References & Troubleshooting
Required fields
A transaction is checked against these fields before it's sent off to Amex. If one is missing, it's declined without reaching Amex.
Field | Where you set it | Set by |
|---|---|---|
dba_name | Configuration | You |
merchant_category_code | Configuration | You |
merchant_email | Configuration | You |
phone_number | Configuration | You (recommended) |
line_1, city, postal_code, country_code | Merchant address | You |
amex_region_code | Merchant address | You |
Routing rule with american_express | Configuration (transaction_routing_rule_id) | You |
amex_config: SE number, Seller ID, payfac name, origin, region, submitter code | Account default configuration | Toro |
Online PIN keys | Account default configuration | Toro |
Troubleshooting
What you see | Likely cause | What to do |
|---|---|---|
The reader rejects the Amex card straight away, for example asking for another card | The reader doesn't have the latest card configuration | See Before you test. |
The receipt shows a different acquirer | The POI isn't using your rule | Check transaction_routing_rule in GET /pois/{id}/context. Check the rule's current_version_id is your latest version, and that no configuration lower in the chain sets a different rule. |
The transaction fails with "unable to select an acquirer" | Every acquirer's weight was 0 for that transaction | Check the rule's conditions match the expected card brand. |
The transaction fails after you change the rule | The rule refers to a parameter it doesn't define | Make sure every value in actions.onSuccess.context is defined in localParams. See Add a version. |
The transaction fails with a message about merchant_email | No email set | Set merchant_email on the configuration. |
The transaction fails with a message about the address or region code | Merchant address incomplete | Set line_1, city and amex_region_code on the merchant's address. |
Amex declines the transaction | Amex's decision on the card or the transaction | Check response_code and response_reason on the receipt. If you think the decline is wrong, contact Toro support with the receipt id. |
When you contact Toro support, include the terminal's poi_id, the receipt id and the time of the transaction.