You received a reservation but no payment shows in Amenitiz. Often this is expected: the channel collects the payment itself, or a virtual card isn't active yet. Work through the checks below in order.

Possible causes

AmenitizPay is not active. Amenitiz can store the guest's card but can't charge it.
The sales term has no payment schedule. Every sales term gets a default schedule when it's created. If that schedule was removed, no automatic charges are created.
The channel collects the payment. For example, Airbnb collects from the guest. The payment only appears once the channel sends it.
The virtual card isn't active yet. Virtual cards from Booking.com, Expedia and other channels can only be charged from the activation date the channel sets.

Step by step

Open the reservation and go to the Summary tab. Check which payment method the guest chose.
Go to the Customer tab. If a card is listed, the card details were received, even if nothing has been charged yet.
Go to the Payments tab to see any payments already made.
In the sidebar, go to AmenitizPay → Settings and check that AmenitizPay is activated.
Open the sales term used for the booking and check its payment schedule. If it shows No payment schedule defined for this sales term, click Add payment to the schedule.
Find the booking's channel below to see what to expect.

What to expect by channel

Booking.com (guest's own card). If the guest shared a card, it's stored under Customer whether AmenitizPay is on or off. Without AmenitizPay, Amenitiz doesn't charge it.
Booking.com or Expedia virtual card. With AmenitizPay, the card is charged automatically on the activation date the channel sets. Your payment schedule doesn't apply to virtual cards. Until that date, no payment shows.
Airbnb. Airbnb collects the payment from the guest. It appears in Amenitiz only when Airbnb sends the payout, not when the booking is made. This can't be changed from Amenitiz.
Other channels with virtual cards. Same as above: the card can't be charged before the channel's activation date.

If a virtual card charge fails

Not active yet. Wait until the activation date set by the channel.
Already charged. Once the card has been charged in full, further attempts are declined. This is expected.
Extra charges. A virtual card only covers the booking amount set by the channel. Collect tourist tax or extras from the guest separately.
Expired or invalid. Ask the channel to reissue the card from their extranet.
Expedia card keeps being declined. Contact our team. Your payment account may need a setting change before it can accept Expedia cards.

FAQs

The reservation shows no payment method. What's missing?

Usually one of three things: AmenitizPay is off, the sales term has no payment schedule, or the channel hasn't sent the payment yet. Follow the steps above in order.

The card is listed under Customer but nothing was charged. Is that normal?

Yes. Amenitiz stores the card without charging it. A charge only happens through the sales term's payment schedule, the virtual card's activation date, or when you charge it yourself.

Why doesn't an Airbnb reservation show a payment right away?

Airbnb collects the payment from the guest and sends it later. The payment appears in Amenitiz when Airbnb sends it.

How do I see a card's full number and CVC?

Open the reservation, go to the Customer tab, click the three dots next to the card and select Show card. Only the account owner and users with card permissions see this option.

Troubleshooting: no payment information showing in a reservation