Credit card details not showing in my PMS
Credit card details might not appear in your PMS for a few reasons:
The channel didn't send the card details with the booking
The channel didn’t send the full credit card details (for example there is no cardholder name) and the PMS requires full details (or none will be received)
SiteMinder sent the details, but your PMS isn't processing them correctly
There might be a problem with your PMS setup
You can check if card details were received from the channel and sent from SiteMinder by downloading the XML log (download connectivity status history) in the reservation.
To download the XML file for the reservation history sent to your PMS:
Go to the Reservations page and find the reservation.
Click on the delivery status in the Connectivity status column.
Then, in the Actions column, click on the down arrow download button.
Open the XML file with a text editor app such as Notepad or TextEdit.
How do I check if a channel sent card details?
Go to the Reservations page > click on the booking reference to open the reservation > view the Payment details section.
To check the XML logs for card details for a reservation sent to your PMS:
Go to the Reservations page.
Find the reservation you want to check.
Look at the reservation delivery log (connectivity status XML log). Click on the delivery status in the Connectivity status column, then in the Actions column, click on the down arrow download button.
If the channel didn't send any card details, contact them and check your settings in their extranet.
SiteMinder shows card details were sent but they're not in my PMS
If the reservation XML file reservation log shows card details were sent to your PMS, but you are not seeing them there:
Share the reservation XML file with your PMS support team.
Ask them to check why the card details are missing.
You may also be able to view card details in the channel’s extranet.
I got an error: "Credit card does not appear to be tokenized"
This error happens when there's a problem with credit card security settings:
Download the reservation XML file showing the error.
Contact your PMS support team and share the XML file.
Ask them to help fix your setting to securely receive card information.
Bookings from a specific channel never include card details
If bookings from a particular channel never have card details:
Contact the channel directly.
Check your settings in that channel's extranet.
Find out if the channel lets guests book without entering card details.
Some channels have options that control whether card details are required.