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Recently, Aspire won’t let us save an American Express payment method because the card number is only 15 digits.  We have clients who set up their payment method in the past and pay us via AmEx and it works just fine, but now when we try to enter it for the client or if they try to enter it in their portal (we’re on Portal 1.0), the Save button is greyed out.  The advice I was given is to enter it directly into CardPointe/CloverConnect and then record the payment manually in Aspire.  Doing it that way doesn’t save the card info in Aspire, so they can’t pay through the portal in the future.  Does anyone have a better way of doing this? 

Hi Lacey!

I’m working with our payments team to see if there is a better solution or workaround here - at this time, both Aspire and the customer portals expect a 16-digit card number for saving and processing payment methods, so you’re doing the next best thing by using the CardConnect portal. Since both portal versions leverage FiServ/CardConnect to securely save payment methods, the functionality between portal versions is very similar in this regard.

That said, upgrading to Customer Portal 2.0 comes with a lot of benefits! The new version offers significant advantages over the legacy portal, including an improved user experience, enhanced payment configuration options (such as setting min/max amounts and disabling specific methods), and full support for mobile devices. You can check out our transition guide to get started, and Customer Portal 2.0 to learn how to configure the new portal.

Let me know if you have any other questions - happy to help 🙂

Thank you, Julia.  How were our clients able to enter AmEx cards as their payment method in the past and now they cannot?  Also, can you please update me when you hear back from the payments team with a better solution?

​@laceybusse I’ll absolutely get you an update once I learn more! Do you have an approximate time frame in which you believe clients were able to enter AmEx cards successfully? Was this in the portal or Aspire? I will keep looking into this, and let you know. 

Hi Julia,

I can see in Aspire who created the payments, but I can’t see if the payment method was created in Aspire or in the portal.  It looks like our clients were able to create AmEx payment method in the portal in 2024.  

Hi ​@laceybusse!  I tested this myself, spoke with our payments team, and directly with FiServ. All confirmed that AmEx cards can be entered and saved in the portal. FiServ stated that they support all card types and expect a 15- or 16-digit card number to be entered, so this appears to be an isolated issue.

The biggest change to portal payments was back in July, when we required CVV entry. Could the client be entering a 3-digit CVV instead of AmEx’s typical 4 digits? That’s my next thought on what might be causing the issue...

If that doesn’t resolve it, I’d recommend opening a Care ticket, so we can discuss details of this specific card privately/securely 🙂

Hi Julia,

That solved it!  We were entering a 3 digit CVV when it should have been a 4 digit.  I’m so used to having only 3 digits in the CVV, I never thought of it that that might be causing the save button to continue to be greyed out.

Thank you so much!

Lacey

Ahh I’m glad it was an easy fix! Have a great week 🙂

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