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
If the channel supplied card details with the booking, 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 details will be available in your SiteMinder platform for up to seven days after check-out. If the channel does not send card details, log in to the channel's extranet or partner portal to access them directly.
⚠️ Payment card/credit card details are not included in booking confirmation, modification and cancellation e-mails. 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.
⚠️ CVV/CVC codes are not stored in the SiteMinder platform. 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.
Direct Booking: For Direct Booking reservations, the CVV is sent in the body of the reservation confirmation e-mail sent to your property. SiteMinder cannot resend the CVV/CVC.
Channels/OTAs: For channel bookings, access the CVV/CVC code via the channel’s extranet directly. If SiteMinder sends reservation e-mail notifications to your property, you can also find the CVV/CVC code in the body of the reservation confirmation e-mail sent by SiteMinder to your property.
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)
VCCs can only be charged on or after their activation date and can only be charged once. The VCC balance may differ from the total reservation amount. For any issues with a VCC, including incorrect balances or activation dates, contact the channel directly.
💡 VCCs are only issued by OTA channels. For a Direct Booking reservation, the payment card will be your guest's credit card.
Troubleshooting
Why can′t I see card details for a reservation?
Card details are not there
Channel did not send card details with the booking: If the reservation's Payment details section is empty, the channel did not send card details with the booking. SiteMinder cannot retrieve or supply card details that the channel did not provide. If card details are missing, log in to the channel's extranet or partner portal to access the guest's card details directly. If card details are consistently missing for a certain channel, check your payment settings with the channel and confirm whether the channel allows guests to book without entering card details.
Other reasons card details may not be there:
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. Contact the channel directly to ask about switching to their virtual card payment method
The channel allows guests to book without entering card details: Check your settings in the channel's extranet and contact the channel to confirm whether this can be changed
⚠️ If card details are missing because the channel did not send them, you won't be able to process payments directly with SiteMinder Pay. You need to obtain card details from the channel or contact the guest directly.
Card details are there but I can't access them
If the Payment details section shows a card is there but you can't view the details, check the following:
You don't have the right permissions: You need both Reservation details and operational reports and Guest payment details permissions enabled. Contact your admin if you don't have access
MFA is required: You must complete multi-factor authentication (MFA) to view card details
Card details have 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. If you're experiencing issues charging the virtual credit card (VCC) after its activation date, contact the channel directly
A channel reservation has an invalid or declined payment card
Payment card details for channel bookings are provided by the channel, not SiteMinder. If card details are invalid or payment was declined, contact the channel directly to request new card details. If the reservation is hotel collect, try contacting the guest directly for updated payment details, or contact the channel for assistance.
For Booking.com reservations only: use the “Report Invalid Payment Card” option. Open the reservation > click the ellipsis button > select Report invalid payment card.