Virtual Payment and Virtual Card Number VCN Resources

About Virtual Payments and Virtual Card Numbers:

VCN accounts are a payment mechanism provided through the Travel Payment Services contract. VCNs provide travelers the ability to direct-bill hotels booked through the Statewide Travel Program's (STP) authorized TMS provider, similar to how the state currently pays for airline and rental car reservations. The state can now directly bill the three highest cost components of a trip, thus alleviating a significant financial burden on the traveler.

If your department is interested in using the Virtual Card Numbers, please contact StatewideTravelprogram@dgs.ca.gov for more information.

Benefits of virtual Cards

Eliminates the need for corporate or individual travel cards issued directly to the employee/traveler.
Relieves travelers from “floating” the cost of business-related travel on their personal credit cards and waiting for reimbursement.
Solves a payment challenge for those without credit cards, as well as a solution for infrequent travelers.
Reduces the need for, and the amount of, travel advances, travel expense claims and the recoupment process.
Mitigates exposure to payment fraud – VCN’s are only good for a limited time, for a specific traveler, and tied to a check-in and check-out date, as well as other specific criteria.
Increases efficiency through automatic reconciliation of the central billed travel account and customized reporting. Enhanced spend data appended to every transaction, including traveler name and optional accounting/billing codes at the time of deployment.
Ease of use for travelers – the virtual payment is seamlessly integrated in the online booking tool and automatically sent over during the reservation process

Resources

Virtual Card Number (VCN) Training Tutorial Video
Virtual Card Program Benefits
Need training? Please click on the DGS event webpage link and register for upcoming VCN trainings.
Conferma App Guide
Conferma Quick Guide for Travelers

Frequently Asked Questions

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general questions

What is a Virtual Card Number?

Virtual Card Numbers, or VCNs, are single-use, 16-digit ghost-card numbers issued under the terms of the Travel Payment Services (TPS) contract. VCNs are used to pay for:

Hotel room charges
Taxes
Resort fees (if applicable)
Hotel parking (if applicable)

Similar to a traditional credit card number, VCNs are transaction-specific. VCNs are authorized for a specified transaction amount (typically room and tax), a specific merchant type, and a specific range of dates.

The unique number is generated virtually during the reservation process. It is then 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. Once the transaction is complete, the VCN is inactive for new charges.

When should I use a Virtual Card Number (VCN)?

Check with your agency Travel Coordinator to confirm your agency participates in the Virtual Card Number program.

You should use a VCN when booking your hotel through Concur or the contracted Travel Management Services company, CI Azumano. You should use the VCN when you find a hotel at the state rate, or if you find a hotel at a higher rate and have received advance approval to book the higher rate.

When shouldn’t I use a Virtual Card Number (VCN)?

Check with your agency Travel Coordinator to confirm your agency participates in the Virtual Card Number program.

You should not 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.

You should not use a VCN if you booked your hotel out of policy and not through the approved channels.

Can a traveler without a Concur account use the Virtual Card Number (VCN)?

Yes, travelers without a Concur account can call into CI Azumano to book lodging paid with a VCN. During the call, the traveler must request the lodging be paid with a virtual card. There will be a verification/approval process to confirm the booking since the traveler is unprofiled.

Unprofiled travelers will not be able to use the Conferma app, since they do not have an email address to link their Conferma account to Concur.

Do all hotels in Concur accept the Virtual Card Number (VCN)?

Not all hotels in Concur accept the Virtual Card Number.

Hotels labeled as “Preferred” or “Most Preferred” have an agreement with the state to accept VCNs and will not require a separate credit card authorization form. These hotels that participate in the Preferred Hotel Program are noted in Concur as shown below:

Hotels that we know do not accept the VCNs have a note (shown below) within Concur letting travelers know that they will need to provide a personal form of payment and seek reimbursement.

Hotels that do not participate in the Preferred Hotel Program may require their own credit card authorization form.

Is there a mobile app for using a Virtual Card Number (VCN)?

Yes, there is a mobile app travelers can use to help make the check-in process easier. The application is called Conferma and is available for most smartphones. The Conferma mobile app allows travelers to manage the VCN process for 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 a traveler needs to provide this card number to the front desk). Additionally, Conferma allows travelers to re-send the credit card authorization form if needed. It also gives travelers the ability to upload their hotel folio/invoice after check-out, which transmits to a reporting system for your accounting unit to reconcile the monthly bank statement.

Do travelers need to have a state-issued cell phone to use Conferma?

No, the Conferma mobile app may be used on a personal smart phone or tablet as well. This app is available through both Android and Apple app stores and is completely free. The only two requirements for using the Conferma mobile app are:

The traveler needs to have a Concur profile.
The traveler needs to register for the app using the same e-mail address associated with their Concur profile.

If the traveler does use a state-issued phone, please make sure to reach out to your agency’s Information Technology office to allow the Conferma mobile app to be downloaded.

Do travelers have to use the Conferma mobile app to use the Virtual Card Number Program?

The Conferma mobile app is optional but strongly recommended. Travelers without a state-issued phone who do not want to add the app to their personal phone do not need Conferma to use the virtual payments.

How do I make a reservation using a Virtual Card Number?

Book the hotel using Concur. When booking in Concur, you may be presented with a drop-down menu to select the “method of payment”. Select “Virtual Payment” and continue the booking in Concur as you would normally. Please see “How to Book Lodging” for more information.

Reservations can also be booked by calling the Travel Management Services company, CI Azumano, and speaking to a travel agent. When calling to book with a travel agent, let the agent know you would like the hotel to be paid for virtually.

Will a new Virtual Card Number be issued with every trip?

Yes, a new Virtual Card Number is issued/assigned for each hotel reservation. For example, if a traveler has three upcoming hotel stays booked with virtual payments, they will have three different Virtual Card Numbers, one for each stay. Virtual cards are hotel industry- and date-specific and cannot be used at other locations or on dates for which they were not issued.

What should I do when checking in at the hotel?

Let the hotel front desk know that a credit card authorization form has been sent to the hotel.
Provide the last 4 digits of the Virtual Card Number to the hotel front desk staff.
If the front desk does not have the authorization form on file:
1. Open the Conferma app.
2. Ensure the correct email or fax number is listed for the hotel, edit it if necessary.
3. Resend the authorization form.
4. For travelers who choose not to use the Conferma app, please call your agency Travel Coordinator(s) for further help.

Please see the “Conferma App Guide” for more information.

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

What if the hotel requests to see a physical copy of the Virtual Card Number (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); therefore, ask the hotel front desk to look for the credit card authorization form in their internal system(s).

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

If they do not have a record of the Virtual Card Number, the traveler has 3 options:

Option 1 - Launch the Conferma app and follow the steps to resend the Credit Card Authorization form to the hotel. Please see the “Conferma App Guide” for more information.

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

Option 3 - Use a personal credit card to pay for the hotel and seek agency reimbursement. Please report any issues to your agency Travel Coordinator(s).

What should I do when I check out of the hotel?

Do not use express checkout or the folio that is delivered under your door. Make sure to allow enough time to check out in person at the front desk.
The hotel should charge the room, tax, resort fee and parking to the Virtual Card Number (VCN). Any other incidental charges should be charged to your personal credit card.
Double-check the last 4 digits of the card they have charged. If the hotel has charged the wrong card, have it corrected before leaving the property.
Request 2 folios, one for the VCN-paid room, tax, resort fee, and parking, and one for any personal/incidental expenses charged to your personal credit card.

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

This scenario may occur because the initial credit card authorization form is sent to the hotel 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 refuses to provide a VCN 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.

What if I have to cancel my hotel reservation?

Please cancel your hotel reservation online through Concur or by calling the travel agency at 1 (877) 454-8785. Please make sure to note the cancellation number for future reference if needed.

Keep in mind that the Virtual Card Number does not change the requirement to comply with the hotel’s cancellation policy.

What if I have to change my reservation?

Changes can be made to an existing hotel reservation online through Concur or by calling the travel agency at 1 (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.

Never make a change directly with the vendor unless instructed to do so by the travel agency. Any changes made directly with the hotel will not be updated in Conferma and will result in a virtual card decline.

What are the hours of operation for the travel agency?

The state’s contracted travel agency, CI Azumano, is available 24/7. You can reach the travel agency at 1 (877) 454-8785.

What should I do when submitting a reimbursement claim and a Virtual Card Number was used?

Refer to your internal travel unit or Travel Coordinator(s) for further guidance on your agency’s travel expense reimbursement process.

Whom do I contact if I have questions related to Virtual Card Number?

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

Whom do I contact if I have an issue with the Conferma app?

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

Travel Coordinators and Accounting Officers

When will this be available to my agency?

The Statewide Travel Program began gradually rolling out Virtual Card Numbers (VCN) for all state agencies and departments in 2019.

Agencies/Travel Coordinators who are interested in implementing VCN should contact StatewideTravelProgram@dgs.ca.gov to schedule an intake meeting. The Statewide Travel Program collaborates closely with agency liaisons to ensure a flexible and smooth transition tailored to each agency’s specific requirements.

Does my agency have to adhere to certain user requirements to use Virtual Card Number (VCN)?

Travelers and Travel Coordinators must undergo VCN training before it is rolled out to the agency.
Accounting administrators must receive training on the new reconciliation process for VCN accounts.
Agencies/Travel Coordinators must communicate VCN requirements and updates with travelers so that they can effectively use the VCN.
Travelers must include a copy of their itinerary when submitting their travel reimbursements (applies to executive branch agencies).
A shared email inbox should be set up so travelers can send a copy of their hotel folios to accounting staff (for account reconciliation).

Is the Virtual Card Number (VCN) program mandatory?

The VCN program is mandatory for state agencies and departments. State agencies and departments cannot exclude employees from using the VCN, as travelers are entitled to this program to reduce their financial burden while traveling on state business.

For further information, please contact Statewide Travel Program at StatewideTravelProgram@dgs.ca.gov.

Is there a transaction or service fee charged to our agency to use Virtual Card Number (VCN)?

There is a fee for each VCN deployment associated with every hotel reservation. Due to improved program compliance, however, the Department of General Services will cover the VCN deployment fee on behalf of participating agencies. If, at any point, an agency does not meet the Statewide Travel Program user requirements, the agency will be financially responsible for the VCN deployment fees.

Is there a system for Accounting Administrators and/or Travel Coordinators for Virtual Card Number (VCN)?

The available system is SNAP/Conferma Online; a web-based online reporting tool. It enables accounting administrators and Travel Coordinators to access all VCN deployments and transactions. In addition, SNAP allows the download all hotel folios from these VCN transactions. The tool collects specific traveler data, making reconciliation easier.

What is the difference between SNAP/Conferma Online and Conferma mobile app?

Only Travel Coordinators and accountants have access to the SNAP/Conferma Online tool. The SNAP/Conferma Online tool allows Travel Coordinators to:

View all Virtual Card Number deployments
View all Virtual Card Number transactions
Download hotel folios
Download hotel/traveler data

Travelers have access to the Conferma mobile app. It is strongly recommended that virtual card users download the Conferma mobile app to help manage their virtual card reservations. The Conferma mobile app allows users to:

View their Virtual Card Number deployment [full 16-digit card details are only viewable on the day of check-in through 24-hours after check-out]
Resend the Virtual Card Number credit card authorization form to the hotel
See the communication history between the Conferma system and the hotel
Upload hotel receipts to your accounting team.

How will the Virtual Card Number (VCN) transactions be reconciled?

Statewide Travel Program has set up a 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(s), you will have access to a VCN account reconciliation report to help you. You will also have access to all VCN transaction details in the online Travel Payment Services portal for auditing purposes. The VCN reconciliation report will provide a traveler name for each hotel transaction, and it will include custom accounting/billing code data if it the agency has hard-coded that data 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.

Can we use Virtual Card Number (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. To book conferences and room blocks, please contact the current Travel Management Company, CI Azumano at 1 (877) 454-8785, for assistance using VCN to book a conference rate/room block.

Can we use the Virtual Card Number (VCN) to book for guests?

Only a CI Azumano travel agent can use VCN to book lodging for guests/non-profiled travelers. Call CI Azumano at 1 (877) 454-8785. During the call, request the lodging be paid with a virtual card.

Currently, VCN cannot be used for guest booking online through Concur.

The Statewide Travel Program recommends agencies create a profile for every traveler, regardless of how often they travel. This allows agencies to:

Maintain travel information and preferences
Track trip history
Manage unused ticket credits
Use VCN for lodging reservations

Please see “How to Book for a Guest” starting at 2:14 minutes, for information on how to create a profile for non-employees.

Non Participating Hotels

It is the Department of General Services (DGS) Statewide Travel Program’s intent to provide our travelers with the most updated information as possible. While it is our hope that eventually all hotels will accept the virtual cards, at this time they do not.

If your agency participates in the virtual card program, there will be an "*Important Note" that pops up in Concur above the "Room Options" when selecting a hotel property that does not accept the virtual card. The notice will state that if you choose to proceed with the hotel reservation, you will be required to provide a personal form of payment for the room rate/tax/fees upon check-in, and then seek reimbursement from your agency.

Some hotels will accept the virtual card number but require that their own online authorization form be filled out. The form or a link to that form will have to be requested from the hotel and filled out with the virtual card information that can be obtained via the Conferma Pay app. This process is the responsibility of the traveler and will not be completed by either the DGS Statewide Travel Program or the state’s authorized travel agency.

If you have any additional questions, please feel free to contact us at StatewideTravelProgram@dgs.ca.gov.

Virtual Payment and Virtual Card Number (VCN)