Please note:
If you use a payment processor you can now see payment logs for every card payment made within a booking.
At the bottom of the customer payments tab in each booking, you will see a new link Online processor log.
Due to the recent changes in the industry with stricter card laws and 3D Secure online regulations, we are naturally seeing higher payment declines.
We believe these new logs will help you to diagnose why a payment failed and enable you to resolve the issue quicker.
This guide includes explanations of the error codes that are specific to the payment processor you use.
Check error code diagnostics below:
Error - Invalid XML - indicates that not all address fields have been completed or property has not been onboarded to HRP
Check that all address fields on the booking have been completed correctly and retry. If it's not the address, it could be a new property which has not been onboarded to HRP yet.
Go to Integrations > Online payment gateways > HRP > Application form and submit the application for the new property to HRP.
Error - ‘Daily Room Rate is invalid’- indicates that there is escrow on the property
This error is due to escrow being on a new property. Please contact HRP and request that they remove escrow from this property.
Error Code E1002 - Indicates that not all required fields were found.
This means that not all card information was included, please ensure that all card details are filled in correctly and retry.
Error Code E1024 - The credit card is expired.
Please request that the guest provides an alternative payment method.
Error Code E1025 - Indicates that Credit card declined
This error means that the card has been declined by the bank. The guest should contact their bank or provide an alternative payment method.