Are Amex transactions handled differently in VT than on pages? Ours are all declining

[SFConsult]

Hello again oh helpful CP Admins!

We are having quite a bit of success with out deployment of CP, and in all, we really love it. However, it seems after adding AMEX to our system, we cannot process them through the Virtual Terminal. Online is all set, but the virtual terminal via salesforce is declining every card...

We searched the knowledge base and tried a couple things, I even entered a card twice exactly how it should be and still declined. Our Account# is 26899, please let me know if there is something I am missing or ought to check.

Thanks in advance - you guys are great!

Mike

[CnP.Support]

Good day!

Your account may not be set up with AMEX.

May I ask what is your account number?

[CnP.Support]

Good day again!

We located your account based on your profile. Your account is not set up for AMEX and that is why it is being declined.

We have submitted a request to Transfirst and they will set up AMEX and notify you.

Sorry for the inconvenience but AMEX needs to be requested for old accounts. All new accounts have AMEX automatically added but the old accounts set up prior to November 2013 need to request AMEX.

[SFConsult]

Sure, thank you, our account number is 26899

[SFConsult]

Many thanks! I appreciate the sleuthing!
Mike