The Chain/Setup Details (New Customer)
1. Click Subscription Link on the Diary
2. Click the Enable This Feature button beside Vault
3. Refresh the Diary
4. Click Subscription again
5. Click the connect to Vault button
6. Enter all details such as username and password to setup a vault account
a. Ensure that you use the same email address that is used for the diary account
b. Double check the phone number
c. Make sure correct country is selected
d. Make sure password is same as Diary one for initial setup (easier for training)
7. Go back to Diary and refresh again
8. Click the Enable Vault Connection button
9. System will refresh automatically
10. Put through a test booking using test card details for property on our booking engine
What customers need to do after setup
1. Customer will receive email immediately after setup to verify their email address. They just need to click link in that email to verify and message will appear to tell them it’s been successfully verified.
Connect to existing vault account (move from old system to Diary)
1. Get login details from the customer for their vault account
2. Login to the vault using their details.
3. Get property to give you the PIN code when you press send PIN code
a. PIN code expires after 1 minute, make sure to enter immediately.
4. Alternatively, you can retrieve the details from Twillio account for the PIN code
a. Can use SMS or phone call option depending on how the account is setup
b. Options on the left-hand side for each option (SMS and Call)
c. You may have to wait for a minute or so to get the code on the call option.
5. Complete the steps in section above then at that point.
6. Once you are redirected to the Credit Card system to connect the property, DO NOT create a new account. Just connect to existing account in the dropdown that appears in the GREEN area at the top of the page. Just press the FINISH Button instead of creating a new account.
7. Connect as outlined in steps above.
How to retrieve card details (For Hotels)
1. Double click a booking to open it on the Diary or go to Day Manager > Booking Reports In old AccuBook system
2. Press the green VIEW CARD DETAILS button on the top right of a booking, or View Credit Card link on old system.
3. Take note of the EXPIRY DATE, it’s the number after the masked card number (after the comma)
4. Then press the VIEW FULL CARD DETAILS button
5. Login using the details provided by GuestDiary.com
6. Customer will be prompted at first login to send PIN code (this is the 2-factor authentication process)
7. Press to send the code. Once code received then enter the code immediately.
8. MAKE SURE TO TICK “Remember this computer” tick box. Otherwise system will prompt to enter code every time.
9. Card details should then appear
10. Go back to Diary and click the “View full details” link again if they do not. MAKE SURE THAT VAULT TAB REMAINS OPEN. DO NOT CLOSE IT.
Tip’s & Tricks (Things to be aware of)
1. The vault takes stores from the following channels.
a. Hotels own website (if using GuestDiary Booking engine)
b. Booking.com
c. Expedia
d. Net Affinity
e. LateRooms
f. Agoda
g. Hotelbeds (sometimes!)
h. Ryanair Rooms
2. Card details are removed 4 days after departure date of customer booking.
a. ALWAYS Tell the customers its 3 days after for insurance!
b. If customer retrieving card details after they are removed, they will get a message about
“error code xxxxx”
3. On initial account setup use the same password for vault as you have for the Diary to ease training.
4. DO NOT FORGET! To setup the Vault Account on new customer. Direct bookings will not go though as a result if you do forget. It’s a big problem if account not setup and connected.
5. Credit card details will NOT import from Booking.com when importing bookings on initial setup for a new customer. If importing from old system you will have card details. However not from direct booking.com import for a new customer.
6. Vault password asks customer to reset every 90 days for security reasons. PCI compliance reasons not ours! Keep this in mind always.
a. Once this occurs, they will be asked to enter their old password and the new password (meeting our password criteria) twice. 90% of the time they cannot remember old password.
b. There is now a new link on this step to ask them “Don’t know your old password, click here”
i. This will take them to the form to enter their email address to send a password reset that means they don’t have to know their old password.
c. We are hopeful that this will solve many of the problems around customers not remembering or noting existing password.
7. CVC is three zeros (000) - Normally means that the OTA has not send us the CVC. Ask the customer to tell booking.com to change setting.
8. No card details are received for some OTA’s.
a. This normally happens on booking.com where the property has a setting on booking.com to NOT ask for credit card details for “Last Minute Bookings”
b. Can happen also if there was an OTA outage and the original booking was sent to the hotel directly and didn’t come in via the OTA XML channel.
9. Links for retrieving credit card details are also at the bottom of the email confirmation on both systems. Old AccuBook and GuestDiary.com emails.
10. Code expires when logging in – PIN code only valid for short time. Make sure to enter asap after receiving code otherwise you will need to send another.
11. Encourage customers to setup SMS option in the vault If speaking to them. Easily done using the SMS text message option on the Dashboard of the Vault when they login.
12. If user enters incorrect PIN then ask them to press Log Out (top right) and then ask then to log back in again to send another code.
13. User has changed their password and they don’t remember new password
a. Get customer to reset password using “Forgot Password” link on the login page. Force customers to do this themselves.
b. They MUST enter the email address that was used to set account. If they or you do not know username then check this in your admin account under “My Properties” link along the top menu. Then click “staff logins” beside hotel name to see user accounts.
c. Always tell customer to NOTE password criteria and adhere to it.
d. Make them take note of the password or use a password manager like LastPass (longshot)
14. Customer attempted to reset password and failed
a. They then must send another password reset email.
b. Password reset email link is only valid for 1 password reset attempt.
15. Customers will say the system is asking for a token
a. This normally means that they have not click the Credit Card link on the Diary/extranet and simply logged into the Vault and pressed “Guest Credit Cards” link instead.
b. The customer should NEVER need to press the “Guest Credit Cards” link. Its to be removed in future release.
16. Customer attempts to login with system will not let them.
a. If it’s a new customer, then there is a good chance they have not confirmed their email address after initial account setup
b. Check under Logs section https://portal.secure-online-booking.com/logs in the Vault admin account. You can see on there if they have confirmed their email address or not.
17. USE THE LOGS
a. Logs are very useful for troubleshooting all sorts of things on the Vault. They will tell you when the customer last logged in and if they are decrypting cards successfully or not.
b. You can also see when they last reset their password or have confirmed their email address as we have already seen.
18. Customers may not be able to reset their password to login.
a. Give them a leg up/head start by sending them the password reset email using the forgot password link on the login page. Make sure to check username first. Not assume username customer provides you with is correct.
19. Customer keeps getting asked to enter a CREDIT CARD PASSWORD when retrieving card details
a. Normally means that they have not used the system at all since credit card password was removed
b. In this case talk to Gerry to get resolved. Process of resetting credit card password outside of this discussion.
c. This will seldom if ever happen.
20. Customers can setup additional user accounts on the vault. Be aware of this, however its seldom used as caused far too many problems with customers and loads of accounts everywhere.