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]

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. 

[carterlamb]

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?

[isabelle]

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?