Hi @Steeve,
Thank for reaching out to the Community on this - Welcome!
If you've already checked that you're eligible to accept Clearpay payments, and ensured that the feature is enabled for both Online and In-person payments (under Account & Settings > Business information > Payment Methods), then it may be worth reaching out to our support team to see if they can provide more insight, if payments from multiple customers are being declined.
If it's just been one customer, there are a number of reasons why their payment may be declined. For example, the customer must have at least 25% of the purchase price available on their card for their order to be approved. You can find more information on the reasons why Clearpay may not authorise a customers transaction, here.
Generally speaking, if you see one of the following four errors when a payment is declined, it would indicate that the issue sits with the customers account, rather than your Square account:
- Declined. Card has expired. Please use a different card.
- Declined. Please use a different card.
- Declined. Please have cardholder call issuer before retrying transaction.
- Declined. Please verify the card number, expiry date, CVV, and postcode.
I hope this helps, but if it is happening more frequently than you might expect, don't hesitate to reach out to our Customer Success team for support.
