How to view your guest’s reservation payment card details, including card type, name, number, expiry date, and CVV.
Who can view payment card details
Users with these permissions can view a guest payment card details:
Admin users: (full permissions by default)
General users: ⚠️ Must have both these permissions enabled:
Reservation details and operational reports
Guest payment details
Security: To view payment details, you must verify with multi-factor authentication (MFA).
View reservation payment card details
Find the guest’s payment card details including card type, cardholder name, card number, expiry date within the Payment details section in a reservation. Payment card details are provided with the reservation by most channels, and will be available in your SiteMinder platform for up to seven days after check-out. They are not included in booking confirmation, modification and cancellation e-mails. Note that SiteMinder does not store CVV codes - the CVV is sent in the reservation confirmation e-mail.
⚠️ To protect sensitive data in compliance with PCI DSS standards, multi-factor authentication (MFA) is required to access guest payment details.
To view a guest's payment card details:
Log in to your SiteMinder platform.
Go to the Reservations tab.
Find the reservation and click on the booking reference to open it.
In the Payment details section, click on the eye icon.
When prompted to enter the MFA verification code, open your authenticator app.
Enter the six-digit verification code from your authenticator app.
Find the CVV/CVC in the booking confirmation e-mail if enabled in your platform for each channel, or access it via the channel’s extranet.
View the CVV/CVC of a payment card
⚠️ CVV/CVC codes are not stored in the SiteMinder platform.
The CVV is sent as an attachment in the reservation confirmation e-mail. SiteMinder cannot resend the CVV/CVC.
For channel bookings you should be able to find the CVV/CVC code via the channel’s extranet. Note that if the guest updates their credit card, you will need to contact the guest directly for updated information, or contact the channel directly.
About virtual credit cards (VCC)
What you'll see:
If a channel (OTA) provides a virtual credit card (VCC) for a reservation, you'll see "Virtual card" in the Payment type field on the reservation details page
For some channels, you may also see the balance, activation date (first date you can charge the VCC), and deactivation date (the date the VCC will expire)
Important charging rules:
VCCs can only be charged on or after their activation date
VCCs typically expire shortly after the guest checks out
Ensure all transactions are processed within the valid window
Best practices:
Most channels recommend charging the full VCC balance in one transaction
Refer to the channel's specific policy on charging virtual credit cards
Which bank account receives VCC payments?
Contact the channel directly to find out which bank account is linked to their virtual card payments
If a VCC is declined:
Contact the issuing booking channel directly for support
Troubleshooting: Why can′t I see card details for a reservation?
If card details are missing from a reservation, there are a few possible reasons.
You don't have the right permissions:
Contact your admin if you don't have access.
Card details expired:
Payment card details are only accessible for up to seven days after check-out.
Virtual card not active yet:
Virtual cards can only be charged on or after their activation date. VCCs and activation dates are issued by the channel. If you're experiencing issues charging the VCC after its activation date, please contact the channel directly for assistance.
Channel didn't send card details:
Some channels don't include card details with every booking. Check your settings in the channel's extranet or partner portal, and contact the channel directly if details are consistently missing.
You're on an invoicing payment method:
If the channel (for example, Expedia) collects payment and transfers funds directly to your bank account, you're on an invoicing method, not a virtual card method. Contact the channel directly to ask about switching to their virtual card payment method.
Your channel settings may need updating:
If card details are never included for bookings from a particular channel, it may be a configuration issue. Contact the channel directly to verify your payment settings, check whether the channel allows guests to book without entering card details, and confirm whether virtual card options are enabled in your channel's extranet.