Virtual Payment and Virtual Card Number (VCN)

1. What is a VCN?

VCNs (Virtual Card Numbers) are single use 16-digit card numbers issued under the terms of the Travel Payment Services (TPS) contract, used to pay for hotel room charges, taxes, resort fees (if applicable), and hotel parking (if applicable). Similar to a traditional credit card number, VCNs are transaction-specific and authorized for a specified transaction amount (typically room and tax), a specific merchant, and a range of dates. The unique number is generated virtually during the reservation process and passed to the hotel through an encrypted digital process, issuing a credit card authorization form via fax or email to the hotel. This unique or "alias" number is indistinguishable from an ordinary credit card number and once the transaction is complete, the VCN is inactive for new charges.

2. When should I use a VCN?

If booking your hotel through Concur or the contracted Travel Management Company (TMC) and you find a hotel at the state rate, or if you find a hotel at a higher rate that has been approved in advance.

3. When shouldn’t I use a VCN?

• If you make your hotel reservation at a higher rate, do not have advanced approval, and plan to pay the difference out-of-pocket.
• If you are attending a conference with a room block that requires you to book directly with the hotel.
• If you booked your hotel out of policy and not through the approved channels.

4. Is there a mobile app for using a VCN?

Yes, there is a mobile application you can use to help make the check-in process easier.  The application is called Conferma Pay and is available for most smartphones.  It will allow you to manage the VCN process for your hotel reservations. It will show the unique, 16-digit credit card number in the mobile app 24 hours prior to check-in and 24 hours after check-out (in the event you need to provide this card number to the front desk). Additionally, Conferma Pay allows you to refax the credit card authorization form if needed and gives you the ability to upload your hotel folio/invoice after check-out, which transmits to a reporting system for the accounting unit to reconcile the monthly bank statement.

5. How do I make a reservation using a VCN?

Make your hotel reservation using Concur or by calling the TMC (travel agency) and speaking to one of the travel agents. When booking in Concur, you may be presented with a drop-down menu to select the form of payment. Select Virtual Payment and continue your booking in Concur as you would normally.

If you are calling to book with a travel agent, let the agent know you would like the hotel to be virtually paid.

6. What do I do when I check into the hotel?

Upon check-in, let the hotel front desk know that a credit card authorization form has been sent to the hotel and provide the last 4 of the virtual card payment to the hotel front desk staff. If the front desk does not have the authorization form on file, open the ConfermaPay app and resend the authorization form. For travelers who choose not to use the ConfermaPay app, please call your agency Travel Coordinator(s) for further help.

Travelers MUST always present a personal credit card for incidental charges.

7. What if the hotel requests to see a physical copy of the VCN?

A VCN is not a physical, plastic card. Instead, it is a set of sixteen digits similar to a credit card number, together with an expiration date and CVV code that is randomly generated using Conferma’s software.

When the reservation was booked, the hotel should have received a copy of the credit card authorization form via fax/email (or through the Sertifi system for Marriott properties). Therefore, ask the hotel front desk to look for the credit card authorization form in their internal system(s).

8. What if the hotel does not have a record of the credit card authorization form?

If they do not have a record of the VCN, you have 3 options:

Option 1 - Launch the ConfermaPay app and follow the steps to refax the Credit Card Authorization form to the hotel.

Option 2 - For those travelers without a smartphone or the ConfermaPay app, reach out to your Travel Coordinator(s) for further assistance.

Option 3 - Use your personal credit card to pay for the hotel and submit as usual for reimbursement via the Travel Expense Claim process.  Please report any issues to your agency Travel Coordinator(s).

9. What do I do when I check out of the hotel?

Please do not use express check-out or the folio that is delivered under your door. Make sure to allow enough time to check-out in person at the front desk and double-check the last 4 digits of the card they have charged for room and tax ensuring it wasn’t the personal card you provided upon check-in for your incidentals. If the hotel has charged the wrong card, ask them to correct it and charge the room and tax to the VCN and any other incidental charges to your personal credit card.

Request 2 folios, one for the VCN paid room and tax, and one for any personal/incidental expenses charged to your personal credit card.

10. What if the hotel refuses to provide a hotel receipt/folio?

This scenario may occur because the initial credit card authorization form sent to the hotel comes directly from the state’s contracted travel agency. Some hotel staff will not relinquish the hotel folio to the traveler because they were not the paying party, regardless of the traveler’s name being on the folio. In the unusual chance the hotel front desk will not provide you with the folio, please try the options below:

• Attempt to educate the front desk staff. The hotel may indicate that the travel agency is a third party. Explain to them, that the travel agency is the sole contracted travel agency for the state of California, and the reservation was made on your behalf and is being paid for by your employer.
• Speak to a front desk supervisor. Explain the above and inform the supervisor that the folio is required by your agency to reconcile the payment.
• Leave the hotel and contact the hotel’s accounting office to request the folio.
• If you are a rewards member with the hotel, typically you will receive an email with the folio. Additionally, if you have the respective hotel’s mobile app, you will be able to access the folio directly and email it to yourself or your accounting office.
• As a last resort, contact your agency Travel Coordinator(s) for support so they can refer the incident to STP, who will reach out to the hotel to re-educate the hotel staff on the VCN process.

11. What if I have to cancel my hotel reservation?

Please cancel in Concur or call the travel agency at (877) 454-8785 to cancel your hotel reservation. Please make sure to note the cancellation number for future reference if needed.  Keep in mind that the VCN does not change the requirement to comply with the hotel’s cancellation policy.   

12. What if I have to change my reservation?

Changes can be made to an existing hotel reservation in Concur or by calling (877) 454-8785.

If a change is made to the check-in / check-out dates, room rate, etc., the booking is updated and sent to Conferma using the same virtual card.

If a change is made to the hotel supplier, the existing virtual card is cancelled and a new one is generated for the new hotel supplier, since the virtual card is supplier specific.

13. What are the hours of operation for the TMC?

The TMC (travel agency) is available 24/7. You can reach the travel agency at (877) 454-8785.

14. What do I do when I submit my Travel Expense Claim (TEC) if I have used a VCN?

Refer to your internal travel unit or Travel Coordinator(s) for further guidance on the Travel Expense Claim process.

15. Who do I contact if I have questions related to VCN?

Contact your agency’s assigned Travel Coordinator(s). If you do not know who your assigned Travel Coordinator(s) are, please email STP at StatewideTravelProgram@dgs.ca.gov. 

16. Who do I contact if I have an issue with the ConfermaPay app?

If you have any issues with the Conferma Pay app, please email support@conferma.zendesk.com and a Conferma representative will assist you within 24-48 hours.

1.  What are Virtual Card Accounts?

A Virtual Card Number (VCN) account is a single-use 16-digit card number issued by our contracted travel payment provider. VCNs are used specifically to pay for hotel rooms and associated tax charges. Like a traditional credit card number, VCN accounts are intended for a single transaction but do not require a physical card. These accounts are authorized for a specified transaction amount (typically room and tax), a specific merchant, and a range of dates. The unique number is digitally generated during the reservation process and then sent to the hotel using a virtual process, typically through a credit card authorization form via fax or email. This "alias" number is indistinguishable from an ordinary credit card number. Once the transaction is complete, the VCN account becomes inactive for new charges. This process is like the direct billing system used for airline and rental car bookings.

2.  When will this be available to my department?

The Statewide Travel Program (STP) began gradually rolling out Virtual Card Numbers (VCNs) for all state agencies and departments in 2019. This process included notifying departments in advance of the implementation schedule. STP collaborated closely with department liaisons to ensure a flexible and smooth transition tailored to each department's specific requirements. Departments that wanted to promptly implement VCNs were encouraged to have their travel unit directly contact STP at StatewideTravelProgram@dgs.ca.gov to schedule an intake meeting.

3.  Does my department have to adhere to certain user requirements to use VCN?

Travelers and travel coordinators must undergo VCN training before it is rolled out to the department. Accounting administrators must also receive training on the new reconciliation process for VCN accounts. Your department must communicate the VCN requirements so that travelers can effectively use the VCN. Travelers must include a copy of their itinerary with their TEC, and a shared email inbox should be set up so travelers can send a copy of their hotel folio to accounting.

4.  Is the VCN program mandatory?

VCNs are mandatory for state agencies and departments and optional for travelers to use. State agencies and departments cannot exclude employees from using VCN, as travelers are entitled to this program to reduce their financial burden while traveling on state business. If you need further information, please contact STP at statewidetravelprogram@dgs.ca.gov.

5.  Is there a transaction or service fee charged to our department to use VCN?

There is a fee for each VCN deployment associated with every hotel reservation. However, due to improved program compliance, the Department of General Services (DGS) will cover the fee on behalf of your department. If, at any point, your department does not meet the STP user requirements, your department will be responsible for the VCN deployment fees.

6.  Is there a system for Accounting Administrators and/or Travel Coordinators for VCN?

Smart New Account Payable (SNAP) is a web-based online reporting tool. It enables accounting administrators and travel coordinators to access all VCN deployments and transactions. In addition, SNAP allows you to download all hotel folios from these VCN transactions. The tool collects specific traveler data, making reconciliation easier. Accounting administrators will receive training on how to use SNAP.

7.  How will the VCN transactions be reconciled?

STP will set up a new centrally billed account and card for your agency as part of the VCN program. All VCN transactions will be charged to this account, and a statement will be generated for hotel transactions made with a VCN. Like the reconciliation process for your Central Travel Account (CTA) or MTG card account, you will have access to a VCN account reconciliation report to help you, as well as all VCN transaction details in the online TPS portal for auditing purposes. The VCN reconciliation report will provide a traveler name for each hotel transaction, and it will include accounting/billing code data if it is hard coded in the traveler’s Concur profile. You can find training guides and video tutorials on how to use the TPS online portal by visiting the Travel Payment Services Training page.

8.  Is there a system or mobile app for my travelers using VCN?

ConfermaPay is a mobile application that travelers can use to facilitate the new payment process. ConfermaPay enables travelers to handle the VCN process for hotel reservations from their phone. It displays the unique 16-digit credit card number in the mobile app to the traveler 24 hours before check-in and 24 hours after check-out, in case the traveler needs to provide this card number to the front desk. Additionally, ConfermaPay allows travelers to resend the credit card authorization form if necessary, and it also allows them to upload their hotel folio/invoice after check-out, which is then sent to the SNAP reporting tool for easy download.

9.  When should my travelers use VCN?

• The traveler finds a hotel at the state rate or when the traveler finds a hotel at a higher rate that has been approved in advance.
• The traveler does not want to go through the hassle of getting a travel advance.
• The traveler does not want to float the state’s travel on their personal credit card.

10.  Can I use VCN for conference rates and room blocks?

Conference room rates and room blocks are generally arranged by a third party who works with the hotel hosting the event. These conference room rates are not loaded into Concur and require attendees to pay and register through a specific website. You can use the manual deployment function within the SNAP tool to create the virtual card payment, and then use the virtual card to book directly with the hotel for the room blocks.

11.  When shouldn’t my travelers use VCN?

When a traveler makes a hotel reservation at a higher rate without advanced approval, plans to pay the difference out-of-pocket, or is attending a conference with a room block that requires them to book directly with the hotel, it is considered outside of policy. This also applies when the traveler books the hotel outside of the two approved booking channels.

12.  How do my travelers make a reservation using VCN?

Your travelers can book their hotel reservations through Concur or by calling and speaking with one of the travel agents. If they choose to book on Concur, they will be able to select the form of payment from a drop-down menu. They should choose Virtual Payment and proceed with their booking on Concur as usual. If the traveler decides to book with a CI Azumano agent over the phone, they should inform the agent that they want the hotel to be virtually paid.

13.  Can we use VCN to book for guests?

Guests can only book with VCN by calling CI Azumano at (877) 454-8785. Currently, VCN cannot be used for guest booking in Concur.

14.  What does the traveler do when they check in to the hotel?

Upon check-in, travelers should make sure to confirm with the hotel front desk staff that a credit card authorization form has already been sent. The traveler will need to provide the last four digits of the virtual card so the hotel can locate the authorization. If the front desk does not have the authorization form on file, the traveler can open the ConfermaPay app to resend the form. If travelers choose not to use the ConfermaPay app, they can contact their department travel coordinators for further assistance.

Travelers are still required to present a personal credit card for incidentals.

15.  What if the hotel does not have a record of the VCN?

If the traveler does not have a record of the VCN, they have three options:

Option 1: Launch the ConfermaPay app and follow the steps to refax the Credit Card Authorization form to the hotel.

Option 2: For travelers without a smartphone or the ConfermaPay app, the department travel coordinators are available to provide further assistance. Simply contact them for help.

Option 3: Use a personal credit card to pay for the hotel and submit it as usual for reimbursement via the Travel Expense Claim (TEC) process. Any issues should be reported to the STP at StatewideTravelProgram@dgs.ca.gov.

16.  What does the traveler do when they check out of the hotel?

The traveler should avoid using express check-out or having the folio left under their door. They should make sure to have enough time to check out in person at the front desk and verify the last four digits of the card used to pay for the room and taxes. This card should be different from the one provided for incidentals during check-in. If the hotel mistakenly charged the wrong card, the traveler should ask them to rectify it by charging the room and tax to the VCN and any other incidental charges to their personal credit card.

It's crucial for the traveler to request 2 folios: one for the VCN-paid room and tax, and one for any personal/incidental expenses charged to their personal credit card. This step helps ensure that they are well-prepared and organized, making the check-out process smoother and more efficient.

17.  What if the traveler must cancel their hotel reservation?

The traveler can cancel their hotel reservation in Concur or by calling CI Azumano at (877) 454-8785. The traveler should note the cancellation number for future reference if needed. It's important to remember that the VCN does not change the requirement to comply with the hotel’s cancellation policy.    

18.  What if the traveler must change their hotel reservation?

Changes can be made to an existing hotel reservation in Concur or by calling CI Azumano.

20.  Who do I contact if I have questions related to VCN?

Contact the STP at StatewideTravelProgram@dgs.ca.gov or (916) 376-3974.