Issue completing order online- Zip code missing error

[newstorybrewing]

We are a new user with Square Online in the United States. We had a customer attempt to checkout on an Andriod phone through our Square Online website, using Chrome, using an American express card. They were not able to pass checkout validation and were given a error notice that 'Zip code' was missing - even though no zip code was never a field provided.

The customer was successful using the desktop but could never complete a purchase on their mobile device. Is this a known issue?

** The title of this has been updated from the original - Customer using AMEX cannot complete purchase because zip code isnt entered - mobile**

[MayaP · Accepted solution]

Hey @newstorybrewing – I appreciate you reaching out. Sorry to hear the seller had some trouble purchasing on their Android device—glad to hear it eventually went through. Has this happened with other sellers as well? It’s not something I’ve come across often, but here are a couple of tips that might help if it happens again:

1. Try rebooting the device
2. Switch to a different browser on the mobile device
3. Use an incognito browser 

Let me know if it comes up again—I'm happy to keep looking into it!

[mypathkaren]

We are experiencing the same issue. Can't complete an AMEX transaction on a laptop with chrome or chrome incognito, also tried different computers. Zip code field does not appear on check out so we get an error. Verified card works and info is valid. 

[MayaP]

Good morning @mypathkaren, and thanks for reaching out. It’s disappointing to hear that you're also experiencing issues.

What kind of error message do you get? How long has this been happening? This is with every AMEX transaction? 

[mypathkaren]

The zip code field does not appear in the payment info screen when the card info is entered. It does NOT happen with all AMEX cards. Looks like it happens with cards starting with 34.

[MayaP]

How are you processing payments on a laptop? Through the Virtual Terminal? Can you show me what you are seeing on your end? @mypathkaren 

[mypathkaren]

this is using a payment link. Tried various browsers and devices and have the same result. 

Ended up having to set up a paypal link to get this done.

[MayaP]

I am sorry it wasn't working for you @mypathkaren. You should be able to enter a zip code with a payment link. I tested this on my end, and I could. If you would like me to troubleshoot this further, I will need a screenshot of what you are seeing on your end. Thank you!