Please ensure that you have followed the steps in Where can I see UPC details? to view the UPC details. If you are still not able to see the UPC details, contact us for further assistance.

Please ensure that you have followed the steps in How do I Charge a UPC? Below are the 3 most common errors and how you can troubleshoot them:

1. Insufficient Funds — Please ensure that you are charging the correct amount as shown in the booking confirmation. You will receive an error showing “insufficient fund” if you attempt to charge any amount that is higher than the booking value.
2. Security Violation — This will show if there are more than 5 failed attempts to charge the card. Please wait for 1 hour before attempting to charge again, and make sure you charge with the correct details and a stable internet connection.
3. Card Blocked FRE10 — This will show if you attempt to use the card for any activity outside of booking-related payments. You will need to contact us and explain the incident before we can remove the block.

• If you cannot charge the card due to a recent change in your card machine’s merchant, please contact us for further assistance.
• If you see an error message “Transaction not supported by the card issuer“, please check all keys in the data (expiry date, CVV, or incorrect input of 16 digits) and attempt to charge again. The most common issue is putting the incorrect date format, which is MMYY.
• If you see an error message “Invalid Card Number“, please re-check and re-enter the correct 16 digits of UPC.

It is important to understand that you are required to collect payment within the 150-day deadline. You can contact us for assistance if you did not collect the payment within the deadline.

• If you have authorized a partial amount, proceed to use the same authorization code and charge the partial amount first. Then proceed to authorize and charge the remaining amount.
• If you have authorized and charged only partial amount, proceed to repeat the same action to collect the remaining amount.

In both cases, we recommend you check the booking amount and the amount that you have authorized/charged. You will receive an error showing “insufficient fund” if you attempt to charge any amount that is higher than the booking value.

• Please ensure your payment method is under one of the payment types below. If you recently requested to switch payment methods, you will only see the Finance tab when the change is completed.
  • UPC under ePass 
  • E-Card (Plastic Card) 
  • Bank Transfer 
• Please use an authorized email account with the Finance tab access to log in. You will not be able to access the Finance tab if you are not the authorized user.  To request access, contact us.

• The transactions will become visible on the Current Transactionss page when they become eligible for payment.  For example, non-refundable bookings are eligible for payment on the booking date, while Flexible Cancellation bookings will be eligible for payment upon guest departure.
• Only bookings in the last 150 days will be displayed on the Current Transactions page.
• Check if you have already collected payment by go to YCS > Finance > Remittance tab. If the transaction has already been submitted, it would not reflect on the Current Transactions tab but on the Remittance tab.
• If you have not collected the payment, please wait up to 24 hours then try again YCS > Finance > Current Transactions tab.

Make sure you have followed the steps on this page. If you have, then it could be due to a system delay; wait up to 24 hours then try to find the payment on ePass again.

Please read How to handle overcharge and negative balance? to find out reasons why you may have a negative balance.

It is important to understand that you are required to collect payment within the 150-day deadline. You can contact us for assistance if you did not collect the payment within the deadline.

This error message means that your POS terminal is not under the 7011 merchant category code (MCC). We recommend that you always use a POS terminal with 7011 MCC; you may contact your POS terminal provider for further information on MCC code set-up. If you have difficulty changing your MCC code, please contact us.

Below are the most common scenarios and how to troubleshoot them:

• The card is expired — The virtual card is only valid for 24 hours. If you do not charge the card within 24 hours, it will become invalid. You can fix this by re-issuing the card.
• Error message “Invalid Merchant” — This means that your POS terminal is not under the 7011-merchant category code (MCC). We recommend that you always use a POS terminal with 7011 MCC. Contact your POS terminal provider for further information on MCC code set-up.
• Error message “Transaction not supported by the card issuer” — You need to recheck all key in data (expiry date, CVV, or incorrect input of 16 digits) and attempt to charge again. The most common issue is putting the incorrect date format, which is MMYY.
•  Error message “Invalid Card Number” — You need to recheck and re-enter the 16 digits of the UPC card.

In general, the error messages are quite self-explanatory, please read them carefully and perform the required action.

• Check if your booking has been amended or canceled; the hotel voucher or cancellation email notification will include information on the eligible cancellation/amendment fee (if applicable).
• If the amount on the voucher is correct but YCS did not reflect the same, you can dispute each incorrect transaction on YCS > Finance > Current Transactions > Booking Transactions.

The re-issue button will only appear after 72 hours once expired. If it has been 72 hours and you are not able to reissue a card, please try:

1. Clear cache.
2. Logout from YCS then log in again.
3. Go back to YCS > Finance > Remittance to reissue the card.

Contact us to inform us of the balance that you need to charge and request for a top-up. For more information, refer to How do I handle partial charge?

Please ensure that the registered bank account has an Approved status.

• If your bank account remains under Pending status: Please make sure you have submitted the required supporting documents in YCS. For further information, please refer to this page How do I Set Up my Bank Account in YCS? 
• If your bank account shows Rejected status: This means, upon review by Agoda Finance team, the bank account details you have provided are either incomplete or incorrect. Please review and update your bank account details accordingly. For further information, please refer to this page How do I Set Up my Bank Account in YCS? 

If your bank account has been Approved, try to check with your bank if the payment was received.

• If not, follow How do I view booking transactions? to check if the payout has passed. You can find the payout date using reference number to search in YCS>Finance> Remittance> Value Date column.

• If you still have not received payment after the value/payout date of 1-2 business days, please contact us for assistance.

In general, our Finance team takes 5 days to review your bank account submission. If you have not received any updates after the 5 business days, feel free to contact us for further assistance.

Common reasons for rejection are:

1. Invalid character input
2. Missing supporting documents
3. Incorrect bank account name
4. Incorrect bank account number or IBAN

Refer to What should I do if my bank account is Rejected? for further guidance.