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I can't create a manual pre-authorization

Updated over 3 weeks ago

In this article, you'll find the main checks to make if you're unable to create a manual pre-authorization on a reservation.

Common issues

If you’re having trouble creating a manual pre-authorization, there are a couple of possible reasons why this might be happening:

  • Apay is not activated: Manual pre-authorizations can only be performed if AmenitizPay is activated for your property.

  • No customer credit card saved: You need to have a valid customer credit card saved under the Payment tab in the reservation.

Step-by-step guide

If you're unable to create a manual pre-authorization, follow the steps below to troubleshoot the issue:

1. Check if Apay is activated

Manual pre-authorizations require Apay to be active. To check if Apay is activated:

  1. Go to Settings > Payments > Apay

  2. Make sure the status is “Activated” and correctly set up.

  3. If it’s not active, you can follow this guide to activate Apay for your account.

  4. If you see an error icon or the account isn’t set up properly, you won’t be able to create a pre-authorisation.

2. Make sure a customer credit card is saved

A valid credit card must be saved to perform a manual pre-authorization:

  1. Open the relevant reservation

  2. Navigate to the Client tab

  3. Check if there is a credit card saved under the customer information

  4. If no card is saved, you won’t be able to create the pre-authorisation. In this case, you can:

  • Contact the guest to request their card details again

  • Or manually add the card if you already have the information

Still having issues?

Contact us and our support team will be happy to help.

What to prepare before contacting Support

To help us resolve your issue more efficiently, please prepare the following information:

  • The reservation ID where you’re trying to create the pre-authorization

  • A brief description of the issue or any error message you received

  • A confirmation of whether Apay is activated and a card is saved

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