Trouble with an American Express Card

[glassguy]

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?

[Thermopro]

I do want to throw out there that Monday square head a service interruption for several hours that was finally complete I can't remember what time it was maybe 1:00 p.m. eastern time. And the very next day I'm having this issue so I can't help but think maybe it is a server or issue with their server? LOL

[MayaP]

We did have disruption, but that has been resolved. But also is that when your payment was processed, on Monday? Is this happening with every seller and card brand? Or just with this one seller and Amex? There haven't been reports from other seller community members reporting they can't process payments. We certainly want to make sure this gets resolved if you are experiencing issues actually taking payments, but if this is an isolated incident with one seller we cannot override the payment @Thermopro. 

[Thermopro]

It is isolated to just him and his American Express card I did process visa and MasterCard up until this point. No he didn't process on Monday because it was down so we didn't even run it he called me back Tuesday morning and that was the first attempt. He uses that same card everywhere else even did today showed me receipts I mean and like I said I spoke with Amex and they said it was being approved and then returned right back to you guys or something like that. She said they were approving it but then for some reason it would reverse to a decline.

[Thermopro]

Something I just quickly thought of. Could there possibly be some sort of limit that I'm reaching with this particular customer?

[BernadetteA]

Hi @Thermopro 👋

I have never heard of this happening, but it seems quite a few sellers have brought this up! 

Someone posted the following, "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." but I would like to look into this a bit more to confirm. 

Is this the first time you have been unable to process an American Express card? 

[ToDoinDestin]

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?

[Mreynolds]

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.