innRoad Payments FAQ's

Getting Started

Is there a Review Period?

For the first 30 days and 30 transactions of innRoad Payments' activation, the account will be under review. Once both the time period and number of transactions is reached, the review period will be completed.

What is the payout schedule?

Initially daily payouts will be set with a 4 business day delay, until the account has been through the review period (both active for 30 days and processed at least 30 transactions). 

After this review period, daily payouts will have a 2 business day delay. For example: 

• Payments taken on Monday are available on Wednesday. 
• Payments taken on the weekend days (Friday, Saturday and Sunday) would be expected to arrive on Tuesday as one lump sum. 
  • Holidays apply an additional day of delay.

How are you providing these savings?

We eliminate all recurring monthly fees that have nothing to do with processing and reduce the processing rate wherever possible. 

What will my statements look like?

All payment transaction data will be available directly within innCenter in the Reports tab.

You can find an innRoad Payments Dashboard - Statements

Is there a contract?

Just like with the innRoad PMS, we do not lock you into a long term contract or have any cancellation fees.

Who will handle my support?

Support will all be handled by the same team you have contacted before.

• Send us an email at support@innroad.com
• Give us a call:
  • US: +18449931224
  • EMEA: +447403942477

Why do you need all this onboarding information? Don’t you already have it?

The forms collect legally required business information, which can vary depending on your entity type and jurisdiction. To ensure full compliance and avoid any issues during verification, we must submit the most accurate and complete information. 

You can view a detailed guide on how to correctly fill out the onboarding form. 

Will there be any downtime when we switch?

The switch will be seamless, with no downtime between activation and when you can begin processing.

Are there any deliverables required of me to switch?

After filling out the onboarding form, you only need to pick a day for activation.

General

Can we accept Discover/Amex?

We accept the following card payment methods:

• Visa
• MasterCard
• American Express (Amex)
• Discover 

Your clients can pay using Google Pay and Apple Pay via innRoad Payment Links or Guest Portal.

You can also block specific payment methods by deactivating the Ledger Account.

Do we accept EBT or ACH payments?

We currently do not support direct bank payments.

Do you support EMV terminals?

Yes, please contact support@innroad.com to set up your EMV through innRoad Payments.

If i have more then 1 Property do I need more then 1 EMV Device?

it is possible to use 1 EMV machine across multiple properties as long as the property is using the same payment accounts for all properties.

Do you charge a different rate for card present vs. card not present?

No, there is no penalty for card not present transactions.

What is a chargeback?

A chargeback, also known as a dispute, occurs when a customer contests a transaction, claiming it was unauthorized or fraudulent. 

You can manage and respond to disputes directly through the innRoad Payments - Chargebacks Overview

Is my information secure?

We only process the data necessary for transactions. All systems are fully PCI compliant to ensure your data is protected.

How do you handle refunds?

We do not withdraw money out of your bank account. Instead, we will take the amount of a refund against future revenue.

How do I update the payment descriptor that displays on the guest credit card statement?

Contact innRoad support with the request and we can update that for you easily.

Which Merchant Category Code (MCC) will the transactions be classified under on the guest credit card statement? 

All transactions are sent with the "Lodging" code. There are some instances where card issuers ignore it and use innRoad's "Software" code.

Is there a Maximum Charge Amount Limit?

Yes, and the innRoad Support team can help you increase or decrease your current limit. Please contact support@innroad.com.

How can I get a guest's card details if I don't have their card on file? 

You can create a Payment Link to process payment and store the card details for future use. 

Find out more here.

Are there any additional fees I should expect?

Whenever a payment results in a Chargeback, the network also withdraws a $15 (or local equivalent) processing fee. However, if you win the dispute claim, you will receive the full amount, including the chargeback processing fee back.

Do payouts come per property, per bank account, or as one combined payout?

We can set up payouts per-property, or group everything in the same payments account based on preference.

If I have multiple properties, can I use different Statement Descriptors per property?

Yes, you can use different descriptors or the same descriptor.

How long until pre-authorizations release the funds?

It depends on the card network and issuer, but generally up to 7 days.

Do you support 3D Secure for online card-not-present transactions?

Yes, our system will detect whether the issuer requires 3D Secure verification for the transaction and will ask the cardholder to verify.

Can guests pay using Apple Pay or Google Pay?

Yes, guests can pay using Apple Pay or Google Pay using the EMV Terminal.

Online Payments support Apple Pay and Google Pay via Payment Links and Guest Portal.

Can I store a guest's card via the EMV Terminal?

Yes, you can store the card details by inserting the card into the EMV Terminal.

However, you can not store card details if the guest pays via Tap-to-Pay (Apple Pay, Google Pay). This is a security feature of contactless payments. The card details are tokenized and ephemeral, meaning the terminal only receives. valid card data for a single transaaction.