Reposting an Unsettled Credit Card Transaction
Occasionally, a credit card payment may remain unsettled in Visual Matrix if the authorization has expired, funds are insufficient, or a technical issue interrupted settlement. Even though the payment appears in the guest’s folio and the folio balance remains correct, the unsettled status means the transaction has not been confirmed with the credit card processor. Reposting the unsettled transaction gives the processor another chance to approve it, ensures your batch totals align correctly, and makes sure the funds are deposited into the hotel’s account.
This reposting process is only available if Credit Card Capture is not enabled at your property. When Capture is enabled, every transaction is finalized immediately, and unsettled transactions cannot be reposted. End users will know Capture is enabled if, after posting a credit card payment, they see the message “Card has been captured!” If Capture is enabled, do not attempt to repost. Contact Visual Matrix Support for assistance.
To Prepare for Reposting
The only preemptive measure you can take before contacting the credit card processor is attempting to repost the unsettled transaction.
1. Open the Credit Card Batch screen or report.
2. Find the unsettled transaction.
3. Note the confirmation number and folio number — you’ll need these to locate the guest folio and process the repost.
IF you have the "Credit Card Capture" feature enabled, you will need to contact VM Support to "uncapture" the unsettled transaction to be able to void it. If you do not, then you can proceed.
Steps to Repost an Unsettled Transaction
1. Open the guest folio using the folio number from the batch report.
2. In Details Posting, select the correct Credit Card Method of Payment (Visa, Mastercard, Amex, etc.).
3. Enter the unsettled amount and click Save (4).
5. The Credit Card – Charge window will open. If it looks empty, click View (6).
7. Highlight the guest’s credit card and click Use this Card (8).
9. Back in the Credit Card – Charge window, click Authorize (10).
11. If successful, you’ll see a confirmation message such as “Card has been authorized.” Click Continue (12).
14. Once the repost succeeds, void the original unsettled transaction in the folio.
15. The unsettled transaction will now be marked as Voided in the batch. The reposted payment will appear in the current day’s batch.
Always repost first, then void. If you void too early and the repost fails, the folio will remain out of balance until corrected.
Do not attempt to repost repeatedly — multiple retries may cause duplicate authorizations.
If the repost fails, or if it succeeds but the transaction still does not settle in the next batch, contact Visual Matrix Support immediately.
Best Practices
- Review unsettled transactions daily to address them quickly.
- Train staff on the difference between reposting unsettled payments and posting new ones.
- Always document error messages immediately (screenshots, error codes, confirmation numbers).
- Keep processor and PMS reports aligned by following the repost-then-void workflow consistently.
Still Need Help With This Topic?
Ask Yourself:
- Did I gather the correct folio/confirmation number from the batch?
- Did I repost before voiding the unsettled transaction?
- Did I see a “Card has been captured!” message after posting (meaning Capture is enabled)?
Support May Ask You:
- Which processor or gateway are you using?
- What was the date and time of the unsettled transaction?
- Do you have a screenshot of the error message?
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