thread Re: Trouble with an American Express Card in Archived Discussions (Read Only)

Trouble with an American Express Card

glassguy — Tue, 14 Jun 2016 16:55:39 GMT

We are new to Square and have been doing great and like the user friendly ability of the square, but we have had one glitch and are looking for help. My husband has a client paying wth an American Express card, and had to input it manually. Unfortunately, the transaction did not go through. He tried several times, so we are looking for help with manually inputting this American Express Card.

Anyone else having this problem?

Re: Trouble with an American Express Card

mremele — Tue, 14 Jun 2016 17:07:11 GMT

Here's two thoughts:

1)the CVV code for Amex is the 4 digits on the front, not the 3 on back like Visa & MC.

2)The zip code. Are you sure it's right? I don't know how you would verify, but maybe that's it.

Re: Trouble with an American Express Card

Peaches1234 — Tue, 13 Sep 2016 19:17:22 GMT

Thank You, for your help, with the problem with American Express cards. I didn't know, your answer was very helpful.

Re: Trouble with an American Express Card

Peaches1234 — Tue, 13 Sep 2016 19:26:51 GMT

Thank You, for your help, with the problem with American Express cards. I didn't know, your answer was very helpful.

Re: Trouble with an American Express Card

Easypeasyappare — Sun, 13 Jan 2019 20:23:53 GMT

I ,too, am new to square and accepted an American Express card only to never receive the money . I don't know how to handle this.

Re: Trouble with an American Express Card

Chad — Wed, 16 Jan 2019 00:51:24 GMT

Hello @Easypeasyappare!

That sounds super weird. Have you tried looking at your Deposit Reports for this payment? If you click on the deposit date you'll get a breakdown of each payment included in the deposit and the card type.

Customer's American Express card does not have a 4 digit code on the front.

Nonajeanne — Sun, 28 Apr 2019 02:02:05 GMT

We have tried all sorts of ways to get her card accepted. She called AE to ask about a 4 digit code and their bank doesn't use them on the card. How can we make this work?

Re: Customer's American Express card does not have a 4 digit code on the front.

nika — Tue, 30 Apr 2019 16:27:01 GMT

Hi @Nonajeanne! Thanks for posting your question.

This thread has some helpful tips when accepting AMEX. If your customer doesn't have their 4 digit security code on the front of their card, they definitely should be able to contact either AMEX or their bank to get this information.

Another thing I would check to see is if it is a prepaid card. If it is, you should just be able to use the 3 digit security code on the back of the card. But first, your customer would have to register the card with a billing address and zip code. This article on Cards Accepted by Square might be helpful as well.

Hope this helps!

Re: Trouble with an American Express Card

Kaderprinting — Sat, 28 Sep 2019 16:34:48 GMT

We are also having issue with American Express transactions with two separate clients. In both cases we have the four digit cvv from the front and the correct zip code. Help as this is becoming an issue.

Re: Trouble with an American Express Card

kellyj — Sun, 29 Sep 2019 16:32:25 GMT

@Kaderprinting

You'll want to check with your customer and have them speak with AMEX. If you have entered all the relevant information into Square and it's still not being approved - it's most likely the decline is coming AMEX and we'll want to find out the reasons.

Sometimes there may be limitations on your MCC or a cap that Amex is not authorizing due to security reasons. It's always best the buyer reach out and get information on why the transaction is being declined.

Re: Trouble with an American Express Card

sswf2020 — Mon, 06 Jul 2020 19:29:41 GMT

I have used American Express several times and I have a customer that has been declined twice? It is a good card and I have all the correct information. This is embarrassing and you have now placed two two holds on her account?

Re: Trouble with an American Express Card

sswf2020 — Mon, 06 Jul 2020 19:34:21 GMT

My customer is in touch with AMX and they say it's on my end. They have now taken $150.00 out of her account twice but declined it with me twice. Very embarrassed. Please help. She needs this service in the morning. I need these charges OFF HER CARD!

Re: Trouble with an American Express Card

AshleyK — Tue, 07 Jul 2020 12:30:55 GMT

@sswf2020 It sounds like the holds on your customer's cards are actually pending charges from the declined payment and they will fall off of their bank account. Unfortunately, we cannot push declined charges through, but you can show your customer their card has been declined under your Transaction Status report in Dashboard.

I would recommend trying a different card to get this payment to go through.

How do we charge an American Express Card?

carterlamb — Sat, 28 Nov 2020 16:32:55 GMT

How do I manually enter a charge for an American Express Card? It has the 4 digits CVV2 code instead of CVV. Can someone please help?

Re: How do we charge an American Express Card?

isabelle — Sun, 29 Nov 2020 20:59:30 GMT

Hey @carterlamb!

Thanks for posting in the Seller Community and great question! 💡

The CVV code for American Express cards is four digits long and is printed on the front of the card.

If you are processing an American Express card and do not have all four digits, you will need to contact your customer for the missing information before proceeding. Please be aware that even if the first digit is a zero, it will need to be entered along with the rest of the numbers. Does that make sense?

Re: Trouble with an American Express Card

TPPlumbing00 — Thu, 28 Jan 2021 02:03:53 GMT

We are having the same problem, only with Amex. I have entered all the info in right, customer calls and they say there is no issue on their end. Why won’t Amex works

Re: Trouble with an American Express Card

Tarra32 — Sat, 24 Apr 2021 17:04:07 GMT

We have also had this problem with not being able to manually enter numerous Amex customers cards. So the solution is to have the customer call Amex to see if it's declined??

Re: Trouble with an American Express Card

Joe — Sat, 24 Apr 2021 17:17:16 GMT

Hi there, @Tarra32 - that's correct. Kelly stated the best course of action above. You'll want to check with your customer and have them speak with AMEX. If you have entered all the relevant information into Square and it's still not being approved - it's most likely the decline is coming AMEX and we'll want to find out the reasons.

Hope this is helpful!

Re: Trouble with an American Express Card

ToDoinDestin — Thu, 01 Jul 2021 16:44:49 GMT

I've read through the issues, but the problem my client is having is that Square's CVV code box doesn't allow 4 digits, so she isn't even able to enter all the info to GET it approved. Is there a solution to this?

Re: Trouble with an American Express Card

Mreynolds — Sat, 08 Jan 2022 15:15:29 GMT

I found this online: Have the customer remove the last digit of the credit card number, then enter the 4-digit AmEx CVV code, then add the last digit of the credit card number.