Frequently Asked Questions (FAQ): Payments
Clearent
Overview

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

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.

Getting in Touch With Us

If you have any questions or need further assistance, please let us know. We'd be happy to help!