We’re here to help! Here are a few general troubleshooting tips:
- Make sure the store you are trying to purchase from accepts Clearpay. You can view stores that accept Clearpay in the In-Store tab of the Clearpay app.
- Remember to authorise the Clearpay Card from the In-Store tab of the Clearpay app with every new purchase. You will not be able to use the Clearpay Card directly from your Apple Wallet or Google Wallet.
- Ensure mobile data is switched on for the Clearpay app (find this in phone settings for Clearpay, NOT data settings).
- Ensure there are sufficient funds on your card. Generally, we look to see that you have the first payment amount available.
- It may help to reduce your purchase total. Make sure your purchase amount does not exceed the amount you’ve been pre-approved to spend.
Please note
Please note, pre-approval is not a guarantee of approval at the time of purchase.
If you’re an existing Clearpay shopper:
- Your outstanding payments may affect your ability to make another purchase.
- The number of purchases you currently have 'open' with us could affect your ability to make another purchase.
- Previous late payments—even those made before a late fee is charged—will reduce your spending limits on future purchases, both in store and online.
If you’re a new Clearpay shopper:
- We start new shoppers with a lower spending limit that typically increases over time with more purchases and good payment history.
If you received an error message, here are additional details that may help you troubleshoot:
|
Error Message |
Description |
|
Your order didn’t go through Tap to authorise the Clearpay Card in the app and try again. |
Remember to authorise the Clearpay Card from the In-Store tab of the Clearpay app with every new purchase. You will not be able to use the Clearpay Card directly from your Apple Wallet or Google Wallet. |
|
Clearpay Card not accepted at this store Tap to find participating stores. |
The Clearpay Card is currently available in select locations with select retailers. Explore the In-Store tab of the app to see which retailers accept the Clearpay Card near you! |
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Insufficient Funds Your payment method has insufficient funds. Tap to update it and try again. |
We typically check your card to see that you have enough available for your first payment. Please ensure the card associated with the Clearpay Card has funds available for the first payment. |
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Your order didn’t go through It exceeds your pre-approved spend amount of £X. |
Please make sure your purchase amount does not exceed the amount you are pre-approved to spend. Also note that pre-approval does not guarantee approval at the time of purchase. |
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Your order didn’t go through Clearpay Card purchases at this store must be under £X. |
Please make sure your purchase amount is lower than the retailer’s maximum purchase value. If you’re unsure of the maximum, ask a store associate. |
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Your order didn’t go through Clearpay Card purchases at this store must be over £X. |
Please make sure your purchase amount is higher than the retailer’s minimum purchase value. If you’re unsure of the minimum, ask a store associate. |
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Something’s wrong Your order didn’t go through. Tap to try again, or contact us for assistance. |
Customers typically see this message when there is a concern with the status of their account. Please reach out to our Customer Service team to learn more. |
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You have one or more payments overdue. Make a payment in the Orders tab to continue. Go to orders. |
Clearpay will not allow you to make a new purchase while you have a late payment pending in your account. Please pay off the late payment to proceed with your in-store purchase. |
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You have too many open orders. Pay one off in the Orders tab to make a new purchase. Go to orders. |
Clearpay will not allow you to make a new purchase while you have too many open orders in your account. Please pay off an order to proceed with your in-store purchase. |