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What should I do if I can’t charge a payment?

This article outlines the most common reasons why partners may encounter difficulties with payment processing, along with solutions to resolve these issues.

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Payment issues via Unique Payment Card (UPC)

1. I cannot find my UPC information on YCS:

For detailed instructions on finding your UPC details in YCS, please follow the steps outlined in this article: Where can I find Unique Payment Card (UPC) details?

2. I cannot charge payments via UPC:

For detailed instructions on charging payments via UPC, please refer to: How do I Charge a UPC?
Below is a list of solutions to the most common issues with charging payments via UPC:

Issue/Error	Cause	Solution
Insufficient Funds	Attempting to charge an amount higher than the booking value.	Ensure that you charge the exact amount displayed on the booking confirmation. To check that the amount is accurate, please refer to the Amendments section of the Earnings page (YCS >> Finance >> Current Transactions).
Security Violation	There have been 5 failed attempts to charge the UPC within the past hour.	Wait for 1 hour before attempting to charge the UPC again. During this time, verify that all payment details are accurate and that your internet connection is stable.
Card Blocked FRE10	The UPC has been blocked due to use for purposes other than booking-related payments.	Contact us to remove the block.
A recent change in your card machine’s merchant	The UPC cannot be charged due to a recent change in your card machine’s merchant.	Contact us for further assistance.
The UPC does not accept 3Ds transactions	The property uses a 3D-Secure (3Ds) POS terminal, which is a feature to protect against fraud. As 3Ds is only applicable to eCommerce transactions, and Agoda does not interact with the property through eCommerce, these transactions are blocked.	You will need to charge the UPC with a different POS terminal that is not 3Ds-enabled.
Transaction not supported by the card issuer.	Missing or incorrect data entry (expiry date, CVV, or incorrect input of 16 digits).	Please double check and re-enter the data correctly: Card number Expiry date (written as MMYY) CVV
Invalid card number	Incorrect 16-digit card number.	Check that the 16-digit card number has been entered correctly.
‘Stolen card’ or ‘Lost card’	This UPC is marked as stolen or lost and cannot be charged.	Contact us for further assistance.

3. My UPC has expired:

The UPC will be available to charge one day after the booking check-out date and must be charged within 150 days. The UPC will then expire after the 150-day period.
It is important that you charge the UPC on time. After the 150-day period, the earnings will no longer be available for you to claim.

4. What should I do if I have accidentally authorized/charged the wrong amount?

If you have authorized/charged a partial amount of the booking value, please settle that amount first and then charge a second transaction with the remaining amount of the booking value.
If you have authorized/charged an amount that is higher than the booking value, please refund the excess amount through the same UPC used for the original transaction.
It is recommended to verify the booking amount before authorizing/charging the UPC. Attempting to authorize/charge an amount higher than the booking value may result in an “Insufficient funds” error.

5. What should I do if I find a fraudulent transaction?

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

6. Other than YCS, where can I find my UPC details?

Agoda can provide you with your UPC details via phone. To do this:
- Contact your local partner support hotline.
- Verify yourself for security purposes with a valid booking ID.

Payment issues via ePass (Electronic Payment Administration Self Service)

1.I cannot find my UPC information on YCS:

For detailed instructions on finding your UPC details in YCS, please follow the steps outlined in this article: Where can I find Unique Payment Card (UPC) details?

2.I cannot find a booking on the Current Transactions (Earnings) tab:

Transactions will appear on the Current Transactions (Earnings) page once they become eligible for payout, within 150 days after the check-out date.
If the booking payment has already been processed, the booking will be moved to the Remittances tab (YCS >> Finance >> Remittances).

3. I've submitted payouts from my available earnings on the Current Transactions page, but I don't see these transactions on the Remittances tab:

Please ensure that you have followed the steps in this article.
If the steps have been followed properly but the transactions are still not showing, there may be a system delay. Please wait around 1-2 days for the transactions to appear on the Remittances tab.

4. Why does my Current Transaction page show a negative balance for my available earnings?

Please refer to How do I handle overcharges and negative balances? for more information.

5. What should I do if I forget to claim a booking payout within 150 days?

If you do not charge a booking payout within 150 days after the check-out date, the earnings will no longer be available for you to claim.

6.Why is there a difference between the earnings amount on YCS and the booking confirmation?

The booking may have been amended or canceled. You will be informed by email regarding such changes.
The booking confirmation and/or cancellation email will also detail any applicable cancellation or amendment fees, which may change the total earnings amount.
If the amount on the booking confirmation differs from the amount shown on YCS, please report the incorrect booking amount.
- Go to YCS  and click on the Need Help button in the bottom right corner of the page
- Select Rates/Availability >> Rate Dispute >> Contact Agoda >> Submit Request
- In the provided field, explain your issue in detail, then click Submit
- For more information, please refer to: How do I report an incorrect booking amount?

Payment issues via UPC on ePass (Electronic Payment Administration Self Service)

1. I am not able to charge the card:

Below is a list of solutions to the most common issues with charging payments via UPC on ePass:

Error message	Cause	Solution
The card is expired	Failure to charge the card within 24 hours after issuance.	The reissue button will become available 72 hours after the card expires. For more information, please refer to:  How do I charge a UPC on ePass?
Invalid Merchant	Your POS terminal is not under the correct merchant category code (MCC), namely, Lodging – Hotels, Motels, Resorts, or Central Reservation Services businesses.	We recommend that you always use a POS terminal with the correct MCC. Contact your POS terminal provider for further information on MCC code setup.
Transaction not supported by the card issuer	Missing or incorrect data entry (expiry date, CVV, or incorrect input of 16 digits).	Please double check and re-enter the data correctly: Card number Expiry date (written as MMYY) CVV
Invalid Card Number	Incorrect 16-digit card number.	Check that the 16-digit card number has been entered correctly.

2. I cannot click the reissue button:

The reissue button will only appear 72 hours after the card has expired. If it has already been 72 hours and you are still not able to reissue a card, please try the following:
1. Clear your browser cache
2. Log out from YCS and log in again
3. Go back to YCS >> Finance >> Remittances to reissue the card
4. For more information, please refer to:  How do I issue a new card?

3. What should I do if I've accidentally charged only a partial amount?

Contact us to request a top-up for the remaining balance that still needs to be charged.
As UPCs can only be used for a single transaction, please be careful to charge the complete amount. For more information, refer to: How do I handle partial charges in the Finance tab?

Payment issues via Bank Transfer/Telex Transfer

1. I did not receive the expected payment via bank transfer:

Please ensure that your registered bank account is Approved by checking the status on YCS >> Finance >> My Payment Accounts. – If your bank accounts status is Pending, make sure you have submitted the required supporting documents on YCS. – If your bank account status is Rejected, this could mean 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 checking with your bank to see if the payment was received. If not, please follow the steps below. – Refer to: How do I view booking transactions? to check if the payout date has passed. You can find the payout date using the batch payout reference number and searching on YCS >> Finance >> Remittances in the Value Date column. – Refer to: How do I collect earnings from my bookings? Note that payouts must be confirmed manually on the Finance >> Current Transactions – Earnings page, they are not automatically settled.
If you still have not received your payout amount after the Value Date (payout date), please contact us for assistance. – Go to YCS and click on the Need Help button in the bottom right corner of the page: – Select Payments >> Payment inquiry

2. My bank account status is still Pending:

In general, our Finance team takes 5 business days to review your bank account submission.
For more information, please refer to: How do I Set Up my Bank Account?

3. My bank account status is Rejected:

Some common reasons for rejection are:
- Invalid character input: Check Bank account requirements for more information.
- Missing supporting documents: Please refer to this file.
- Incorrect bank account name: Your bank account name should match the one in the supporting documents.
- Incorrect bank account number or IBAN
Please refer to What should I do if my bank account is Rejected? for further guidance.

Payment issues via E-Card (Physical MasterCard)

1. I am not able to charge the e-Card:

Submitting Payouts via YCS:
- To charge the payout on your e-Card, please ensure that you have already confirmed the payout on the YCS >> Finance >> Current Transactions – Earnings page.
- Before confirming the payout, ensure that all available bookings have been selected. Note that payouts are not automatically settled.
- For more information, please refer to: How do I collect earnings from my bookings?
e-Card merchant code:
- e-Cards can only be charged to a specific merchant.
- Ensure that your POS (Point of Sale) terminal is configured under the default merchant category code (MCC), namely, Lodging – Hotels, Motels, Resorts, or Central Reservation Services businesses.
- Contact your POS machine provider to verify the merchant code configuration (MCC).
- e-Cards do not support 3Ds (3D secure authentication method) POS terminals. In order to charge the e-Card, you will need a non-3Ds POS terminal.

2. Why do I see an insufficient funds error message on the POS terminal after the payment has been approved on the Finance tab?

It may take up to 2 hours for the approved payment amount to be reflected on your e-Card. Please wait before charging your e-Card on your POS terminal.

3. I have an issue with my PIN code:

A PIN code is not required to charge the e-Card, except in the Indonesian market. Please bypass this step by clicking next/enter on your POS terminal.
For Indonesian properties, we have provided your PIN code in a masked envelope. If you receive the “PIN code blocked” error message, please contact us to receive a new PIN code.

4. I have an issue with charging a specific currency:

The e-Card must be charged with the exact approved amount, and in the same currency as in your contract, to avoid any discrepancies.

5. What should I do if I've accidentally charged only a partial amount?

You will be able to charge the e-Card again with the remaining balance.
Please calculate the remaining balance by checking the Total Approved Amount on the Remittances page and subtracting the amount you have already charged.

6. How can I request a new card if my current e-Card is expired/not working?

You may contact us for assistance.
- Go to YCS and click on the Need Help button in the bottom right corner of the page
- Select Payments >> Change payment method >> Submit request
- In the provided field, explain your issue in detail, then click Submit

7. How can I request a new card if my current card is expired/not working?

You may contact us for assistance.
- Go to YCS and click on the Need Help button in the bottom right corner of the page
- Select Payments >> Change payment method >> Submit request
- In the provided field, explain your issue in detail, then click Submit

Contact us

Still looking for a solution?

Access YCS and click on the Need Help button in the bottom right corner of the page. If you do not have access to YCS, please contact us via other methods.