Overview

The following section will highlight potential errors you may encounter with Clearent along with possible solutions.

To submit a Clearent support ticket, please see the Export Support Ticketing page.

Potential Errors
  • If the card is declined by issuer:
    • Contact the card issuer / financial institution for more information or try another card.

  • If the device says it wasn't able to go "online":
    • Make sure you are connected to either your Wi-Fi or cellular network and verify your connection in the MobiWork app (by viewing the button on the top left of your screen) --
    • If you see no issues with your connection, call Clearent support at 866-435-0666, option 1, or call MobiWork Support at +1 (888) 662-4975, option 1.

  • If the Bluetooth reader is disconnected:
    • Be sure you are keeping the Bluetooth reader within 5-10 feet of your smart device, then try to take the payment again, or
    • Try taking the payment manually.

  • If the CSC is incorrect (manual payment only):
    • Verify the CSC/CVV code (3 or 4 digits) is correct and try the payment again.

  • If the expiration is incorrect (manual payment only):
    • Verify the expiration date is correct and in the proper format of MMYY (no slashes), then try to take the payment again.

  • General payment failed:
    • Please call Clearent Support at 866-435-0666, option 1, or MobiWork Support at +1 (888) 662-4975, option 1, for further assistance.

  • If the CSC/CVV is incorrect:
    • Verify the CSC/CVV code (3 or 4 digits) is correct, then try to add the card again.

  • If the expiration is incorrect:
    • Verify the expiration date is correct and, in the proper format of MMYY (no slashes), try to add the card again.

  • General error:
    • If you require additional assistance, you can contact:

      • MobiWork Support at +1 (888) 662-4975, option 1.

      • Clearent Customer Support at 866-435-0666, option 1.

      • If you need help with the PCI Compliance Survey, please call the PCI helpdesk at 855-864-1732.

CVC Errors

If you recieve the message, "error: zXmlString cannot be empty or null" or "Payment Transaction failed, possibly incorrect CVC" this means that the CVC (the three digits on the back of a credit card) was entered incorrectly when trying to process the payment.

Storing Credit Card Data for Future Payments

For more information on how to save a credit card in Clearent, please see the Clearent page.