Why is Clearpay not working for placing orders? – Clearpay Merchant Support

There are several reasons as to why an error may occur on your Magento store’s checkout page when Clearpay as the payment method is attempted.

Please refer to the Action section to further understand and resolve the challenge.

Please review and follow the various reasons and solutions below:

Consumer Declined by Risk Assessment
- Cause:
  - Clearpay uses real-time risk assessment processes to evaluate every transaction. The order may be declined based on current risk signals or spending behaviour. This is a key measure to support responsible spending and to protect both the merchant and the customer from potential financial risk.
- Solution:
  - We recommend advising the customer to follow the steps outlined in the support article linked here. It provides guidance on why an order may be declined and what actions can be taken to resolve the issue or improve their eligibility.

Insufficient Funds or Card Issues
- Cause:
  - The customer may not have sufficient funds in their account at the time of purchase, or they might be using an unsupported, expired, or declined payment card. Since Clearpay performs a real-time payment method check, such issues can lead to a transaction being declined.
- Solutions:
  - We recommend advising the customer to follow the steps outlined in the support article linked here.
  - Merchants can recommend the customer to check that they have enough funds available and that their payment card is valid, active, and supported by Clearpay. If the issue persists, they can try using a different card or refer to this support article for further assistance.

Incorrect or Incomplete Integration
- Cause:
  - Issues with plugin installation, outdated extensions, or missing configuration settings (e.g., incorrect Merchant ID or API credentials) can prevent orders from processing.
- Solutions:
  - How can I obtain the secret key for web integration? - UK
  - Why Is Clearpay Not Functioning On My Site?

Plugin Incompatibility
- Cause:
  - Plugin incompatibility can occur when using an outdated version of Adobe Commerce (Magento), unsupported third-party modules, custom themes, or heavily modified checkout flows. These conflicts may prevent Clearpay from functioning as intended.
- Solutions:
  - We recommend testing your Clearpay integration in a clean sandbox environment to isolate the issue. Start with a standard Magento installation and then add your plugins, themes, or customizations one by one. This approach can help identify the specific conflict affecting Clearpay's performance.
  - Ensure the latest version of the extension is installed.

Missing or Invalid Order Data (400 Bad Request)
- Cause:
  - Orders missing key fields (like billing address, phone number, or total order value) may not be accepted by Clearpay, and 400 Bad Request error codes will be returned if key fields are missing.
- Solution:
  - This indicates that there’s an issue with the data being sent to our API. Verify the information you’re sending through and ensure it meets our format and validation rules.

Servers temporarily down (503 Service Unavailable)
- Cause:
  - 503 Service Unavailable: 503 error indicates that the server is temporarily unable to process the request. This may be due to scheduled maintenance, temporary server overload, or other transient issues causing unavailability.
- Solution:
  - Wait for a short period and try again.

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