Overview
There are 4 payment method options that you can choose from to receive payments from Agoda. One of the options is using a physical card, also known as plastic card, or an e-Card. In this article, we will provide information about the e-Card payment method and how to troubleshoot any issues.
Contents
This article includes:
- What is e-Card?
- How do I settle payments?
- Possible error codes
- Frequently Asked Questions
- How can I report if the amount on the booking transaction is incorrect?
- What should I do if I accidentally charge only a partial amount?
- I got the error message “Invalid Merchant.” How can I fix it?
- What can I do if I passed the 150-day deadline for collecting the booking payment?
- How can I report and request a new card if my current card is expired?
What is e-Card?
The e-Card is a physical credit card or a plastic card that Agoda provides to you for charging all eligible booking amounts using the ePass system. Please note that Agoda e-Cards are restricted to be charged via POS terminals under 7011 merchant category code (MCC) only, namely Lodging - Hotels, Motels, Resorts, or Central Reservation Services businesses.
When you receive your e-Card, you will have to confirm receipt by contacting our ecard@agoda.com. You will receive instructions on how to do this when you receive your e-Card.
Your e-Card information will also be stored at YCS > ePass > My Payment Accounts once it has been activated.
The e-Card that you received will not contain any amount until booking transactions have been submitted on ePass. Please charge your e-Card with the same currency and the exact approved amount to avoid undercharging or overcharging.
Your e-Card will also have an expiry date, please check to ensure that you only submit payments while holding a valid e-Card.
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We recommend that you finalize the payments for bookings as soon as they become available. Please be informed that if you do not charge for bookings more than 150 days after departure date, these will be removed from the system and the payment will no longer be available for you to claim |
How do I settle payments?
Step-by-step Guidelines
1. Select Current Transactions under the ePass menu.
2. Check the Booking Transactions section:
- Bookings displayed under this section will have reached the payment due date and can have the payment initiated
- All bookings are selected for payment by default under the "Approve" section. Untick the box if you do not want to include a specific booking in your payment
3. Scroll down on the same page to check the Adjustment Transactions section:
- Bookings displayed under this section have been adjusted by Agoda's finance team to ensure that the payable value is correct.
- Positive amounts will be displayed in case of partially charged payments, follow-up booking value increases, and other credit items.
- Negative amounts will be displayed in case of overcharges or booking rejection costs.
- Adjustment transactions are mandatory payments and cannot be excluded.
4. Click “Next” to view a summary of your payment sum.
- You may only submit a batch for payment on ePass if the net value is positive. If your total approved amount is negative, you will need to wait for more booking transactions to be added up until your total approved amount is positive.
5. You will be directed to a summary page with your e-Card details; please make sure the last 4 digits of the e-Card you have received from Agoda match with the card details displayed on the system and then click “Submit” to confirm.
6. Go to YCS > Epass > Remittances, and wait until a new batch is created.
7. Once the batch has been created, you may need to wait for 15 minutes and up to 2 hours in some cases before you are able to charge your e-Card on your POS terminal.
8. You can then proceed to use your e-Card on your POS terminal.
9. All payments that have been approved will be removed from the current transactions page. These transactions can be viewed on the All transactions page for future reference.
10. If you forget to record the card details, or you would like to review the card and transaction details, you can view them on the Remittances page. Visit How do I Review Past Payments? for more information on how to access.
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We have included a video link below to understand how to charge an ecard |
Related to Canceled or Amended Bookings
If your booking has been amended or canceled, Agoda will send you an amendment email (with “AMENDED” appearing in the subject line) with an amended hotel voucher or cancellation email notification including information about the eligible cancellation fee.
This updated amount will be reflected immediately for the relevant booking displayed on the current transactions page.
Possible Error Codes
These are the 3 most common errors and how you can troubleshoot them:
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Error Message |
Error Causes |
How to troubleshoot? |
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Insufficient Funds |
Attempting to charge before the amount has been updated |
Please wait at least 15 minutes between approval and charging |
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Bookings have not been approved before charging the card |
Please approve and submit booking transactions on ePass first |
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Attempting to charge an amount greater than the approval amount on Remittances page |
Please make sure to review and ensure that you charge only the total approved amount for each batch |
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Security Violation |
More than 5 failed attempts to charge the card |
Please wait for 1 hour before attempting to charge again, and make sure you charge with the correct details and a stable internet connection. |
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Card Blocked FRE 10 |
Temporary block due to suspicious transaction |
Please note that a card will be blocked if you attempt to use the card for any activity outside of booking related payments. You will need to contact the Agoda accommodation support team and explain the incident before we can remove the block. |
If you receive any error message that is not mentioned here, please contact Agoda accommodation support via the Need Help button in YCS.
Frequently Asked Questions
How can I report if the amount on the booking transaction is incorrect?
You may dispute each incorrect transaction on the YCS > ePass > Current Transactions > Booking Transactions, visit How do I Report an Incorrect Amount in ePass? for more information related to dispute.
What should I do if I accidentally charge only a partial amount?
Rest assured! You are still able to charge the card again with the remaining amount that has not yet been charged. You would need to calculate the remaining amount by checking the Total Approved Amount on the Remittances page and subtracting the amount you have already charged from it.
I got the error message “Invalid Merchant.” How can I fix it?
This error message means that your POS terminal is not under the 7011 merchant category code (MCC). We recommend that you always use a POS terminal with 7011 MCC; you may contact your POS terminal provider for further information on MCC code set-up. If you have difficulty changing your MCC code, please contact Agoda accommodation services via the Need Help button in YCS to report your issue.
What can I do if I passed the 150-day deadline for collecting the booking payment?
It is important to understand that you are required to collect payment within the 150-day deadline. You can contact Agoda accommodation support via the Need Help button in YCS for assistances.
How can I report and request a new card if my current card is expired?
You may reach out to Agoda accommodation support via the Need Help button in YCS and request for a replacement card.
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