Partnering for Seamless Service: Navigating Common Questions Together

December 6, 2023
Reading Time: 2 minutes

Onyx CenterSource exists to enable stronger business relationships between hotels and travel agencies by removing friction from the payments process. When hotels pay agencies the money they’re owed faster and agencies receive much-needed supplier revenue more quickly and easily, both parties are freed up to focus on more strategic, revenue-generating activities.

To achieve these benefits as an Onyx client, it’s critical that you can quickly and easily interact with us when needed. That’s why we’re sharing the most common support requests we’ve received from our clients throughout 2023. If you’re experiencing a challenge, these tips will likely get you back on track, fast.

What’s my log-in password?

Forgetting your login details can be a common hurdle, but similar to other websites, you can retrieve your password by selecting ‘Forgot password’ or the ‘Reset your password’ option in your client portal. For infrequent users, be aware that access is deactivated after a year of inactivity. If that happens, simply contact us and we’ll be happy to help.

How do I update my information?

The importance of accurate and up-to-date information cannot be stressed enough, especially when it comes to facilitating quick, accurate payments. Regularly updating your profile to reflect changes in personnel or banking details can help avoid service disruptions that could ultimately impact your bottom line.

  • Bonus Tip: Changes to your account are restricted to authorized users only. To ensure the utmost security of your information, we implement rigorous verification procedures. Any individual contacting our support team for account modifications must be the authorized contact. Moreover, we may request additional verification details, such as your hotel chain and identifier, IATA number, or assigned ID if you are affiliated with a travel agency. Similar to the stringent verification required at a bank for account changes, we prioritize security in all interactions.

Why does it take so long to receive my payment?

Delays often occur before Onyx receives funds, and the need to issue physical checks can further extend the timeline. Onyx must receive payment from a hotel before releasing it to an agency, so delays occur when we haven’t yet received it. Once we receive payment, we’ll work diligently to get it processed.

What should I do when the payment amount is inaccurate?

Onyx acts as a payment processor but doesn’t determine actual commission amounts. While we can provide some helpful information, in the case of payment discrepancies, an agency’s primary contact should be the hotel.

Need Other Assistance or Support? We’re Here for You

If you need assistance outside of the most common issues addressed above, please thoroughly complete our Web to Case Form, which will ensure we understand your issue and can respond promptly. Providing as much detailed information as possible outside of the mandatory fields will help us address your query faster and more efficiently. You can also call our dedicated support line at +1 888-417-4811.


Ambra Roveda joined Onyx in 2023 as the company’s first Vice President of Support Operations. She brings 15 years of experience in the aviation and tourism industry and is passionate about customer service, customer experience and operational excellence.

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