This article provides solutions for when credit card details from an online booking are stored in the RMS Vault instead of being tokenised through Windcave.

When a reservation is received from an online booking channel, the credit card details supplied with that booking are normally tokenised through your Windcave Payment Gateway, and the resulting Credit Card Token is stored against the reservation.

Where RMS cannot obtain or match that token, the card details are stored in the RMS Vault instead. This is an intended fallback so that the card details are not lost. A single booking landing in the Vault does not necessarily indicate a problem. If it is happening consistently across bookings, work through the causes below.

Please Note! RMS is highly configurable. Some Terminology, User Access & Permissions, Images, Labels, and Functions used in these articles may differ from your setup. CLICK HERE to find out more.

Quick Checks

Run through these first.

1. Open the reservation and select the CC Token icon. The Credit Card Token Details window shows whether the card is held as a Credit Card Token or in the Vault.
2. Check the Reservation Audit Trail to see what was stored against the reservation when it arrived.
3. Check whether the issue affects one reservation, one booking channel, or all booking channels.
4. Check whether tokens are still being created for reservations made at the property and through the RMS Booking Engine. If those still work and only channel bookings fail, go to Cause 4.
5. Go to Setup > Online Bookings > Online Options > Payment Options/Fees and confirm Online Channel Credit Card Storage is set to Tokenize Credit Cards via Windcave.
6. Check the email notifying you that the token was not created. The subject begins "Action Required: Credit Card Token for Voucher No:" and it is sent from bookings@ibe.rmscloud.com. It states the reason the card could not be tokenised, such as an invalid card.

Please Note! What the booking channel actually sent with the reservation is held in the booking message, which is not visible in RMS. If you need that confirmed, contact RMS Support with the reservation number and ask them to review the booking message.

Why Card Details Are Stored in the Vault

Cause 1: The card issuer declined the card validation

To create a Credit Card Token, Windcave validates the card with the issuing bank. If the card number or expiry date supplied by the booking channel is invalid, the card has expired, or the customer's bank declines the request for another reason, a token cannot be created and RMS stores the details in the Vault instead.

Fix:

1. Review the "Action Required: Credit Card Token" email to confirm the reason given.
2. Contact the guest or the booking channel to obtain valid card details.
3. Add the replacement card as a Credit Card Token on the reservation.

Please Note! This is expected fallback behaviour. No configuration change is required when it affects isolated reservations.

Cause 2: A communication or timing issue between RMS and Windcave

RMS may time out while waiting for a response from Windcave, even where Windcave has completed the request. RMS cannot then match the card details to the token information returned, so the Vault is used as the fallback.

Fix:

1. Check a small number of other recent online bookings to confirm whether they tokenised correctly.
2. If the other bookings tokenised correctly, no action is required. Retrieve the card details from the Vault to take payment. See Retrieve Credit Card details from the Vault.
3. If most or all bookings are affected, continue to Cause 3.

Cause 3: Online Options is not set to tokenise credit cards

The Online Channel Credit Card Storage setting controls how card details received from online booking channels are stored. Where it is not set to tokenise, RMS will not attempt to create a Windcave token.

Fix:

1. Go to Setup > Online Bookings > Online Options.
2. Select the Property.
3. Select the Payment Options/Fees tab.
4. Set Online Channel Credit Card Storage to Tokenize Credit Cards via Windcave.
5. Select Save/Exit.
6. Complete a new online booking and confirm the card details are tokenised.

The available options are:

Important! The Store in RMS Vault option still displays when a payment gateway is configured. Selecting it stops card details from being tokenised.

Cause 4: The PXPost credentials are missing or no longer valid

Windcave provides two sets of credentials that RMS uses for different purposes. Reservations delivered from a booking channel, such as Booking.com or Expedia, are tokenised using the PXPost Username and PXPost Password. The PXPay User ID and PXPay Key are used to create tokens and process payments inside a reservation and through the RMS Booking Engine.

Both sets are required for a complete setup. Where the PXPost credentials are missing, incomplete, or no longer active on your Windcave merchant account, channel bookings cannot be tokenised and the card details are stored in the Vault.

Please Note! If tokens are still being created for reservations made at the property and through the RMS Booking Engine, and only channel bookings are affected, the PXPost credentials are the most likely cause. Those two paths use the PXPay credentials, so they keep working while PXPost is failing.

The PXPost credentials are held in two places in RMS:

• Setup > Property Options > Property Information > Payment Gateway
• Setup > Online Bookings > Online Options > Payment Options/Fees

Which set is used for online bookings depends on the Gateway Provider setting in Online Options. Where Gateway Provider is set to Windcave, the credentials entered in Online Options are used. Where it is set to No Payment Gateway, the credentials entered in Property Information are used. The two do not have to match, but where the same PXPost Username is entered in both, the PXPost Password should be the same in both.

Fix:

1. Check both locations above and confirm the PXPost Username and PXPost Password are populated. A blank PXPost field in Online Options stops channel bookings from being tokenised even when Property Information is correct.
2. Contact RMS Support if you want the credentials currently held in RMS validated before you change anything.
3. Where the password needs to be replaced, sign in to Windcave Payline and regenerate the PXPost Password. Windcave can guide you through this if needed.
4. Enter the new PXPost Password in RMS in both locations above, then select Save/Exit in each.
5. Complete a new online booking and confirm the card details are tokenised.

Important! The credentials used to sign in to the Windcave Payline portal are not the same as the PXPost credentials RMS uses. Changing a Payline password does not update the PXPost Password held in RMS.

Please Note! Windcave supports a second PXPost password, known as Password2. A new password generated in Windcave stays inactive alongside the current one until it is first used in a request, at which point it becomes active and the previous password is deleted. A PXPost Password that was previously working can therefore stop working without any change being made in RMS. Ask Windcave to confirm whether a Password2 has become the active PXPost password. See API Key Handling on the Windcave website.

Cause 5: The card is a Virtual Credit Card entered through the Windcave payment form

Virtual Credit Cards (VCCs) are single-use cards and are not designed to withstand the validation request that Windcave sends before creating a token. VCCs are not supported through the Windcave payment form in RMS 9+, the RMS Booking Engine, the Guest Portal, or the Corporate Portal, so the card details are stored in the Vault instead.

VCCs supplied with Online Travel Agent (OTA) bookings, such as Booking.com or Expedia, and VCCs supplied through the RMS REST API are sent directly for tokenisation and are not affected.

Fix:

1. Confirm the card is a VCC and that it was entered through one of the four products listed above.
2. Ask the booking channel or travel partner for an alternative payment method where possible.
3. Alternatively, process the payment outside RMS using the card details supplied, then record the transaction in RMS manually.

Important! This is a known limitation of the Windcave payment form rather than a configuration issue. The checks in Cause 3 and Cause 4 will not resolve it.

Still Not Working?

If online card details are still being stored in the Vault after working through the causes above, contact the RMS Support team through your usual support channel and include:

• The property name.
• A recent example reservation number and the booking channel it came from.
• The date the issue first appeared.
• Whether the issue affects one channel or all channels.
• Whether tokens are still being created for reservations made at the property and through the RMS Booking Engine.
• A copy of the "Action Required: Credit Card Token" email if you received one.

Please Note! Provide the most recent example you have. RMS Support review the system logs recorded when the reservation arrived, and those logs are only held for a short period, so older reservations cannot be investigated.

Related Articles

• Windcave Payment Gateway
• Windcave Configuration
• Online Options - Payment Options/Fees Tab
• Credit Card Information Received from Online Travel Agents (OTA's)
• Retrieve Credit Card details from the Vault