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Common issues when charging card with Hotel Link Pay

When charging a guest’s card using Hotel Link Pay, you may encounter several common errors. Understanding these issues and how to resolve them will help reduce failed transactions and improve payment success rates.

1/ Transaction declined by the cardholder's bank

  • Error message: "The operation is declined by the user"
  • Root cause: The cardholder's bank declined the transaction from Hotel Link Pay.
  • Solution: Advise the guest to use a different card or contact their bank directly to authorize the transaction.

2/ Card token has expired

  • Error message: "Token provided has expired"
  • Root cause: The cardholder's bank declined the transaction, or the system could not verify the guest's card information.
  • Solution: Advise the guest to use a different card or contact their bank to authorize the transaction.

3/ Missing CVV or CVV expired

  • Error message: Something like this:
    • "The request contains one or more unexpected parameters"
    • Invalid CVV or CVV mismatch
    • Incorrect/Missing security code
    • Incorrect/Missing params
    • Security code required
  • Root cause: This error is generally related to CVV usage or expiration. It is not necessarily caused by a single specific issue, but typically occurs when the CVV is no longer valid for processing a charge. There was a charge failure quite a while ago (more than 30 minutes), and the card is no longer valid.
    • Solution: If the previous charge attempt was made more than 30 minutes earlier, you should request new card details from the guest or the OTA.

    Note: CVV usage logic:

    • The CVV can only be used once - either to view or to charge.
    • If used to view → you can’t charge the card afterward.
    • If used to charge:
      • If you retry within 30 minutes and it succeeds, the card is usable.
      • If you keep failing → the card is permanently lost.
      • If successful → you can continue charging later.
      • If failed → the CVV will remain available for the next 30 minutes.

    4/ Payment amount exceeds the value confirmed by the OTP

      

    • Error message: "The payment amount must not exceed the value confirmed by the OTP for this transaction. Please adjust to decrease the amount, complete this payment, and proceed to create a new payment for the remaining amount."
    • Root cause: The charge amount exceeds the guest's Max Charge Amount
    • Solution: Charge the amount less than the 'Max Charge Amount' value.

    5/ Payment amount is 0 at the time a card request is sent to the guest

    • Error message: "Currency loading failed. Please reload the page and try again."
    • Root cause: This error occurs when the booking's total amount is 0 at the time you send a card request to the guest. The guest proceeds to enter their card details and completes 3DS authentication with an amount of 0, which causes the transaction to fail afterwards.
    • Solution: Send another card details request to the guest, making sure the payment amount is greater than 0.

    6/ Card cannot be charged in a different currency

      

    • Error message: "VAULT_CANT_PROCESS_WITH_CURRENCY" / "You can only capture payment with this Kovena credit card token in {currency}"
    • Root cause: Once a card has been tokenized in a specific currency, it cannot be charged in a different currency due to payment gateway security protocols.
    • Solution:
      1. Activate the original currency the card was tokenized in
      2. Set the 'Card Charge Currency' back to that tokenized currency
      3. Process the charge. All future charges for this card must use the same original currency.

    7/ Configuration error at PSP

      

    • Error message: Configuration error at PSP
    • Root cause: You are not configured for this currency or sub type (country or brand).
    • Solution: Please contact Global Support Team via support@hotellinksolutions.com for further assistance.

    8/ No smart routing

      

    • Error message: "No smart routing configuration found. Please review your settings before continuing"
    • Root cause: The smart routing is not configured correctly on Kovena's end.
    • Solution: Please contact Global Support Team via support@hotellinksolutions.com for further assistance.

    9/ The amount must match or be less than the 3D Secure authorization amount

      

    • Error message: "The amount must match or be less than the 3D Secure authorization amount"
    • Root cause: The scheduled charge amount exceeds the guest's Max Charge Amount:
    • Solution: Charge the amount less than the 'Max Charge Amount' value.

    10/ Save card with OTP

      

    • Error message: "Security required: Save your card with OTP for added protection."
    • Solution: Please contact Global Support Team via support@hotellinksolutions.com for further assistance.

     

    If you face any other errors when charging a card using Hotel Link Pay, please contact Global Support Team via support@hotellinksolutions.com for further assistance.