Issue
Smartomat resident got the error code 12: Invalid Trans - Invalid transaction (Cardholderverificationrejected.AVServUnsupported) on CleanPay mobile app. The credit card was deducted, but the transaction record is not displayed in ReportPro.
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Root Reason
The error code 12: Invalid Trans – Cardholder verification rejected (AVServUnsupported) is returned by the payment processor and usually means the card issuer does not support AVS, which is common for some international cards. The card worked before because AVS was off at the location; it’s now rejected because AVS was enabled on Nov 25.
Resolution
The app error likely indicates a temporary authorization hold, not an actual charge, which is why it isn't shown in Report Pro. The hold should reverse automatically in 3–5 business days.
Please ask the resident to wait until then. If the charge doesn’t drop off, we can contact Payroc/IBX for support. Meanwhile, trying a different card for the refill may help.