Review the following scenarios if you can't find credit card information:
Channel as a MOR: Some channels don't share the credit card details because they process the payments.
PCI compliance: Rentals United won't display details if a PMS or the source sales channel didn't provide a valid PCI compliance certificate.
Single-use CVV: Due to security policies, Rentals United shares CVV details only once (via API method, inserts in PMS or via reveal credit card details function). Once viewed, the system removes the CVV. You must contact the guest directly to get the CVV again. This doesn't affect the card number or holder name.
Channel settings: Some channels require specific settings to pass the credit card data. For example, ensure the settings in the sales channel require guests to provide CVC details during the reservation.
Cash-only listings: If a property is set to accept cash only on the channel, no credit card details are collected or sent to Rentals United.
Booking.com restrictions: Details may be hidden if you have specific settings enabled in the integration page (domestic bookers, last-minute bookers, short-notice bookers).
New partner verification: Booking.com may restrict new partners from viewing credit card details until the property is verified. In this case, you must collect payment from guests at check-in.
Troubleshooting missing data
Follow the steps below to identify why credit card information is missing.
Step by step:
Check the reservation date to confirm it's within the 10-day window.
Verify the property settings in the sales channel to ensure "CVC required" is toggled on.
Confirm your PMS has provided its PCI compliance certificate to Rentals United.
Contact the sales channel support team if the data is missing despite correct settings.
FAQs
What should I do if I need to charge a guest after 10 days? Because Rentals United removes the data for security reasons, you must contact the sales channel or the guest directly to obtain the payment details.
Why can't I see the CVV anymore? The CVV is only visible once. If you've already viewed it or it was synced to your PMS, Rentals United deletes it from the system to maintain security standards.
Who do I contact if none of these scenarios apply? If your situation doesn't match the reasons above, contact the Support Team for further investigation.