Square Site and Clearpay - ISSUES

[CrackinEventsLt]

Hello everyone, we are experiencing issues with accepting clearpay payments through our Square Site. Clearpay itself is enabled for our site however when a customer selects clearpay on the check out screen they get an error stating 'Use a different payment method'. The items we are selling are physical goods and created as such. Funnily enough we can create an invoice through our standard business (we have both a business profile and square site) and the customer can successfully pay through clearpay by this manner.

Any help or advise would be appreciated! 

https://crackinevents.square.site/

[Sineaid]

Hi @CrackinEventsLt,

Thanks for your post, and welcome to the Community. 

Ordinarily, if you see any of the following four errors when a payment is declined, it would indicate that the issue sits with the customers Clearpay 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.

Could you let me know if all Square Online Clearpay transactions appear to be failing, or it's just the one customer that has reported this?

Also, when you've successfully processed an Invoice payment via Clearpay, was it for a customer who'd previously had a payment declined via your site?

[CrackinEventsLt]

Hello, it’s not declined. The customer can’t even log into clear pay. They can pay by card but as soon as they select Clearpay as the option this error appears. This happens with every customer including myself, nobody has been able to check out using Clearpay. The sites had about 100 orders. 

[Emlleee]

We are having the same issue. It’s saying for my customers this person doesn’t accept clearpay. When we do. Not their end. Definitely something through square. 

[Sineaid]

Hi @Emlleee,

Welcome to the Community, and thanks for letting me know you're experiencing a similar issue. 

I've reached out to our Clearpay team directly about this, and I'll update both yourself and @CrackinEventsLt, as soon as I have a response. 

To be clear, are you having trouble with in-store Clearpay transactions, or it's online only @Emlleee?

[Emlleee]

Online