Note: When email addresses are in the PNR using the GP- format, prior to queueing the PNR for GraspPAY processing, an email will automatically be sent to all email addresses listed in the GP-

Single Booking: Log in to https://grasppay.graspdata.com . Navigate to Data Cafe then Data Inquiry. Search for the record locator or confirmation number. Click the email or fax icon, whichever is needed.
Multiple bookings: Log in to https://grasppay.graspdata.com and run report #15235-GraspPAY Hotel Confirmation Print Copy. Make sure the date range is correct then add a filter: Record Locator equals then add the GDS record locators as the value. Click Run Now. Check your Report History for report #15235 to display the copy.
If no user login for https://grasppay.graspdata.com , please contact your Agency Admin to create a username. To send a copy using GDS entries:
- Email: Add an UPDATE remark then add the email address using the GP- format and re-queue to your GraspPAY processing queue.
- FAX: Add an UPDATE and a FAX remark changing the fax number from how it was originally sent by adding or removing 1- (Example if it was originally sent as 555-555-5555 add it as 1-555-555-555 to generate a new fax). Then re-queue the PNR to your GraspPAY processing queue.

Error: Card in Use (the card has already been used for a different hotel booking)

Need to apply a different card and virtual payment ID to the booking and queue the PNR for GraspPAY processing.
- Remove the CREATE remark that contains the information that created the ‘card in use’ error
- Add a new CREATE remark using a new virtual payment ID.
- Then re-queue the PNR to your GraspPAY processing queue.
Make sure OBT users are logging out and refreshing their session between bookings so our system can replace the payment card in their profile.

NOTE: Make sure all PNR’s for GraspPAY processing are placed on your GraspPAY queue. When the PNR is successfully processed by GraspPAY we will remove the card that was used for the booking and replace it with a new card in the profile. If the PNR is not queued, the card will not be removed/replaced. If there is an error, the error must be corrected and the PNR queued again - if it doesn't successfully process the card will not be removed/replaced.

Error: A card is already associated to the confirmation number

If you need to make a change
- Remove the CREATE remark that was added to create a new card to the confirmation number
- Add an UPDATE remark with the confirmation number
- Add the applicable override command for what is being updated
- Then re-queue the PNR to your GraspPAY processing queue

Error: Could find neither a known VCC nor a VCC instruction (missing the graspPAY card in the guarantee field of the hotel segment, or missing the CREATE or UPDATE remark)

Our system first looks at the hotel segment for the graspPAY card in the guarantee field. If the hotel is not guaranteed to a graspPAY card, please use the CREATE remark to assign a card. AFTER a card is provisioned for a booking, the UPDATE remark is needed, along with the override remark for what is being updated.

New booking
- Add the CREATE remark
- Then re-queue the PNR to your GraspPAY processing queue
Existing booking set up on a graspPAY card
- Add the UPDATE remark
- Add the override remark for the change that is needed
- Then re-queue the PNR to your GraspPAY processing queue
PNR queued from an Online Booking Tool with no hotel segment
- If this occurs frequently for your agency, we can update your settings to ignore PNRs that have no hotel segment. Please email support@grasptech.com to request this.

Error: You cannot change the status of a purchase log to open while a purge request is pending. (This means either the card has expired, or it was already applied to a booking)

If this is a NEW booking
- Remove the CREATE remark that created the error
- Add a new CREATE remark using a different virtual payment ID
- Then re-queue the PNR to your GraspPAY processing queue
If this is a change to an EXISTING booking
- Remove the CREATE remark that created the error
- Add a passive segment using a new confirmation number (change the original one slightly)
- Add a CREATE remark using the new confirmation number and a new virtual payment ID
- Then requeue the PNR to your GraspPAY processing queue

No PNRs processing/PNRs stuck in GraspPAY queue

Remove the oldest PNR from the queue and wait a few moments to see if the rest of the PNRs process. There could be an issue with the PNR that is causing the system to stop. If further assistance is needed, contact us at support@grasptech.com

Changes: What remarks are required

Add the following VCC command remarks into the PNR in the GDS:
- UPDATE
- TOTAL (show the new grand total for the entire stay)
- FAX (number needs to be modified from the number originally used. Add 1- if it wasn’t included the first time or remove 1- if it was used the first time).
Then re-queue the PNR to your GraspPAY processing queue.

NOTE: If the hotel is modified in the GDS and the segment is updated with a new confirmation number, a new card will need to be created for that new confirmation number. Obtain a new VPay ID, modify the hotel segment to guarantee to the new card number, and add a CREATE line using the new VPay ID and the new confirmation number from the segment. Be sure to remove any previous commands from the remarks. Queue for processing.

Passive segment: What remarks are required?

CREATE, FAX, and TOTAL (minimum required if all other information is in the segment)
Amadeus: Override remarks are required, since Amadeus passive segments are freeform and not added in a consistent format.
- For Amadeus Passive, please add the following: CREATE, FAX, CHECKIN, CHECKOUT, TOTAL, and TAX remarks, then queue to your GraspPAY processing queue.
All GDS, other than Amadeus: If the passive hotel segment in any GDS does not contain the dates, price, or fax number then the applicable Override remarks are required.
CHECKIN and CHECKOUT can include the Year in either DDMMMYY or DDMMMYYYY format in case the passive segment is an extended stay that started more than 30 days ago – example is 28MAR21 or 28MAR2021
NOTE: If the PASSIVE command is used instead of CREATE, we will not look at the hotel segment for any information, so the following override remarks will be needed: FAX, CHECKIN, CHECKOUT, TOTAL, TAX

How can I tell if the hotel received the fax?

The Grasp system e-mails an automated report when a fax fails. Contact the hotel and verify fax number in the system, and their machine is working.
Log in to https://grasppay.graspdata.com . Navigate to Data Café à Data Inquiry. Search for the record locator or confirmation number. If no user login for https://grasppay.graspdata.com , please contact your Agency Admin to create a username.
If there is a green “check” next to the email and fax icons, the fax was successfully sent.
If the fax failed, there will be a red “X” for failed or a “?” for pending. This status is for a fax, we do not currently track e-mail receipt or bounceback.
To re-send, click the fax machine icon, and enter the updated number, or click the envelope icon to e-mail a copy if the hotel has provided an e-mail address.

Is a segment required in the PNR?

New booking: Yes, a segment is required.
Existing booking: If a card was successfully provisioned for the same confirmation number, the segment is not required.

The dates were changed to extend the stay, but the card limit didn’t change

Add UPDATE, TOTAL (show the new grand total for the stay), and FAX remarks. Note: The FAX number needs to be modified from the number originally used. Add 1- if it wasn’t included the first time or remove 1- if it was used the first time.
Then re-queue the PNR to your GraspPAY processing queue.

The checkout date has changed, but didn’t change on the fax to the hotel

Add UPDATE, CHECKOUT, TOTAL (show the new grand total for the stay), and FAX remarks. Note: The FAX number needs to be modified from the number originally used. Add 1- if it wasn’t included the first time or remove 1- if it was used the first time.

Then re-queue the PNR to your GraspPAY processing queue.

How to increase the card limit

Please add the following remarks to the PNR and re-queue to update the limit on the card.
- UPDATE
- TOTAL (show the new grand total for the stay, not just the difference between the new and original amounts)
- FAX remark changing the fax number from how it was originally sent by adding or removing 1- (Example if it was originally sent as 555-555-5555 add it as 1-555-555-555 to generate a new fax).
Then re-queue the PNR to your GraspPAY processing queue.

Hotel says the card is declined

Note: the authorizations drop overnight. If a hotel has already received a valid authorization and are trying again, a new authorization would be available the next day.

Possible reasons
- Hotel charging more than the available balance. Verify the amount the hotel is charging.
  - If the card amount needs to be increased, add UPDATE, TOTAL, and FAX remarks and re-queue. Use the new grand total that should be available on the card, not just the difference between the original and new amounts.
- Hotel already received authorization on the card, so limit has decreased
- Hotel already posted charges and the card is now reconciled
  - Once a card is in a reconciled status it cannot be updated. A new card needs to be added to the booking. The CF number must be changed slightly to generate a new card. Add a passive segment with the new CF number, then use that new CF number for the new card. Add a CREATE, TOTAL, FAX remark and queue to the GraspPAY processing queue.
- Card isn’t active yet
  - If card needs to be activated earlier than normal add an UPDATE and ACTIVATE remark and queue to the GraspPAY processing queue
- Account holder needs to make a payment
  - Whomever holds the bank account credentials (company or agency), will need to contact their financial institution directly

Need to know amounts that were charged by a hotel and dates

This can be done internally. Your Grasp Data administrator will log in to https://grasppay.graspdata.com and run report #11879 GraspPAY – Credit Card Reconciliation.

Who to Contact

How to dispute a charge, report Fraud, or add a merchant category

WEX: For questions on payments, investigations into declines, or dispute challenges please contact WEX at 1-877-557-6415 or travelops@wexinc.com. If you suspect fraud on the account, or on a card, please contact WEXMCFRAUD@wexinc.com
Edenred/CSI: Contact CSI at 1-844-399-4357 or email erpay_customercare@edenred.com
CITI Bank: Contact your assigned CITI Bank account representative

Contact your Internal GraspPAY administrator:

Please contact your internal GraspPAY administrator for items such as these:

Questions on GDS formats, error messages, queues, PNR issues
Need to know amounts that were charged by a hotel and dates (report #11879 info above)
Need a copy of the virtual card or fax or email copy (see first Q&A item on page 1)
Declined cards (Administrator see WEX and CSI contact information above)

Contact GraspPAY Support:
Please email support@grasptech.com for items such as these:

Need a card deployed to a profile - Email support@grasptech.com and include the traveler’s name as it shows in their profile and the company the traveler is with. If agent profile, include the name of the GDS profile that should be updated and the company.

NOTE: Make sure you always queue PNRs for GraspPAY processing when associating a card to a booking, so that the profile that contains the card will be auto-updated.

Modification to agency settings (GraspPAY Administrator must submit)
Steps to Opening a Support Case with Grasp - Include the following details in the email to support@grasptech.com:

Product (GraspPAY)
The Corporation name and/or DK number from the PNR
The GDS PNR locator code and hotel confirmation number
Hotel check-in date
Is the issue related to a booking, or reporting
Specific question or concern

Our goal is to respond to your initial email within 2 hours with a case number. We’re pretty quick on the reply, but please allow 24-48 business hours for a resolution or a plan for resolution of your case. Our standard Support hours are Monday-Friday, 8am-8pm (ET), excluding holidays.