Frequently asked questions

General Information

General Information

How does a refund work?

There are several different systems, through which a refund can be processed (gateway, shop module, etc.) and the processing time for each of these systems varies. Some request refunds right away and some request them hourly or daily.

Before the refunded money arrives to the cardholder’s bank account, a refund goes through a number of steps. These steps may vary depending on which system is used to process the refund, but most often the process looks like this:

*Be aware that it is the issuing bank that chooses when the money is transferred to the cardholder’s bank account.

Refunds normally take 2-5 days - but can take up to 10 days.

Unfortunately, the process cannot be sped up.

If you log in to your Clearhaus dashboard, click on the refund you have made, and look under “details”, you can see an ARN number (this number will be shown the day after the refund). This is a tracking number, which can be given to your customer so that they can give this number to their bank, in order to track the money.

How to handle 40416 declines?

The response means “additional authentication required” and can be interpreted as “step up authentication-wise”. In practice this means that you can retry the transaction with “more” 3-D Secure.

Am I charged a payout fee for my rolling resevers?

No, your rolling reserves are paid out free of charge.

Can I change gateway, and still continue to charge my customers through Clearhaus?

Yes, you can. Your current gateway and future gateway can exchange data, and make sure your payments will continue to run smoothly even when changing from one PSP to another PSP.

You should inform your current and future PSP regarding this, and ask them to get in touch with eachother, so they can solve it together.

Can I process MOTO?

MOTO is an abbreviation of “Mail Order, Telephone Order”. This term covers transactions that are processed either through e-mail or through phone, outside of a secure and encrypted enviromnent, where a cardholder either writes or tells their card details to a merchant. This is prohibited by Clearhaus, and our acquiring services must never be used for MOTO transactions.

Can I void an authorization partially?

No, it’s not possible to partially void an authorization. Instead, you have two options:

  1. Capture the full amount, then refund the amount, which the customer shouldn’t be charged.
  2. Capture what you need to capture of the authorized amount, then let the rest of the amount time out.

Daily payouts: Will I receive settlement funds from Clearhaus every day of the week?

No, Clearhaus pays out exclusively on working days, so you can expect to receive payouts from Monday to Tuesday.

I see different symbols in my.clearhaus.com next to the transactions - what are these?

The symbols you see explain the payment method that the PSP used.

Symbol Meaning
Apple Pay - the payment was made using Apple Pay
Google Pay - the payment was made using Google Pay
Card - the payment was made using a credit/debit card
Tokenization - the payment was made using a tokenized version of a card
MobilePay Online - the payment was made using MobilePay Online

What do the different "Flags" in my.clearhaus mean?

Flag Meaning
F Fraud
S Settled
R Recurring
3DS 3D Secure Full
3DSA Attempt for 3D Secure

What does "Status code 40410" mean?

Status code 40410 exposes that the transaction was “Declined by issuer or card scheme”, which can mean two things.

One explanation is, that the card scheme (i.e. Visa or Mastercard) declined the transaction , but this happens very rarely.

The other possible explanation to why the transaction was declined is that the issuing bank decided to decline the transaction. This means that the cardholder’s own bank declined the transaction. This could happen for several reasons, but the issuing bank does not normally pass an explanation to Clearhaus for these declines.

What is a retrieval request - and when will I be charged this?

A retrieval request occurs when a credit card issuer or the cardholder asks a merchant for a copy of a transaction ticket. The request most often occurs when cardholders lose their copy of a transaction and need it for their records, or when questioning a transaction. The fee will occur whenever a cardholder does a retrieval request at their issuing bank.

When is the exchange rate applied?

The exchange rate/exchange fee/FX-rate, is applied when an authorization is processed in another currency than the merchant account is originated in.

For example, a cardholder tries to buy a couple of shoes valued at €100, but when they check out, they pay in USD ($) instead of EUR (€), and the merchant account is receiving EUR from Clearhaus, then Clearhaus will exchange the USD to EUR, which makes the transaction subject for this fee.

Which currencies can credits be processed in?

Clearhaus can do credits (payouts to cardholders’ Visa & Mastercard) in all the currencies supported by Visa & Mastercard - you can see all the currencies they support here.

For example, if a cardholder is from Croatia, and has requested a payout to their card, Clearhaus allows you to send the funds directly from your merchant account to the cardholder, in the currency the cardholder wishes - this does not depend on what currency your merchant account is in.

What does "Status code: 40420 - merchant blocked by cardholder" mean?

This response code means that the cardholder has blocked your online shop from deducting money on their card at any time - this applies to both recurring transactions and regular one-time payments.

Can I change my settlement currency?

Clearhaus offers several settlement currencies, but we cannot change the settlement currency on your current account. Instead, if you wish to change your settlement from i.e. EUR to GBP, you need to submit a new application. We will then give you a new account, MID-number, and API-key, enabling you to split your traffic between EUR and GBP.

Can I change my settlement frequency?

Yes, it is possible to request a change of your settlement frequency, but Clearhaus’ risk and support team will evaluate your request and has the option to turn it down. Often it will be possible to change from daily to weekly payouts and from weekly to monthly payouts.

To request a change in settlement frequency, please get in touch with the support team by sending a mail to support@clearhaus.com.

Can I export data from my.clearhaus.com to my accounting system?

Clearhaus offers data via Storebuddy.dk. They will help you automate the bookkeeping process. They charge a monthly fee, but hereafter a lot of your bookkeeping work will be automated. Read more here. We also supply a lot of information through our API, including all information visible in our Dashboard. Read more here.

Can high-risk accounts have a subdomain added to their current agreement?

It is possible for a high-risk customer to get a subdomain added to their current Clearhaus merchant account, but it has to sell the same things as the primary domain. Adding a subdomain to an existing high-risk account is always subject to an evaluation by the Clearhaus risk and support team. You can request an evaluation of your subdomain by writing to support@clearhaus.com - then the risk and support team will have a closer look at your agreement and the possibility of having the new subdomain connected.

How do I change the password for my Clearhaus account?

Follow this guide to change your Clearhaus password:

  1. Go to clearhaus.com
  2. Click “Log in”
  3. Click “Forgot my password”
  4. Enter your email address
  5. You’ll now receive an e-mail from Clearhaus with a link to reset your password.

How do I invite someone to my.clearhaus?

To invite someone to your my.clearhaus platform, you should follow these steps:

  1. Go to your my.clearhaus.com.
  2. Click on the three dots in the top left corner.
  3. Click on “members”.
  4. Click on “add member”. Here, you simply write the e-mail of the person you wish to invite and send them the invitation. Hereafter, they’ll receive an invitation in their inbox, where they’ll be asked to create a user. They can now log in and see everything in my.clearhaus.

How does a reservation work?

When an online shop makes an authorisation, the relevant amount is reserved on the cardholder’s account. When this amount is withdrawn from the cardholder’s account, the reservation is usually removed - normally within a day. Sometimes it takes a bit longer before the reservation is removed.

After an authorisation has been approved and the amount has been reserved, you (the online shop owner) can cancel the transaction by making a void.

In some cases, an authorisation is rejected with an error code. If this happens, you make a new authorisation that you can make a capture on when you send the goods. When an authorisation is rejected with an error code, the reservation is not always removed immediately. If this happens, you can send a confirmation to your customer, proving that you have received your payment and that the reservation should be deleted. The customer will then be able to go to their bank and ask them to remove the reservation.

A reservation is usually removed after 1-2 days, but sometimes it takes up to 7 days. Some banks even take 30 days to remove a reservation.

How is the exchange fee calculated?

In my.clearhaus.com, you can see that the “exchange fee” isn’t included. This is because we deduct the exchange fee before we deduct our processing fees.

Calculation example:

Original amount: 470.35 USD. Card type: Mastercard Date: 21st of May 2018 Mastercard’s exchange rate at that specific time for USD to EUR: 0.851215 Amount when exchanged from USD to EUR using Mastercard’s exchange rate: 400.37 EUR The new amount will be: 397.97 EUR after we have deducted the exchange fee.

How long does it take to process a refund?

Often, a refund will be processed within 10 days, meaning that it will take up to 10 days from you have requested the refund until the money is in the cardholder’s bank account. In rare cases, a refund can take up to 30 days.

I do not have a bank account for my business yet - can I apply with my private bank account?

We can accept your private bank account as the account we pay out your settlements to if you provide documentation that clearly states that the owner of the company is also the owner of the private bank account. This could be a screenshot of the bank account that clearly shows the account owner’s name.

I made a refund days ago, but the customer hasn't received the money yet - why?

When you do a refund, you can check the status code in dashboard. If the refund has the status code 20000 (approved), the money has been paid out by Clearhaus. It can take up to 10 days before the customer will receive the money in his bank account.

I've been charged more than usually - why?

You can always go to my.clearhaus.com to see a breakdown of the charges. Go to “Settlements” and then click on the period that you are curious about. You will see an overview, including a breakdown of all the fees you have been charged.

If you are still not sure what you have been charged for, please don’t hesitate to contact us at support@clearhaus.com. In case we charge you an authorisation fee, this will be deducted from your settlements on a monthly basis. This could be one of the reasons.

Is it possible to receive monthly settlements that cover the entire month?

Yes, that is possible. When you receive monthly settlements from Clearhaus, each settlement will cover a period from the 1st day of the month to the last day of the month. You’ll receive the settlement a couple of days later, depending on your agreement.

The amount of a chargeback has changed - why?

Often, this is caused by the currency exchange being applied. For example, a chargeback could differ after the exchange rate has fluctuated in value between the day of the transaction and the day of the chargeback.

What does "Status code: 40400 - Backend Problem" mean?

When you receive the status code 40400 Backend Problem, it means that the issuing bank (cardholder’s bank) does not respond to our request to process the transaction quickly enough. Visa/Mastercard give the banks a certain timeframe, within which they must respond to the request. If they do not respond within this timeframe, Visa/Mastercard will reject the transaction.

In some cases, the bank reserves the money on the customer’s card anyway, which is, of course, unfortunate. This is, however, neither Clearhaus’ nor your gateway’s fault. In this situation, the cardholder should contact his own bank and ask them to delete the reservation.

What is a refund fee and when will I be charged this?

Whenever you do a refund, Clearhaus will charge you a small fee. So, whenever you process a refund, Clearhaus will deduct the refund fee from your next settlement.

Here is an example: A customer buys a product from you, the price is 10 euros. However, the customer regrets his purchase and returns the product to you. Therefore, you refund the customer 10 euros. When you do the refund, the 10 euros will be taken from your Clearhaus account and sent back to the cardholder’s account. Hereafter, Clearhaus will charge you, i.e. 0.25 EUR, for processing the refund.

What is a settlement fee and when will I be charged this?

Whenever you receive settlements from Clearhaus, you might be charged a settlement fee for this.

If you receive your settlements in DKK, you won’t get charged, but if you receive your settlement in any of our other settlement currencies, we will charge you a small fee.

For example, Clearhaus charges a fee of 3 EUR per settlement in EUR and 5 GBP per settlement in GBP. Therefore, we encourage you to consider this cost before choosing your settlement period with Clearhaus. We offer the following payout cycles: Daily (in special cases only), weekly or monthly. Read more on settlement periods here.

You can see if you are charged a settlement fee in your contract.

What is an authorisation fee and when will I be charged this?

Whenever you do an authorisation, Clearhaus might charge you an authorisation fee (are you in doubt whether you get charged authorisation fees? Have a look at your contract).

Clearhaus counts the number of authorisations you have made within the past month, and then, once a month, you’ll be charged for these authorisations. This will be a part of your settlement resume which you can find in your Dashboard.

Where can I find Visa and Mastercard logos to show on my website?

Clearhaus offers a variety of logos that our customers can download and show on their website. You can, for instance, find Apple Pay, MobilePay, Visa, and Mastercard logos. You can find the logos here.

Which timezone is used in my.clearhaus?

Clearhaus reports in UTC timezone.

Will I be notified when I receive a chargeback?

Not automatically, but you can set up email notifications in my.clearhaus. In my.clearhaus, click the three dots in the top left corner and then to “Notifications”. Here, you can select which notifications you want to receive, and you can choose which email the notifications are sent to. You can also choose how often you would like to be notified, i.e. once a day or once a week.

Am I guaranteed to be able to get the money when sending a capture within 179 days?

The capture will be processed as usual and you will get your money - even if the payment card expires, is lost or is stolen. In rare cases when the customer changes his bank between authorisation and capture, you cannot get your money. The customer’s bank, however, will have to act in good faith and try to collect the transaction before making a chargeback.

NOTE: The more days between the authorisation and the capture, the larger risk is for you to receive a chargeback reasoned with “late capture”. If the capture is made within 7 days, you cannot receive such a chargeback.

Can I do a partly capture or authorisation?

Yes, this is called a split payment and is something that Clearhaus supports. However, your gateway must also support this feature - contact them for more information.

Do I have to pay VAT on the fees you charge?

No. We are a financial institution, which means that our fees are not subject to VAT.

For how long can I do a refund?

You can make a refund on a transaction up to 179 days after the latest capture.

For how long does an authorisation last?

Captures can be made within 179 days of the authorisation; if it is 180 days old, it is too old.

How are interchange fees calculated?

Interchange fees are the costs we (the acquirer) pay the issuing bank. Interchange fees are set by the card schemes such as Visa and MasterCard.

Apart from the interchange fees from the card schemes, the merchant, who has an Interchange+ or IC+ agreement, also pays any other additional processing fees related to the transaction.

Finally, on top of that, we add our discount rate e.g. 0.5%.

I typed in the wrong password ten times at Clearhaus.com - what do I do?

When you type in the wrong password ten times, your account will be closed for an hour, counting from the last time you tried to log-in. This is also the case even though you change your password.

In the pricing list a special fee for high-risk customers are mentioned, what is this fee?

The fee is 1000 euros per year. This is a yearly payment and cannot be split into monthly payments. Additional fees may apply. Please contact our support for more information.

Is it possible to only refund part of the transaction amount?

Yes. At any point in time (as long as the 179 day age is not surpassed), you can refund what has already been captured for any given authorisation. Refunds does not “free up” value that can then be re-captured. Your gateway must also allow partial refunds.

Is the money reserved on the cardholder's bank account for 179 days?

No. Depending on the type of card, the amount is reserved for 7-30 days.

What card types do you accept?

We support all card types offered by Visa and Mastercard. These include:

  • Visa
  • Visa Electron
  • Visa Debit
  • Visa Credit
  • Mastercard Debit
  • Mastercard Credit
  • Maestro

What information do I need to provide to get a merchant account?

You can sign up for a merchant account using our online application form. Here you will find the list with all the information required to be provided with a merchant account for a regular business.

If you are running a non-Danish company, a high-risk business, or a business that requires a license granted by a state authority, read this article for more information: What information do I need to provide to get a merchant account?

What is a merchant account?

A merchant account is an account at an acquirer/financial institution (Clearhaus) that is similar to a bank account.

What's the difference between an acquirer and a gateway?

A gateway/PSP provides the payment window in your online shop and forwards the card information to the acquirer. The acquirer processes this information and makes sure that you will receive your payments. The acquirer collects the money from the cardholder’s bank account, store the money, and then deposit the money on your account.

A gateway is never allowed to hold the money. Instead, they are responsible for the technical set-up of features and payment methods, e.g. 3-D Secure and Apple Pay.

When can I start accepting payments?

You can start accepting payments 1-3 days after you have submitted your application.

If you own a business that is considered of high-risk, or just have a particular business model, we may need additional time to assess your application.

When do you pay out my money?

This depends on your settlement period mentioned in the merchant agreement. Our standard settlement period is weekly, in which your money is paid out on Thursdays.

Read this article for more information: When do you pay out my money?

Where do I find your prices?

You can find our prices at: https://www.clearhaus.com/pricing/

Which settlement currencies do you offer?

You can be settled in the following currencies: DKK, SEK, NOK, EUR, USD, GBP, CHF, CZK, RON, HUF or PLN)

Read this article for more information: Settlements

Which transaction currencies do you accept?

We accept transactions in all currencies supported by Visa and Mastercard.

See all currencies here.

Why am I a so-called high-risk customer?

Card schemes categorise some types of businesses as high-risk, since they are particularly exposed to fraud. Both card schemes and Clearhaus has a specific set of rules for these types of businesses. For further elaboration, contact us at support@clearhaus.com.

Why do I need a merchant account at an acquirer?

You cannot accept online payments if you don’t have an acquirer. Your acquirer is like a bank for your online shop and processes your payments. The acquirer is in charge of collecting your money from your customers’ banks and pay you this money.

Opening a Merchant Account

Do you accept Sole Traders with no company registration number from UK?

Yes, we do accept Sole Traders. As a Sole Trader you should be registered in HMRC (HM Revenue and Customs). As we still need proof of company registration, you can log in to your account with HMRC and take a screenshot of the company details and HMRC number together with the URL and the date of when you took the screenshot.

How do I sign my contract when the creation email and the signatory email is not the same?

For the signatory to sign the contract with Clearhaus, they need to click the link in the e-mail we send them, asking them to sign the contract. This link will lead the signatory to a “create user” page, where the signatory will have to type in his e-mail and a password he wishes to use. A user will then be created, and the contract will appear for the signatory to sign.

I cannot upload files to my application - why?

Our application system only accepts certain file formats (for example jpeg, PDF, or png). If you upload a file in another format, you will receive the error “File couldn’t be uploaded”. Please change the file format to something our system accepts or try to compress the file. You should also make sure that you have entered all the required information before uploading a file. For example, if there is some missing information under “Owner”, you will not be able to upload files to this section.

I'm creating an application for someone else - who will get access to my.clearhaus?

We allow several people to collaborate on filling out an application, but only the signatory will be granted access to the my.clearhaus. If you choose someone else as the signatory, you’ll only be able to see a field called “signatory”. When your application has been approved, you can give more people access to my.clearhaus.

When do I need an additional merchant account?

Put simply, you need an additional merchant account if you:

  • start a new company (both if you sell the same or completely different products)
  • start selling a completely new product or service in your existing company
  • want to be settled in a different currency

For additional help, send an e-mail to: support@clearhaus.com

Read more about Opening a Merchant Account.

Can I get a merchant account in my country?

We offer acquiring services in the countries part of the EU27 or EEA.

I am opening up a second website, can I use my existing agreement with you?

If the products sold in your new webshop is in the same category as the products sold in your current webshop and you want to receive your settlements from us in the same currency, you can use the existing agreement. You simply need to send us an email with your new domain name. Remember to include your customer number (MID) or company name.

If the new webshop is selling products in a different category or if you wish to receive the payments from the new webshop in a different currency you will need to make a new agreement with us.

What are the requirements for my website?

Read this article for more information: What are the requirements for my website?

Managing your Merchant Account

How can I search for Apple Pay transactions?

You can search for different payment methods on my.clearhaus, i.e. searching for Apple Pay transactions. It’s done this way: ‘method:applepay’

You can also review our documentation on how to search for different things on my.clearhaus right here.

How can I search for MobilePay transactions?

You can search for different payment methods on my.clearhaus, i.e. searching for MobilePay transactions. It’s done this way: ‘method:mobilepayonline’

You can also review our documentation on how to search for different things on my.clearhaus right here.

What are the different transaction types/statuses?

In your gateway’s control panel, you are able to manage your transactions and decide on the status of each transaction. In my.clearhaus.com, you can find a description of each of these transaction types/statuses, so you can understand the current payment status of a transaction.

  • Authorisation: this refers to the very first stage of a payment. In this stage, the card issuer decided whether or not the transaction can be processed. For example, they check if the cardholder has sufficient funds, if the card is valid, if the card is reported as lost or stolen, and so on. Once this process has been successfully completed, you can start to process the order. Please note that in this stage, your money is simply reserved on the cardholder’s bank account. For the money to be transferred to your merchant account, you need to make a capture.

  • Capture: when the authorisation has successfully been completed and the order has been processed (for example, you have shipped the goods), you can withdraw the money from your customer’s bank account. This process is called ‘capturing the money’ and you need to perform the capture in your gateway’s shop module.

  • Refund: in some cases, you will need to return the money to the customer after it has successfully been captured. This might be because the customer has returned the product or if the product was faulty upon arrival. If you wish to return the money, either the full transaction amount or only part of it, you need to make a refund in your gateway’s shop module.

  • Void: a void is a cancellation of an authorisation. It is basically the opposite of a capture, and it means that the money you have reserved on the customer’s bank account will no longer be reserved.

  • Credit: this is a transaction type/status only used for specific accounts and industries. After you have successfully authorised and captured the funds, you might have some receivables that need to be paid to your customers (for example rewards). You do this by crediting your merchant account. This is done in your gateway’s shop module.

Can I change the day I receive the settlement?

Unfortunately, this is not possible. We offer daily, weekly, or monthly settlement periods, but we cannot change the specific day of the settlements. For example, if you receive weekly settlements, we cannot transfer the money on Tuesdays instead of Thursdays.

Can I get information on my merchant account in an API?

Yes, we do offer a merchant API. Please find information in our documentation here. The documentation will provide you with information on how to start using our API. The API includes different types of information, including settlements, transactions, and disputes. Read more about the functionality of our API here and here.

Can I see my contract in another language?

Yes, we offer our contracts in 4 different languages:

  • Danish
  • Norwegian
  • Swedish
  • English

To find your contract, go to www.clearhaus.com, click “Log in” and then go to “My Application”. In the top right corner, you can see a flag. Click the flag to change the page you’re looking at to another language.

How do I change my company registration number?

If the owners remain the same, the existing agreement needs to be updated with the new registration number, business name, and business format. Please contact us at support@clearhaus.com, and we’ll update the information for you.

Note: This can only be done if the business operates as usual.

If the business has gotten new owners, they must submit a new application. A merchant agreement cannot be handed over to someone else.

I cannot see my API key - why?

Maybe you’re not authorised to see the API key. You need to ask the person who created the account to invite you to my.clearhaus. You can find a guide on how to invite someone to my.clearhaus here.

My accountant is requesting our transaction numbers for a specific period - where can I find these numbers?

The data can be found in your my.clearhaus. You find it by going to “settlements” and selecting the time period that you are interested in. You can then export the data from the settlement overview. This should be what your accountant is asking for.

Where can I see my Clearhaus contract?

To find your contract with Clearhaus, follow these steps:

  1. Go to clearhaus.com
  2. Click “Log in”
  3. Select “My applications”
  4. Click on your application - your contract will now appear.

How do I find my invoices from Clearhaus?

At Clearhaus, you will not receive invoices. We don’t send statements to you, but you can find a complete overview of your fees, transactions, and costs on your my.clearhaus platform. To find this, you need to:

  1. Go to the my.clearhaus.com
  2. Go to Settlements
  3. Click “filters“
  4. Click on the settlement period you wish to view in the table
  5. Click “export” and choose whether you want the data in Excel, CSV or PDF format
  6. Then “download”
  7. You will now have a document that gives you an overview over the fees you paid to Clearhaus in the selected period.

If you, instead, wish to view fees for each transaction in the chosen period, you can see this in the exported settlement overview and transaction list.

How do I get data from my.clearhaus in order for my accountant to do the financial statement?

Clearhaus does not send any data on your sales numbers to you. You can withdraw this data from my.clearhaus. You can either do this manually by importing Excel or CSV-files, or you can use our API (read more here).

How do I make a refund?

You cannot do this at Clearhaus. The refund has to be made in your shop module or with your gateway.

How do I terminate my account with Clearhaus?

We are very sorry to hear that you are leaving us.

In order to close your account you have to send us an email with customer number (MID) and company name or CVR-number. You cannot terminate your account over the phone, as it is important that we get this information in written form.

I changed my bank account. How do I change this in my agreement?

Clearhaus has to be informed of any changes relevant for your agreement with us. Send us an email with your new AND old bank information and we will fix it for you. Remember to include company name or customer number (MID) in the email. Please also attach a copy of your bank statement or the like in order to verify the ownership of the bank account.

I changed the address for my company. How do I change this in my agreement?

Clearhaus has to be informed of any changes relevant to your agreement with us. Send us an email including:

  • Your new address
  • Your company name
  • Your customer number (MID)

I do not receive money from my payments - what is wrong?

When an order is placed in your online shop, it automatically reserves the money on the customer’s card. In order to withdraw the money from the customer’s card you have to make a capture in your shop module or in your gateway. You are not allowed to do this before you ship the order.

Note: We settle your accounts weekly (unless otherwise agreed). Usually you will receive your payments Thursday, sometimes Friday. In case of public holidays, you may receive your money later than usual.

Where do I find my API key?

You can find your API key, by clicking the three dots in the top left corner in my.clearhaus, and then clicking “API Keys”.

Where do I find my merchant identification number (MID)?

You can find your merchant identification number (MID) in the top left corner of my.clearhaus, right under your company name.

The merchant identification number is a 7 digit number. Example: 2000001

Why can't I make a capture on my payments?

Most Clearhaus contracts have a capture limit. This capture limit can, for example, be €6.500 over 30 days. It does not mean that your customers can’t pay if you hit the €6.500 turnover limit in less than 30 days. What it does mean is that you can’t capture the money before Clearhaus has raised your limit or you get below €6.500 in 30 days. This is purely for safety reasons, so we can reduce the risk of fraud - both for you as an online shop owner and for us as an acquirer.

Why do my transactions fail?

Payments can fail for a lot of reasons.

The first thing to do is to go to your my.clearhaus platform and find the declined transaction. You can find all your transactions by clicking on “transactions” on top of the platform. If you cannot find your failed transactions in my.clearhaus, the mistake has happened at your gateway. In this case, please refer to your gateway.

If you find the failed transaction in my.clearhaus, you will be able to see a status code (the “Status” column). For failed transactions the code will be red. If you hover your cursor over the red code, a reason code will show. This will tell you why your transaction has failed.

Here’s a complete list of our reason codes:

Code Description
20000 Approved
40000 General input error. Card data is outdated or too old. You should ask the cardholder to create a new series.
40110 Invalid card number
40111 Unsupported card scheme (we only support Visa, Mastercard and Maestro)
40120 Invalid CSC
40130 Invalid expiry date
40135 Card expired
40140 Invalid currency (list of our supported currencies)
40150 Invalid text on statement (the descriptor you used for the transaction is not the one approved by Clearhaus)
40190 Invalid transaction (e.g. is you’re not allowed to do credit transfers)
40200 Clearhaus rule violation (we set up specific rules for transactions in your webshop, contact support to clarify the rules for your agreement)
40300 3-D Secure problem (from the issuers side)
40310 3-D Secure authentication failure
40400 Backend problem (issuing bank is not responding to approve the transaction)
40410 Declined by issuer or card scheme (can be for various reasons, cardholder needs to contact his bank to find out why)
40411 Card restricted (restrictions put on the card by issuing bank, e.g. it is not allowed to be used abroad)
40412 Card lost or stolen
40413 Insufficient funds
40414 Suspected fraud
40415 Amount limit exceeded (on the card, e.g. credit limits)
40416 Additional authentication required. Cardholder’s bank is requesting further/more authentication (Cardholder can contact their bank to get information about this)
40420 Merchant blocked by cardholder. Cardholder has blocked your online shop from deducting money on their card
50000 Clearhaus error (glitch in system, contact us for more information)

Features

What is 3-D Secure?

3-D Secure is an additional security level that protects your business from fraudulent transactions.

By using 3-D Secure, the liability for chargebacks caused by fraudulent transactions shifts from your business to the cardholder’s/customer’s bank (issuing bank).

Read more about 3-D Secure here and here.

Do I need to pay for 3-D Secure?

No, you can use 3-D Secure free of charge.

When do you suggest to use 3-D Secure?

We suggest using 3-D Secure for high-value transactions and foreign transaktions. As of September 2019, PSD2 requires 3-D Secure (or similar) for all transactions above 30 Euros. We, therefore, recommend that you already now start implementing 3-D Secure in your shop.

What does "3-D Secure attempt" mean?

You might have noticed that some of your transactions in Dashboard are marked as “3-D Secure attempt”. This basically means that you, as an online shop, have attempted to use 3-D Secure on the transaction, but that the card issuer did not support 3-D Secure. This might be because they are not yet fully enrolled in the 3-D Secure verification process or because the processing servers were down. All 3-D Secure attempts are recorded and the liability for fraudulent transactions are shifted to the issuing bank anyway.

What is Apple Pay?

Apple Pay is Apple Inc’s digital wallet. Apple Pay is available on all newer iPhones, iPads, Apple Watches, and Macs. When you register your payment card in the wallet app you can pay by using fingerprint or Face ID. You can pay with Apple Pay in both online shops, apps and as contactless payments i physical stores.

Read more about Apple Pay.

Do you support Apple Pay?

Yes, we do support Apple Pay payments. However, you must have a payment gateway that also supports Apple Pay.

QuickPay, PensoPay, and Paylike support Apple Pay.

How do I enable Apple Pay in my online store?

Clearhaus automatically supports Apple Pay for all our customers. However, in order du accept Apple Pay in your online shop, you need a payment gateway that also supports the feature, e.g. QuickPay. It is your gateway that makes sure Apple Pay is enabled in your store. Contact your gateway for more information.

What is the price for Apple Pay?

Apple Pay is connected to a credit or debit card, so when a customer pays with Apple Pay in your store, Clearhaus will charge you the standard fee for a card payment. For example, if the customer’s card is issued in the same country that you are located in, we will charge you 1.45%, which is the standard fee for domestic transactions - also if the payment is made with Apple Pay.

However, even though Clearhaus does not charge extra for Apple Pay transactions, your gateway might. They can charge either a monthly fee or a per-transaction fee, but this has nothing to do with Clearhaus.

What is MobilePay?

MobilePay is a mobile-based app payment method offered by Danske Bank.

Read more about MobilePay here.

Do you support MobilePay Online?

Yes, we support MobilePay Online transactions. However, MobilePay Online must be supported by your gateway. The gateways which support MobilePay Online are:

  • QuickPay
  • PensoPay
  • ScanPay
  • OnPay

How do I enable MobilePay?

Clearhaus automatically enables all customers to accept payments with MobilePay. However, in order to activate MobilePay in your online shop, you need a gateway that also supports the feature. Your gateway will take care of all the practical and technical stuff, and they will also activate MobilePay in your shop. Contact your gateway for further help.

What is a descriptor?

A descriptor is the text shown on a cardholder’s bank statement that describes a particular payment. The descriptor must help the cardholder identify the company/website on which the payment was made.

The merchant descriptor is defined when the merchant account is established, and is usually set as the website domain name/URL (e.g. my-shop.com).

Read more about descriptors here.

How can I change my descriptor?

Send an e-mail to support@clearhaus.com and let us know why you would like to change your descriptor.

Remember that the descriptor must identify the merchant/website that initiates a transaction.

What's the price for MobilePay transacitons?

MobilePay is connected to a regular credit or debit card, so when a customer of yours purchases goods in your store through MobilePay, you will only be charged the normal percentage that you would be charged for that specific card.

In example, if a customer of yours purchases on a card issued in the same country as you are located, Clearhaus will according to the standard price list charge you 1.45% of that specific transaction. Therefore, you won’t be charged anything extra, just because the cardholder purchases with the MobilePay payment method.

Be aware, that your gateway may charge you extra to use and process this payment service. This has nothing to do with Clearhaus.

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