com-issued virtual credit card (VCC). Virtual credit card behavior related to 3D Secure is a separate issue and is not covered by this article.

After the approved sender addresses are configured, future applicable Booking.com Hotel Collect verification emails can retain their verification link when Booking.com relays the message to the guest.

Related articles

For broader information about 3D Secure behavior and troubleshooting in Cloudbeds, review these related resources:

• 3D Secure - Frequently Asked Questions
• 3D Secure 2.0 Overview
• Strong Customer Authentication (SCA) and 3D Secure 2.0 - Everything you need to know