If the hotel front desk is having trouble charging your Perk virtual card, the app gives you two ways to get unstuck: resend the payment yourself, or call Perk's support team directly. This article explains how to use both options and what to expect.
When these options appear
The payment help options appear on the app home screen for the hotel at check-in time.
Getting unstuck at check-in
Your hotel card shows two options when a virtual card payment alert is present: Payment details and Call Perk. Step 1: Try resending the payment first Tapping Payment details, you can view the information sent to the hotel. Tap Payment details to view the virtual credit card authorization form. If you tap Resend payment details, you can enter the hotel's email address to send your virtual card details - check at the front desk to make sure it's the right one. This self-serve option resolves the majority of payment failures without needing to call. Step 2: Call Perk if the issue persists If the front desk still can't process the payment after you've tried resending, use the Call Perk link at the bottom of your hotel card.
- Open the Perk app and go to the home screen.
- Find your hotel and tap Call Perk where you see Stuck at check-in? at the bottom.
- Tap Call in the confirmation dialog to connect.
- Perk connects you via a free call.
What happens when you call
When you tap Call Perk, two things happen at once: Perk automatically creates a support ticket with your booking details, and your device initiates the call to our support team. This means our team already has your trip information when they answer, so you can get to a resolution faster.