Overview
Some Resly Direct bookings have an attached credit card that cannot be revealed because the required Evervault flag is missing. Staff can use Backfill Evervault Card Flags to restore the missing flag for existing affected cards on each client account.
Restore credit card visibility
Step 1
In Staff Mode, in the affected client account
Go to Settings > General > Reservations
 |
Step 2
Select Backfill Evervault Card Flags to apply the correction for that client
Click Run to send cards to a queue for backfill
 |
Success notification message (green) Evervault card backfill queued
Step 3
Open the affected booking and check the Credit Card Vault to confirm that the card details can be revealed before advising the client that access has been restored. If the details still cannot be revealed, escalate for further investigation.
Troubleshooting notes
Suggested Checks | Explanation |
Confirm the Booking Source and card collection method | Clarify whether the booking came through Resly Direct+ on the website, was entered manually, or received card details through a payment link. In the original case, the client reported that website bookings were affected while OTA bookings were working. |
Ask for a specific affected booking | Obtain the booking number, when the error occurred and a screenshot of the error. Checking other recent bookings may not reproduce the client’s experience. |
Check whether the card arrived with the booking | The reservation log may show that a card was received even when the client sees “Credit Card Was Not Found”. A received card does not confirm that its details can be revealed. |
Confirm access from the client’s side | Support could see card details while the client still received an error. After running Backfill Evervault Card Flags, open the affected booking’s Credit Card Vault, check that the details can be revealed and ask the client to confirm access before closing the ticket. |
Check whether a workaround was used | A recorded payment does not confirm that vault access has been restored. In the original case, the client had taken payment in person using their payment terminal. |