Troubleshooting POS card payments

Adyen

Payment details are not supported

You may encounter an issue where you cannot take a payment using the Adyen MOTO payment method with an AMEX card.

The error you see is "Sorry but your payment was declined (Payment details are not supported). Please correct your details and retry."

Reason

There are a number of possible reasons why this message is returned. In general, it means there's an error in your payment configuration.

Resolution

  1. Check if the currency that you are using in the transaction is configured for this payment method. Some paym­­­ent methods such as SEPA direct debit (EUR) only support a single currency. Other payment methods can be enabled for a variety of currencies.
    Please visit the Adyen Customer Area and go to Account > Payment Methods while on the merchant level to configure this. 
  2. Check the minimum amounts set for each payment method. Please visit the Adyen Customer Area and go to Account > Payment Methods while on the merchant level to configure this. 
  3. Check that the payment method is correctly added to your account. Guidance can be found here for MOTO payments with Adyen.
  4. Check if a recurring payment was attempted, which may not be supported for the payment method, or configured incorrectly. Please refer to the Payment methods overview in Adyen to see if recurring is supported for the payment method.
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