Hi @qldfast,
I haven’t seen any other reports of AMEX cards declining on Square Terminals, so it doesn’t look like there’s a broader issue right now.
I’d recommend starting with the steps in our online guide: Troubleshoot Payment Errors on Square Terminal.
That said, since this seems to be affecting only a specific group of payment cards while others are processing successfully, this issue is best directed to our Support Team. Mainly because this is a public forum, we’re unable to safely collect the details or verification needed to properly investigate your payments here.
Our Support Team may need to escalate this to our engineers if there’s a confirmed pattern with AMEX declines on your device.
They’ll likely request a diagnostic report from your Terminal to help investigate further. In the meantime, it’s still worthwhile completing Steps 2, 3, and 4 from the guide (as long as you don’t have any pending offline payments).
Since you’re using a Square Terminal, you also have access to 24/7 phone support by calling 1800 760 137 (AU contact number).
When you reach out, it’s helpful to have the following details ready:
1. When did the issue first start?
2. What error message do you see when attempting a payment (a screenshot/photo helps)?
3. When was your device last updated (you can mention that you’ve followed the troubleshooting steps)?
4. Can you provide three examples of AMEX declines (transaction total, date, and time)?
If the issue happens again, try to capture a photo of the error message on your screen. I’d also recommend continuing to accept AMEX payments to test if the troubleshooting steps resolve the issue, but if a decline appears, have the customer use another payment method in the meantime.
And of course, if you have any trouble getting this resolved with Support, please let us know here and we can follow up.
Laurie
Community Moderator, Australia, Square
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