Why can't I process an American Express payment?

Modified on Mon, 24 Jan, 2022 at 12:46 PM

In order to be able to process an American Express card payment through Hop, you first need to ensure that your Payment Gateway Provider has included this in the setup of your account. (If not, you will need to reach out to them and ask for this to be arranged - they will then assist you in liaising with American Express to set this up.) Otherwise, when you try to process a payment using this card type you will see an error message with wording similar to this: Error: SGS-005002: The merchant is not setup to support the requested service. 


Once your Payment Gateway Provider has confirmed the setup is complete, you should also go to Administration > Option Sets and check that American Express has been added as a Credit Card Type (and that it is spelled "American Express" not "Amex" or anything else) so that it appears in your drop-down menus when adding a transaction. If not, simply click on "+Add" and then input the wording before saving your changes: 



N.B The "Sort Order" will determine what order the card names appear in your drop-dropdown menus. 

Was this article helpful?

That’s Great!

Thank you for your feedback

Sorry! We couldn't be helpful

Thank you for your feedback

Let us know how can we improve this article!

Select at least one of the reasons
CAPTCHA verification is required.

Feedback sent

We appreciate your effort and will try to fix the article