Explanation:
If customers are unable to complete their checkout using Clearpay or are not redirected to the Clearpay payment gateway, it can stem from various issues related to configuration, account settings, or technical conflicts. Below are the potential causes and troubleshooting steps.
1. Clearpay Payment Method Not Enabled in Wix Settings
Explanation:
For Clearpay to be available during checkout, the payment method needs to be properly enabled in your Wix store settings.
Action:
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Log in to Wix:
- Go to your Wix Admin Panel.
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Check Payment Settings:
- Navigate to Settings > Accept Payments.
- Verify that Clearpay is listed as an active payment method.
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Enable Clearpay:
- If Clearpay is not enabled, click on See More Payment Options and look for Clearpay.
- Click Connect and enter the correct Merchant ID and Secret Key from your Clearpay account.
- Save the settings and check if Clearpay appears at checkout.
2. Regional Settings Mismatch
Explanation:
If your Wix store’s region doesn’t match the region that Clearpay supports, the payment method will not be available to your customers.
Action:
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Check Regional Settings:
- In your Wix Admin Panel, go to Settings > Language & Region.
- Make sure your region corresponds with a country supported by Clearpay (e.g., Australia, U.S., U.K., New Zealand, or Canada).
- Ensure the currency is set correctly for your region (Clearpay is tied to specific currencies like USD, AUD, etc.).
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Correct the Region:
- If the region is incorrect, select the correct one and click Save.
3. Clearpay Messaging Not Enabled for Checkout
Explanation:
Customers may not be aware that Clearpay is available if the Clearpay messaging is not activated. This messaging displays during the checkout process to let customers know that Clearpay is an option.
Action:
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Enable Clearpay Messaging:
- Go to your Wix Admin Panel.
- Navigate to Settings > Accept Payments.
- Look for an option called Clearpay messaging and ensure that it’s enabled so it’s visible to customers during checkout.
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Save Changes:
- Save your settings and verify that customers are now informed about the Clearpay option at checkout.
4. Clearpay Account Configuration Issues
Explanation:
If your Clearpay account is not properly configured or there is an issue with the credentials you entered (e.g., Merchant ID or Secret Key), Clearpay will not appear as a payment option.
Action:
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Verify Credentials:
- Log in to your Clearpay Merchant Account and confirm that your Merchant ID and Secret Key are correct.
- If you have entered these details incorrectly in the Wix payment settings, update them with the correct information.
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Check Account Status:
- Ensure that your Clearpay account is active and not in sandbox mode. If it's in test mode, you will need to switch it to live mode to allow real transactions.
5. Clearpay Not Supported in Your Store's Country or Currency
Explanation:
Clearpay is only available in certain countries and with specific currencies. If your store is in a region or currency that Clearpay does not support, customers will not be able to use this payment method.
Action:
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Check Clearpay Supported Countries:
- Clearpay is currently supported in Australia, New Zealand, the U.S., the U.K., and Canada.
- Ensure your store is set up in one of these regions and that the currency matches one supported by Clearpay (e.g., USD, AUD).
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Change Region and Currency Settings:
- If your store is in an unsupported region, you may need to update the region settings in Settings > Language & Region.
6. Technical Conflicts with Other Apps or Wix Features
Explanation:
Sometimes, other third-party apps or customisations to your Wix store can conflict with the Clearpay integration, preventing the payment method from being displayed or used.
Action:
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Disable Conflicting Apps:
- Deactivate other apps or third-party integrations one by one to see if any are causing the conflict.
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Test with Default Settings:
- Temporarily revert to a default Wix theme and disable custom code to test whether Clearpay works in a clean environment.
7. Clearpay Restrictions Based on Cart Total
Explanation:
Clearpay may not be available for carts that don’t meet the minimum order requirement or if the cart exceeds the maximum allowed amount for Clearpay transactions.
Action:
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Check Clearpay's Order Limits:
- Verify the minimum and maximum order limits that Clearpay requires.
- If your cart value falls outside these limits, Clearpay will not be an option.
Important Notes:
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Test Checkout Process:
After making the above changes, it's important to test the checkout process to ensure Clearpay is appearing and customers are being correctly redirected to complete their payment. -
Reach Out to Support:
If Clearpay is still not appearing after performing all troubleshooting steps, we recommend reaching out to Wix Support for further assistance.