Authenticating a guest payment

Strong Customer Authentication (SCA) is a European regulatory requirement that is meant to reduce fraud and make electronic payments more secure.

In some cases and in accordance with SCA, your guest's credit card issuing bank may require them to authenticate a payment. You will receive the following pop-up notification in Guesty: "XXX payment needs to authenticated by the guest" and will be able to allow the guest to complete the authentication process in Guesty via email/SMS or a link. See the information below. 

Email/SMS

Use this option to send the authentication link via email and/or SMS, depending on the guest's
contact details in Guesty. Follow the instructions below. 

Step by step:

  1. Log in to your Guesty account.
  2. From the top menu, click Reservations.
  3. Click the relevant reservation.
  4. Click Balance Due / Payout in the grey banner at the top of the page.
  5. Scroll down to the "Payments" section.
  6. Locate the relevant payment that displays Status "Authentication required".
  7. Click Ask guest to authenticate payment.
  8. In the pop-up, review the message to send to the guest.
  9. Click Send
Use this option to send the authentication link in your preferred method of communication that is not email or SMS. Follow the instructions below. 

Step by step:

  1. Log in to your Guesty account.
  2. From the top menu, click Reservations.
  3. Click the relevant reservation.
  4. Click Balance Due / Payout in the grey banner at the top of the page.
  5. Scroll down to the "Payments" section.
  6. Locate the relevant payment that displays Status "Authentication required".
  7. Click Payment actions, then Show authentication link.
  8. Click the Copy icon to copy the link to your clipboard.
  9. Click Done

Important:

A payment that is not authenticated in 15 days will be automatically canceled.

Tip:

If a guest authenticates a payment, you should not receive a fraud chargeback for that transaction. If you do, proving the guest authenticated the payment is sufficient evidence to win the claim. 

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