• For detailed instructions on finding your UPC details in YCS, please follow the steps outlined in this article: Where can I view UPC details?

• 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:

• 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.

• 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.

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

• 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).

• 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.

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

• 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.

• 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 and 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?

• For detailed instructions on finding your UPC on ePass details in YCS, please follow the steps outlined in this article: How do I charge payments via UPC on ePass?

• 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?

• 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?

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

Verify your bank account status

• Verify 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, update your bank account details, as they may be incomplete or incorrect.
    
    • For further information, refer to: How do I set up my bank account?

Confirm the payment with your bank

• If your bank account status is Approved, reach out to your bank to see if the payment was received.
  
• If no payment was received, follow the steps below:
• To check if the payout date has passed, refer to: How do I view booking transactions?
  You can find the payout date using the batch payout reference number and searching on YCS >> Finance >> Remittances in the Value Date column.
  
• For further details, refer to: How do I collect earnings from my bookings?
  Note that payouts must be confirmed manually on the Earnings page via Finance >> Current Transactions. They are not automatically settled.

Contact support if payment is still not received

• If you still have not received your payout amount after the Value Date (payout date), please contact us for assistance.
• You can also go to YCS and click on the Need Help button in the bottom right corner of the page, then select Payments >> Payment inquiry

• 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?

• 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.

• 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.

• It may take up to 10-30 minutes for the approved payment amount to be reflected on your e-Card. Please wait before charging your e-Card on your POS terminal.

• 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.

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

• 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.

• 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

• 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