Here’s a step-by-step guide for troubleshooting why UPC card information may not be available on YCS: Where can I find Unique Payment Card (UPC) details?

Here’s a step-by-step guide charging UPC payments: How do I Charge a UPC? 

Additionally, here are the 3 most common issues, causes, and solutions:

If you cannot charge the card due to a recent change in your card machine’s merchant, please contact us for further assistance.

Error message: Transaction not supported by card issuer.

Solution:

• Check that all card data has been entered correctly:
  • Card number
  • Expiry date (written as MMYY)
  • CVV
• Rerun the payment.

Error message: Invalid card number

• Check that the 16-digit card number has been entered correctly.

Payments must be processed within 150-days of the check-out date, after which the charge becomes unavailable to claim. Please contact us for assistance.

I’ve authorized a partial amount of the booking value:

1. Use the same authorization code to charge the remaining amount.

I’ve authorized an amount higher than the booking value:

1. Refund the excess amount through the original UPC card.

In both cases, we recommend you check the booking amount  against authorized/charged amount. Attempting to charge an amount higher than the booking value will result in an “Insufficient funds” error.

Please contact us for assistance. Agoda will investigate and report it to the credit card company.

Agoda can provide UPC card information through the phone. To do this:

1. Contact your local partner support line for assistance.
2. Verify yourself for security purposes.
3. Ensure you have a valid Booking ID.

Make sure that you’re using a verified email address to log into your account. To request access to Finance tab, please contact us.

Do a quick check to see if you’ve registered one of the payment methods below.

• UPC under ePass 
• E-Card (Plastic Card) 
• Bank Transfer 

If you’ve recently updated your payment methods, you will only see the Finance tab once the change is completed.

Transactions appear on the Current Transactions page once they become eligible for payment or within 150 days of booking.

To Check if you have already collected payment go to YCS >> Finance >> Remittance tab.

• If the transaction has already been submitted, it won’t be reflected 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. Go to 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 transaction on Finance tab again.

This article details the reasons why you could be experiencing this: How do I handle overcharges and negative balances?

Payments must be processed within 150-days of the check-out date, after which the charge becomes unavailable to claim. Please contact us for assistance.

This error message means that your POS terminal/machine merchant code is not under the 7011 merchant category code (MCC).

We suggest contacting your POS terminal provider for further information on MCC code set-up. If you have difficulty changing your MCC code, please contact us for assistance.

Here are the 3 most common error messages, causes, and solutions:

Check if your booking has been amended or cancelled. If so, you should have received an email. The hotel voucher or cancellation email notification will include information regarding the eligible cancellation/amendment fee (if applicable).

• If the amount on the voucher is correct, but different on YCS, you can dispute each incorrect transaction by going to YCS>> Finance >> Current Transactions >> Booking Transactions.

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

1. Clear cache.
2. Logout from YCS then log in again.
3. Go back to YCS>> Finance >> Remittances to reissue the card.
   • Refer to How do I issue a new 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 this article: How do I handle partial charges in the Finance tab?

Please ensure that your registered bank account status is Approved.

If your bank accounts status is Pending, make sure you have submitted the required supporting documents on YCS. For further information, refer to: How do I Set Up my Bank Account?

If your bank account status is Rejected, this could mean bank that bank account details are either incomplete or incorrect. Please review and update your bank account details accordingly. For further information, refer to: How do I Set Up my Bank Account? 

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

• If not, visit 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 not, visit How do I settle payments? to check whether you already submitted the transaction as it is not automatically settled.
• If you still have not received payment after the value/payout date of 3-5 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 5 business days, please contact us for assistance.

Common reasons for rejection are:

1. Invalid character input: Check Bank account requirements for more information.
2. Missing supporting documents: Please refer to this file.
3. Incorrect bank account name: Your bank account name should match the one in the supporting documents.
4. Incorrect bank account number or IBAN

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

To charge the payment, the hotel needs to submit the eligible payment via YCS >> Finance >> Current Transactions. Before submitting, please make sure you have checked all available bookings.

E-cards can only be charged to a specific merchant, please make sure your machine is configured for lodging or accommodation business using the Merchant Code (MCC) 7011. Please communicate with your POS machine provider to check the merchant code.

The amount takes some time to reflect on the e-card.

To avoid “Insufficient Funds” errors, please wait at least 30-60 minutes for the system to update the balance.

PIN is not required to charge the card except for Indonesia market, please bypass the step by clicking next/enter on your POS machine.

For Indonesia properties, we provide the PIN in the envelope that masked with in carbonize paper. If you see the error message “PIN code Blocked” please  contact us so Agoda we can help to provide the new PIN. 

Please make sure you charge in the same currency to avoid the rate discrepancy.

You will be able to charge the card again with the remaining amount. You will need to calculate the remaining amount by checking the Total Approved Amount on the Remittances page and subtracting the amount you have already charged.

Payments must be processed within 150-days of the check-out date, after which the charge becomes unavailable to claim. Please contact us for assistance.

You may contact us for assistance.