FAQ - Credit Cards
Authorization & Processing
How do we process a payment using JCB in Visual Matrix?
To process a JCB payment, you can create or activate the necessary payment accounting code in the system by navigating to Management > Accounting > Accounting Codes. Once the code is set up, you can post the transaction in the folio. However, the final decision to accept or decline the transaction lies with your payment processor based on the payment methods they support for your property.
I checked out a guest without using the credit-card authorization. Can I recover/retrieve the authorization that I had?
Credit card authorizations are automatically reversed if a payment is posted for a lower amount or if the reservation is checked out, even if the authorization was not used. To retain the authorization, avoid checking out the reservation after posting a payment. If the reservation is already checked out, you will need to contact your credit card processor to verify if the authorization code is still valid, if it can be recovered, or if a new authorization is required. If a voice authorization is provided, be sure to select Clear in the credit card window, then manually enter the token number and the voice authorization code. For further assistance, please reach out to your credit card processor.
When and how should I enter a Voice Authorization?
A voice authorization is sometimes required when a credit card transaction cannot be approved automatically. This can happen in two situations:
- Referral: the processor asks for additional confirmation before approving the payment.
- Declined: the card is declined, but the bank provides a voice authorization code to override the decline.
In Visual Matrix Cloud, if a transaction triggers either a referral or a decline, a Voice Auth button will appear under Payment Info. Use this option to enter the authorization code provided by the bank or processor. The code replaces the standard approval and allows the transaction to continue toward settlement.
Why can’t we enter voice authorization codes (except if authorization is declined or there’s a processor issue)?
Manual voice authorization codes can no longer be entered at any time because they often cause settlement failures. Even when a code appears valid, payment processors frequently reject it during final settlement, which can result in the hotel not receiving funds. By removing manual entry at any time, we ensure that all transactions use valid authorizations obtained through the system, improving reliability and guaranteeing payout.
If an authorization is declined or there’s a processor issue, please contact support so we can help identify the root cause and guide you toward the best resolution.
What should I do if a voice authorization seems necessary?
If you find yourself in a situation where a voice authorization appears necessary, please contact Visual Matrix Support first. We’ll help determine why it’s happening, identify the root cause, and guide you toward a long-term resolution.
If a voice authorization is still required, you have two alternative options:
- Contact your payment processor directly to see if they can complete the authorization on their end.
- Void the authorization in the processor portal and reattempt the charge through Visual Matrix to obtain a valid system authorization.
Voiding an authorization in the processor portal does not immediately release the held funds. Depending on the card issuer, it may take 6–10 days for the authorization hold to drop from the guest’s account. During this time, the guest may temporarily see two authorizations—one from the manual transaction and one from the new charge processed through Visual Matrix.
Always process credit card authorizations and transactions through Visual Matrix whenever possible. This ensures accurate reporting and prevents duplicate authorizations or posting discrepancies.
How do I record a payment in Visual Matrix that was processed outside the system?
If you process a manual or voice authorization outside of Visual Matrix—for example, during a system outage—you’ll need to record that payment in Visual Matrix once the system is back online.
Here’s how to record it correctly:
- If the payment was taken before check-in, post it as a Prepaid Advanced Deposit for the amount processed outside of VM.
- If the payment was applied directly to a guest folio, use the 6C (Transfer Balance Credit) code to record and balance the payment.
Visual Matrix strongly recommends processing all credit card payments through the system rather than directly through your processor portal. Doing so helps maintain accurate reporting, prevents reconciliation issues, and ensures proper authorization handling.
Why am I seeing a “Billing ZIP Code Cannot Be Blank” error when posting American Express payments through Fortis?
In some cases, properties may be able to post Visa or Mastercard payments successfully, but receive a “billing ZIP code cannot be blank” error when attempting to post American Express transactions. This issue typically appears when Address Verification Service (AVS) and Card Verification Value (CVV) checks are enabled at the processor level.
For American Express transactions processed through Fortis, the processor may require a billing ZIP code if AVS enforcement is turned on. Visual Matrix does not currently transmit billing ZIP codes for Fortis transactions, which can cause Amex payments to fail even when entered manually or attempted through the PIN pad.
This often explains situations where:
- Manual card entry returns a ZIP-code-required error
- PIN pad transactions are declined even when a ZIP code is entered
- The card does not tokenize after the attempt
- Visa and Mastercard payments continue to work as expected
Why this happens
- AVS and CVV settings are enabled on the Fortis merchant account.
- Fortis requires a billing ZIP code for American Express when AVS is active.
- Visual Matrix cannot override or bypass this requirement.
- As a result, the transaction is declined before it can tokenize or post successfully.
How to resolve the issue
Contact Fortis and request that AVS and CVV be disabled for the affected merchant account(s).
Once AVS and CVV are disabled, American Express transactions should process normally in Visual Matrix.
This change must be made on the Fortis side; Visual Matrix cannot adjust or override these validation requirements.
If multiple properties share the same ownership or merchant setup (for example, Lone Star Lodge I and Lone Star Lodge II), AVS and CVV settings should be reviewed and disabled consistently across all related accounts.
Leaving AVS and CVV enabled for American Express with Fortis may continue to block transactions, prevent tokenization, and cause payment failures even when the card is valid.
What if the CLEAR button is not used before entering a new Credit Card number?
If you do not use the CLEAR button before entering a new credit card number and process to the payment, the old credit card number will be the one that will be charged.
Whether you are working on VM Desktop or VM Cloud, it is imperative to use the CLEAR button to clear anything VM has already saved.
Warning! The Folio will show you the last 4 digits of the new credit card number but the credit card batch report will show you the last 4 of the real credit card that was charged.
What should I do if a payment was approved on the PinPad but shows as declined in Visual Matrix?
In some situations—such as a temporary communication issue—a credit card transaction may appear approved on the PIN pad terminal but declined in Visual Matrix. When this happens, the guest’s card has typically already been charged by the processor, even though Visual Matrix did not successfully record the payment.
To keep the guest folio and reporting accurate, you’ll need to manually balance the folio in Visual Matrix.
Here’s how to record it correctly:
- Confirm that the transaction was successfully authorized or captured on the PIN pad or processor side.
- In the guest folio, post a 6C (Transfer Balance Credit) for the approved amount.
- This credit balances the folio to reflect the payment that was already processed outside of Visual Matrix.
Do not attempt to re-run the card in Visual Matrix, as this may result in a duplicate charge.
Always verify the approval with your processor or terminal records before posting the 6C credit.
Additional considerationPosting a 6C (Transfer Balance Credit) will correctly balance the guest folio in Visual Matrix. However, because the original transaction was processed outside of the system, this credit does not post to the credit card totals. As a result, a discrepancy may appear between Visual Matrix credit card totals and the processor’s settlement totals for that day.
Visual Matrix strongly recommends processing all credit card transactions fully through the system whenever possible. Transactions that are completed outside of Visual Matrix can create reconciliation discrepancies, reporting gaps, and authorization risks if not handled carefully.
Why can’t I process a credit card transaction for a stay longer than 99 consecutive days?
For properties in Canada using Shift4 as their payment processor, credit card transactions cannot be processed once a guest’s stay exceeds 99 consecutive days.
This limitation is specific to Shift4 Canada and is not controlled by Visual Matrix. Once a reservation reaches 100 consecutive days, additional credit card transactions for that stay may be declined or prevented from processing.
Why does this happen?
Shift4 Canada currently enforces a 99-day maximum transaction window for continuous stays. When that limit is exceeded, the processor blocks further transactions tied to the same stay.
This restriction does not affect non-Shift4 properties and does not apply to other processors.
What can I do?
If your property frequently accommodates extended-stay guests beyond 99 consecutive days, consider the following options:
- Split the reservation before it reaches 100 consecutive days.
- Close and reopen the stay as a new reservation.
- Contact Shift4 Canada for clarification on policy updates or possible adjustments.
Shift4 has been notified of this limitation and is reviewing whether the policy can be updated.
This is a processor-side limitation. Visual Matrix cannot override or bypass the 99-day restriction.
Terminals / Devices & Setup
My PinPads are not responding when I process a card payment on the PMS.
The communication between the PinPads and the PMS primarily relies on the Broker service running on your "main" computer (also known as the Server or Broker computer). Ensuring that this Windows service is running should help resolve the communication issue. Learn more...
If I am using a standalone terminal and credit card numbers are tokenized in Visual Matrix, how can I retrieve the credit card number to process a payment?
The communication between the PinPads and the PMS primarily relies on the Broker service running on your "main" computer (also known as the Server or Broker computer). Ensuring that this Windows service is running should help resolve the communication issue. Learn more...
Batches, Settlement & Unsettled Transactions
I have an error message when trying to authorize a guest’s credit card. Is the system working, and can I find an explanation of the error?
The error message you're seeing comes from your credit card processor, not from Visual Matrix, meaning the system is working properly. Visual Matrix cannot determine the exact cause of the error unless it's specified in the message itself. For more details, please refer to the following article. Learn more...
What should I do if I have unsettled credit card batches?
It's essential to regularly check that your credit card batches are settled. If you notice an unsettled batch, the first step you can try is to try to re-settle the batch yourself.
Path: Front Office > Supervisor > System Maint > Select your CC Gateway
1. Select the unsettled batch.
2. Click Settle Batch in the top-right corner of the batch list.
If the manual attempt fails again, do not continue retrying. Open an emergency ticket with Visual Matrix Support right away. Depending on your platform and processor, additional details may be required to resolve the issue.
For more guidance, refer to the knowledge base articles specific to your credit card gateway.
Do not attempt to resolve unsettled transactions directly in your credit card gateway portal. Actions taken outside Visual Matrix can cause discrepancies between the PMS and the processor, making the issue harder to correct. Always follow the steps in Visual Matrix or contact Support for assistance.
Why might a credit-card transaction remain unsettled in Visual Matrix PMS?
An unsettled transaction can happen for a variety of reasons. Some of the most common include:
- Insufficient Funds: The cardholder’s account may not have enough funds to cover the charge.
- Authorization Declined: The processor may decline the transaction due to an expired card, incorrect details, or possible fraud concerns.
- Technical Issues: Temporary outages or disruptions between the PMS and the processor can prevent settlement.
- Communication Errors: Failed or incomplete data exchanges between the PMS and the processor may cause unsettled records.
- Cardholder Dispute: If the cardholder disputes a charge, the processor may return it as unsettled until resolved.
- Expired Authorization: An authorization obtained at check-in may expire before the settlement occurs, leaving the transaction unsettled.
Other situations — such as processor-specific rules, property network issues, or unusual transaction activity — may also cause unsettled transactions.
Card-Data & Payment Methods
Can I delete a credit card saved to a reservation?
Short answer: No. Once a credit card has been added to a reservation—whether it’s been authorized or not—it cannot be removed.
However, you can ensure that the card is not used by selecting a different payment method when processing charges.
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