When charging a credit card registered in Delta PMS, payment may fail due to errors or other issues.
This manual explains how to resolve these issues.
① When the following warning message is displayed:
“Please provide an email address in the Guest Information to pay using credit card or bank transfer.”
When charging an additional fee to a credit card, the representative guest’s email address must be registered in the “Guest Information” tab.
This is because Delta PMS automatically sends the following emails to the guest after payment is completed:
Payment completion notification email
Receipt
You cannot proceed without registering an email address.
For reservations made via Airbnb
For reservations made via Airbnb, when reservation information is synchronized to Delta PMS, Airbnb does not provide the representative guest’s email address.
Therefore, the following field in Delta PMS will be left blank:
Guest Information tab → Email Address
※If the email address field is blank, you cannot proceed with the charge. Please make sure to enter an email address.
Resolution
You must register the guest’s actual email address.
A. Ask the guest directly for their email address
After receiving the guest’s email address, edit the guest information in the “Guest Information” tab, enter the email address, and save the changes.
※Booking.com’s anonymous email addresses (●●●●@guest.booking.com) cannot be used.
Even if an email address is already registered in the guest information, if it is a Booking.com anonymous email address, please replace it with the guest’s actual email address.
B. If a Pre Check-in Form has been submitted
Follow the steps below to register the representative guest’s email address in the “Guest Information” tab.
Open the booking details screen in Delta PMS.
Open the “Forms” tab.
Copy the representative guest’s email address entered in the Pre Check-in Form.
Open the “Guest Information” tab.
Paste the email address into the email address field.
6. Save the changes, then try charging the credit card again.
② When the following messages are displayed:
“Fail to create and confirm payment”
“Your card does not support this type of purchase”
Cause
The payment has been declined by the guest’s credit card company (card issuer).
The card issuer only returns the following result to Stripe, the payment service:
“Transaction not allowed”
Therefore, the specific reason for the decline cannot be confirmed by Delta PMS or Stripe.
Common Reasons Why a Card Payment May Be Declined
A payment may be declined for reasons such as:
The card has exceeded its spending limit
A temporary restriction due to the card issuer’s fraud detection system
Restrictions on overseas transactions
Card usage conditions or security settings
Other decisions made by the card issuer
Solution
If the payment cannot be completed, please use one of the following methods.
Method ①
Confirm with the Guest Before Sending a Payment URL
First, contact the guest with the following message:
“Could you please contact your card issuer to check the issue? Alternatively, if you would like to pay with a different card, we can send you a payment link. Please let us know how you would like to proceed.”
If the guest requests payment with another card:
Select:
“Charge Using Different Card”
and send the payment URL to the guest. (Following the steps below)
Method ②
Send the Payment URL Immediately
This method allows you to send a payment link for a different card without waiting for confirmation from the guest.
How to Charge Using Different Card
Steps
Open the Add Payment screen.
Click:
“Charge Using Different Card”
3. An automatic email containing the payment link will be sent to the guest.
About Automatic Email Settings
The email content sent when using:
“Charge Using Different Card”
can be edited from the automatic email settings.
Settings Location
Left Sidebar:
Settings
↓
Automation
↓
Email Automation
Editing the Email Template
From the Built-in template list, select:
“Guest Booking - Charging Using Different Card”
Then click:
“See details”
From this screen, you can:
Send a test email to yourself to check the email content
Edit the email body
(Use the button in the upper-right corner of the screen.)
Editing Templates by Language
By switching the Input Language, you can edit the email template for each language.
Input Language | Template to Edit |
Japanese | Japanese email content |
English | English email content |
Please configure each language template as needed to ensure the email sent to guests contains the appropriate information.
