Credit card action required

Updated 2 years ago by Michael McKay

Follow these instructions for items in the "Credit card action required" tab. To determine the next step, look at the message to the right of "Required action" and navigate to the respective item in this article.

Reservation requires an initial payment

You will receive this message when we have not been able to process an initial payment from a guest. We need the intial payment for this channel in order to complete the ID verification, so we can match the last 4 digits of the credit card used for payment to the credit card submitted for ID verification.

Step 1: Go to the reservation in Guesty
  1. Navigate to the financial tab
  2. Check if any payments have been made.
    1. If a payment is green, this is a successful payment.
    2. If a payment is red, this is a failed payment.
The ID verification takes up to an hour to update payments. If you see a successful payment in Guesty, wait an hour and then check the ID verification panel again.
Step 2: Charge the credit card

You can use either of the following options. If you speak the guest on the phone, you should keep them on the line until payment is successfully processed:

  1. Manually charge an already used card in Guesty
    1. This is a good option if the guest's bank declined the card initially. You should speak to the guest and have them speak to their bank before trying to charge the card again.
  2. Manually charge a new credit card in Guesty
    1. This is a good option if the guest accidentally entered the wrong credit card for the initial charge or is having issues with their other card and wants to use a new one.
If the guest wants to use a new credit card, please let them know that they must complete the ID verification with the new card that was used for payment. They can use the same link from the original ID verification email or SMS.
Step 3: Once payment is successful, check the ID verification panel in an hour to verify the ID

It takes up to an hour for the payment to update in the ID verification panel, so if you check right away you may still see the reservation in the "Credit card action required" section. An hour after a successful payment is made, the reservation should move to the "Submissions" section of the ID verification panel.

A reservation requires a $1 authorization

You will receive this message for channels that take payment, but require us to take the security deposit. To make sure the card we receive for the ID verification is the same one used to pay for the security deposit, you need to follow the steps below:

Step 1: Authorize the card for $1

Follow these instructions to authorize the card.

You can use the credit card number from the ID verification image. You may need to call the guest to get the CVC (3 digits on the back) or the credit card number if one is not submitted, as Guesty requires the CVC to process the card.
Step 2: Once authorization is successful, check the ID verification panel in an hour to verify the ID

It takes up to an hour for the authorization to update in the ID verification panel, so if you check right away you may still see the reservation in the "Credit card action required" section. An hour after a successful authorization is made, the reservation should move to the "Submissions" section of the ID verification panel.


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