You received a reservation but no payment is showing in Amenitiz. This is usually one of four causes: no payment schedule on the sales term, AmenitizPay not active, the OTA sends payment data later, or a virtual card that isn't active yet. Work through the checks below in order.

Possible causes

No payment schedule on the sales term — the booking has no automatic charges configured.
AmenitizPay is not active — without it, Amenitiz can't process card payments.
OTA timing rule — some OTAs (notably Airbnb) only send payment data after check-out.
Virtual Credit Card not active yet — VCCs from Booking.com / Expedia only become chargeable on the check-in date.

Step-by-step diagnosis

1. Check the payment method on the booking

Open the reservation in Amenitiz.
Go to the Summary tab — this shows the payment method the guest chose at booking.
If no payment is listed yet, open the Client tab — credit card details may still be saved there even when no charge has been made.

2. Check that AmenitizPay is active and the sales term has a payment schedule

Go to AmenitizPay → Settings and confirm AmenitizPay is activated.
Open the sales term used for the booking. Check whether a payment schedule is assigned.
If there is no schedule, payments will not be created automatically. You will need to charge the guest manually using the saved card.

💡 Tip: Add payment schedules to every sales term to automate charges and avoid this issue altogether.

3. Identify the booking channel and apply its rule

Payment behaviour depends on the source channel:

Booking.com without AmenitizPay — Booking.com may not send any payment details. Expected behaviour when AmenitizPay is off.
Booking.com with AmenitizPay — the Virtual Card is charged automatically at the time of the reservation, according to your payout schedule. Verify the charge in the Payments tab of the reservation.
Airbnb — payment information appears only on the check-out date. This is a fixed Airbnb rule and cannot be changed from Amenitiz.
Other OTAs using Virtual Credit Cards (Expedia, Hostelworld, etc.) — VCCs only become active on the check-in date. Before that, no charge can be made.

Virtual Credit Card troubleshooting

If a VCC charge fails, check the following:

Insufficient funds — VCCs are funded only for the initial booking amount. Extra charges (tourist tax, late add-ons) may have to be collected separately.
Expired or invalid card — ask the OTA to renew or reissue the VCC from their extranet.
Duplicate charge — a successful initial charge empties the VCC. Subsequent automatic attempts will fail; this is expected.
Need to charge manually — open the reservation, go to the Client tab, click the three dots and select View card details to see the CVC. You can then enter the details into AmenitizPay (via a Payment Link) or your external terminal.

Important rules

No payment schedule = no automatic payments. Always assign a payment schedule on your sales terms.
Airbnb timing is non-negotiable. Payment data only appears on the check-out date.
VCCs are not charge-ready before check-in. Don't expect them to work before the activation date set by the OTA.
If AmenitizPay is off, payment is handled by the OTA. Payment details may not appear in Amenitiz at all — this is expected.

FAQs

The reservation summary shows no payment method — what's missing?

Either the sales term has no payment schedule, AmenitizPay is off, or the OTA hasn't sent the payment data yet. Run through the three diagnosis steps above in order.

I see the card under Client but no charge has been made — is that normal?

Yes. Amenitiz can store the card details without automatically charging it. The charge happens only if a payment schedule is attached to the sales term, or if you charge manually.

Why doesn't an Airbnb reservation show payment info before check-out?

Airbnb handles guest payments directly and only releases payment information after the guest checks out. This is enforced by Airbnb and cannot be changed from Amenitiz.

The Virtual Card from Booking.com declined — what should I do?

Most common causes: the card hasn't activated yet (it activates on the check-in date), it has insufficient funds for the additional charge, or it has been emptied by a previous successful charge. If none of those apply, contact Booking.com to reissue the VCC.

How do I see the CVC of a Booking.com Virtual Card?

Open the reservation, go to the Client section, click the three dots on the right of the card and select View card details. The CVC will be revealed.

How do I charge a VCC manually if automatic charging didn't work?

Retrieve the VCC details from the OTA's extranet (Booking.com Extranet, Expedia Partner Central, etc.) or from the reservation's Client tab in Amenitiz. Use AmenitizPay's Payment Link to enter the details, or process the card with your external terminal after cancelling the Amenitiz payment.