Clover POS Support

Your Cover Flex device lets your customers insert, swipe, sign, or enter a PIN. The Flex also accepts contactless payment methods such as Apple Pay and Google Pay.

Flex comes with a Quick Start Guide to help you connect hardware components. If you need more help, see the instructions below. After powering on your device, follow the Setup Wizard prompts to activate the device.

Set up your Clover hardware

Your Clover hardware package includes:

To set up your Clover Flex hardware:

1. Plug the power brick into the charging cradle.
2. Attach the power cord to the power brick and plug the power cord into a power source.
3. Place the device in the charging cradle. A battery icon will appear on the screen.
4. Charge for at least 30 minutes.
5. Press and hold the power button until the Clover logo appears on the screen.

When the Clover Flex powers on, you’ll see the Clover logo. Select your primary language to use for setting up your device, then follow the Clover Setup Wizard instructions.

View Clover Flex features

Connect your Clover Flex to a network

Your Clover Flex can connect to a network in three ways:

• By cellular connection through the device’s Mobile SIM card.
• By Wi-Fi connection through the device’s Wi-Fi capability.
• By Ethernet connection through a cable.

The Clover Setup wizard leads you through the network setup process that works best for your business.

Connect your Flex to a cellular network

To connect to a cellular network:

• On the Network screen in the Clover Setup wizard, wait about a minute for the SIM card to verify that it’s connected to the cellular network.
• When the green check mark appears, tap Next.
• If a red X appears instead, tap More Info, and then Try Again.

Connect your Clover device to a Wi-Fi network

To connect to a Wi-Fi network:

1. Tap Configure next to the Wi-Fi option.
2. From the list of available wireless networks, tap the name of your wireless network. (If your network doesn’t appear, tap Add a New Network and then tap the network by name.)
3. Enter the network password.
4. Tap Done.
5. Tap Check Connection.
   When the connection is successful, you will be taken through the activation process. If not, you’ll be asked to select a different network or re-enter the Wi-Fi password.

If you do not see your Wi-Fi network name, you may have a WEP, or open access, network. Please connect your Clover device to a secured WPA or WPA2 network for successful PCI compliance.

After your Clover device connects to the network, it will download and install the latest version of Clover software. Your Clover device will then reboot. Depending on the device, you may need to install a second download. Follow the directions to continue setting up your device.

Your device may reboot several times during the installation process. This is normal as Clover updates its Operating System. You will be able to continue setting up your merchant account after it reboots.

Activate a Clover device

Activation codes are unique for each device. After your device connects to the internet for the first time, Clover sends an email from Clover Support (app@clover.com) containing the activation code. Look for a subject line: Clover Activation Code.

If you ordered multiple devices, look up the serial number to match the activation code for each device.

If you have already set up your Web Dashboard account, you can also log into the Web Dashboard and find the activation code at the top of the home screen.

To enter your activation code:

1. Look for the “Clover Activation Code” email from Clover Support or logon to your Web Dashboard.
2. Enter the 8-digit activation number.

Set up an Admin account

If you’re activating your first Clover device, you will be asked to enter an admin Passcode. This Passcode gives access to your Clover devices as the owner or admin. If you already have an admin account, the setup process will skip this step and your apps will begin installing.

You can change this Passcode in the future in the Employees app.

To set up a Passcode:

1. Enter a 4- or 6-digit Passcode that you would like to use to access your Clover devices as the owner/admin.
2. Re-enter that Passcode to confirm.

After entering your activation code and Passcode (if required), your apps should begin installing. Please wait until the install process is complete.

You can customize your Clover by installing additional apps from Clover’s App Market after the setup.

Test the Clover Flex printer

To insert paper roll into printer:

1. Pull open the top panel.
2. Load the paper into your device so that the paper is sticking out of the bottom back side of the roll.
3. Pull the paper out and close the top panel, pushing until you hear a click.
4. Tap Print Test Receipt.

Customize the Clover device

After your apps install, you can set some initial custom settings. To adjust these settings in the future, you’ll use the Setup app.

To customize your device:

1. Do you want to require a Passcode to unlock your device?
   • Yes, require a Passcode
     We recommend that every employee have a Passcode to unlock your device. It provides added security and more detailed reports.
   • No, don’t require a Passcode
     For terminal parity, we created an option for you not to require a Passcode upon entry. However, we recommend for you to require your employees to enter their Passcode into your Clover device.
2. Where do you want to take tips and signatures?
   • On tablet screen
   • On printed receipt
3. Tap Continue to complete customization.

If you plan to accept tips, please make sure your closeout time is at least an hour after your business has entered tips for the day.

If you do not see an option for tips, your account is not yet tip enabled.

To customize your device:

1. Do you want to require a Passcode to unlock your device?
   • Yes, require a Passcode
     We recommend that every employee have a Passcode to unlock your device. It provides added security and more detailed reports.
   • No, don’t require a Passcode
     For terminal parity, we created an option for you not to require a Passcode upon entry. However, we recommend for you to require your employees to enter their Passcode into your Clover device.
2. Where do you want to take tips and signatures?
   • On tablet screen
   • On printed receipt
3. Tap Continue to complete customization.

If you plan to accept tips, please make sure the closeout time is at least an hour after your business has entered tips for the day.

If you do not see an option for tips, your account is not yet tip enabled.

Select a service plan

The bank account associated with your merchant processing agreement will be debited monthly.

Select the plan you want by clicking the green Authorize button.

Clover Mini

Click to view a Step-by-Step Activation Guide, or watch the below video for a quick introduction on how to easily get your Clover Mini system ready to go.

Clover Go

Click to view a Step-by-Step Activation Guide, or watch the below video for a quick introduction on how to easily get your Clover Go ready to go.

Clover Station

Click to view a Step-by-Step Activation Guide, or watch the below video for a quick introduction on how to easily get your Clover Station ready to go.

If your Clover device is having network connection problems, you can follow a series of simple tests to diagnose and fix them.

At any time, you can contact Clover Support.

Clover devices can connect to the Internet in any one of these three ways:

• With a 3G wireless connection, which uses 3G (third-generation wireless mobile) technology to connect.
• * With a Wi-Fi wireless connection, which uses a router to distribute data to your devices without a cable.
• With an Ethernet cable that you have plugged in from a router to your Clover device.

You can troubleshoot connection problems by following the steps for your network type.

Fix a mobile network connection

To troubleshoot a mobile, cellular network connection, follow these steps.

Confirm that devices are mobile-enabled

After you determine your network setup, confirm that your devices are mobile-enabled.

• Clover Flex: Your device comes with an installed SIM card. This means it is enabled.
• Clover Mobile: At the bottom of your device, look for the text Clover Mobile 3G. If you see the text Clover Mobile Wi-Fi, your Clover device is not mobile-enabled.
• Clover Mini: Open the printer lid on the back of the device. If you see the text Clover Mini 3G printed on the tag, it is 3G-enabled. If you see the text Clover Mini Wi-Fi, your Clover Mini is not mobile-enabled.

If your Clover device is not mobile-enabled, you’ll need to set up a connection to a Wi-Fi or Ethernet network.

Next: Check mobile network coverage

Check mobile network coverage

If you are enabling the SIM card for the first time, it might take a minute or more for the SIM card to be detected. However, if you are in an area with spotty coverage, it might never be detected.

To check mobile network coverage:

1. Open the Wireless Manager app. You can get this app in the Clover App Market. When you first set up the network, you use the Wireless Manager app to enable your SIM card and plan. If you have not done that yet, stop here and complete the instructions for setting up your Clover device.
2. Under Your SIM Cards, under Status, find the service provider for your active SIM cards.
3. Check coverage:

• If your SIM uses T-Mobile, input your address on the T-Mobile coverage map to ensure that you are in an area with good coverage.
• If your SIM uses AT&T, input your address on the AT&T coverage map. Select Data and the device type 3G to ensure that you are in an area with good coverage.

Next: Check 3G settings

Check mobile network settings

After you check network coverage, check to make sure the settings are correct for using the Clover device in a mobile network.

To check mobile network settings:

1. On your Clover device, swipe down from the top-right of the screen.
2. Look to see if the cellular icon is ON and also shows the network name of your mobile carrier.
3. If the icon is grayed-out or says no service, check the airplane mode and Wi-Fi settings:
   1. If Airplane mode is turned ON (the icon is white), tap to switch it to OFF. Airplane mode will be grayed-out.
   2. If the Wi-Fi setting shows that Wi-Fi is active and lists a network name, tap the icon to set Wi-Fi to OFF because you want to use the mobile network instead. Wi-Fi can interfere with cellular network connectivity when both are active.

Next: Check data usage levels

Check data usage levels

After you check 3G settings, check data usage levels.

To check data usage levels:

1. On your Clover device, swipe down from the top-right of the screen and tap settings.
2. Tap the cellular network.
3. Tap to view data usage.

If your data usage limit has been exceeded, the 3G network will be disabled. Call your Internet Service Provider to increase your data limit. If your usage limit has not been exceeded, you can continue.

Next: Improve performance

Improve performance

In order to properly process transactions, your network must be stable and have sufficient bandwidth. Unstable networks can cause transactions to temporarily halt, causing the network connection to time out and disconnect because the network waited too long for a response. Poor connections can also prevent devices from efficiently synchronizing with each other.

Here are some ways you can improve performance:

• Whenever possible, use your own Internet Service Provider (ISP) rather than a shared network.
• Minimize other high-traffic activity on your local network by limiting traffic such as streaming music or videos. (Use a different network for those.)
• Increase the bandwidth on the local network to minimize disruption of the Clover’s communication and processing by reducing the number of other devices connected. The local bandwidth varies based on the number of devices connected to your network and the volume of transactions they normally process.
• Use a recommended hard-wired (Ethernet cable) high-speed Internet connection, such as DSL or cable, rather than a hotspot. This applies particularly if you plan to use more than one Clover device or any peripheral equipment such as a Kitchen Printer.
• Limit the use of hotspot network connections because they can limit the bandwidth required for normal Clover communication. If you plan to use a hot spot, it should be dedicated for Clover use. (Use another hotspot for other Internet needs).

Still having issues?

If you are still having issues connecting to the internet, contact Support by tapping or clicking Call Me from the device or your Clover Web Dashboard.

Fix a Wi-Fi network connection

To troubleshoot a Wi-Fi network connection, follow these steps.

Confirm Wi-Fi connection settings

Start to diagnose issues by confirming connection settings.

To confirm connection settings:

1. On your Clover device, tap to open the Settings app. (Alternatively, you can swipe down from the top right corner of the screen and then tap Settings).
2. Under Wireless & Networks, check to make sure that Wi-Fi is switch to ON. If Wi-Fi is switched off, tap to the slide the switch to ON. The device automatically searches for available networks within range of this device.
3. View the list of available networks to find the one you have set up for Clover devices. Clover devices require a WPA2 secured Wi-Fi network. The Clover device might detect an unsecured network, and will prompt you to change your settings to a secure network.
4. If you don’t see any networks, check to make sure the router from your Internet Service Provider is functioning.

• If the router light shows a steady or blinking green, the router is functioning. Try moving your Clover device and the router closer together.
• If the router light blinks yellow or red, contact your ISP provider for help.
• If you have not set up your router yet, contact your ISP provider for help.

1. Check to make sure that your router is not trying to connect through a firewall. Most routers should work well and be compatible with Clover devices, however, we do not provide any recommendations for routers, nor can we confirm claims that merchants have made. (Some merchants have reported that a Belkin N150 Router works well with their Clover Station. Some merchants have reported that a Century Link router tends not to work well with Clover Station.)
2. Confirm the connection status: Find the network you want to use and check to make sure it lists a Connected status. If not, tap it to make the connection, and enter the network password you created when you set up the network. (You can contact your ISP provider or the person who set up your internet connection to find more information about your network password.)
3. After connecting, confirm the signal strength: Tap the network name and check for a status of good or excellent. (Tap Cancel to exit the dialog.) If the signal strength is fair, poor, or shown as none, your Clover device is having problems connecting to the internet. You may have to select another Wi-Fi network or use your Ethernet connection.
4. Test the connection by trying to open the Help app.

If confirming the connection settings does not resolve the problem, you can test the connection using other devices.

Next: Connect through other devices

Connect through other devices

After you confirm connection settings, you can try testing the connection itself by connecting through other devices.

To connect through other devices:

1. Using a smartphone or a laptop, try connecting to the same network as the one whose settings you just confirmed. Use the same password. If you can connect to your Wi-Fi through your smartphone or laptop, the network is functioning.
2. Test the connection from your smartphone or laptop by trying to open the Help app at help.clover.com.

If you cannot connect, then your network issues may lie with the router or network, and not with the Clover device. In that case, you should contact your ISP provider or your IT personnel.

Continue to the next section.

Next: Disconnect from unused networks

Disconnect from unused networks

After successful connection, you might still have inconsistent wireless internet performance. If so, other network connections might be interfering with your wireless connection. Clover recommends disconnecting from Internet networks your device does not use.

To disconnect from unused networks:

1. On your Clover device, tap to open the Settings app. (Alternatively, you can swipe down from the top right corner of the screen and then tap Settings).
2. If Bluetooth or Ethernet are enabled, tap to switch them off. (If your primary connection method is Wi-Fi, disable Ethernet to ensure that Clover devices connect through your primary connection method).
3. Tap Wi-Fi.
4. Tap to start disconnecting the first Wi-Fi connection that is not your dedicated Clover internet network.
5. In the dialog box, tap Forget to ignore the network.
6. Repeat the disconnection sequence for each network. This ensures that the Clover device only tries to connect to the Internet through the designated Clover Internet network.

Next: Reboot the device

Reboot the device

Reboot the device to properly reconnect to the internet and fix signal interruptions.

Consider these reasons to reboot:

• If you changed your network settings, but the device does not recognize the new settings
• If your Clover device is working over the network, but showing signs of random dropout of the network signal
• If your Wi-Fi works with some devices and not with others

If the Clover device has a hardwired (Ethernet cable) connection directly to the modem, make sure the Ethernet setting is turned OFF. This eliminates confusion in the Clover operating system over which network signal to use.

Next: Improve performance

Improve performance

In order to properly process transactions, your network must both be stable and have sufficient bandwidth. Unstable networks can cause transactions to temporarily halt, causing the network connection to time out and disconnect because the network waited too long for a response. Poor connections can also prevent devices from efficiently synchronizing with each other.

Here are some ways you can improve performance:

• Whenever possible, use your own Internet Service Provider (ISP) rather than a shared network.
• Minimize other high-traffic activity on your local network by limiting traffic such as streaming music or videos. (Use a different network for those.)
• Increase the bandwidth on the local network to minimize disruption of the Clover’s communication and processing by reducing the number of other devices connected. The local bandwidth varies based on the number of devices connected to your network and the volume of transactions they normally process.
• Use a recommended hard-wired (Ethernet cable) high-speed Internet connection, such as DSL or cable, rather than a hotspot. This applies particularly if you plan to use more than one Clover device or any peripheral equipment such as a Kitchen Printer.
• Limit the use of hotspot network connections because they can limit the bandwidth required for normal Clover communication. If you plan to use a hot spot, it should be dedicated for Clover use. (Use another hotspot for other Internet needs).

Still having issues?

If you are still having connection issues, contact Support by tapping or clicking Call Me from the device or your Clover Web Dashboard.

Fix an Ethernet network connection

To troubleshoot an Ethernet network connection, follow these steps.

Confirm Ethernet connection settings

Start to diagnose issues by confirming connection settings.

To confirm connection settings:

1. On your Clover device, open the Settings app. (Alternatively, you can swipe down from the top right corner of the screen and then tap Settings).
2. Under Wireless & Networks, check to make sure that Ethernet is selected. If it is not selected, tap to switch it to ON.
3. Check to make sure that the Wi-Fi slider above it is switched to OFF. A Clover Mini or Clover Station will automatically connect to a known wireless network. Turning off the Wi-Fi connection forces the Clover device to connect via your Ethernet cable.
4. Tap the Ethernet tab. The Clover device loads network information for this device, including the MAC address, IP address, a Proxy settings option, and the network name and connection status.
5. Confirm the connection: If the device was able to connect, you’ll see a message confirming successful Ethernet connection.
6. Confirm the IP (Internet Protocol) type. You can contact your ISP (Internet Service Provider) for information about static and dynamic IP connections. You might also need this additional information to complete the IP settings: Gateway, Subnet Mask, DNS1 and DNS2.
   • If the network uses a dynamic IP to connect, make sure DHCP is selected.
   • If the network uses a static IP to connect, make sure Static is selected and that the Static-specific fields are correctly filled out.
7. Check for proxy server settings. Proxy server settings can interfere with the Ethernet connection. We recommend removing them to avoid problems:
   • Tap the Proxy Settings option.
   • Clear the Proxy Settings fields.
   • Tap Done to accept changes.
8. To test that the Clover device is properly connected to the network via Ethernet:
   • Tap to return to the Home screen.
   • Tap the Help app icon.

If the Help app loads and you can tap links to access content on Clover Help, then the Clover device is connected to the Internet.

Next: Disconnect from unused networks

Disconnect from unused networks

After successful connection, you might still have inconsistent wireless internet performance. If so, other network connections might be interfering with your Ethernet connection. Clover recommends disconnecting from internet networks your device does not use.

To disconnect from unused networks:

1. On your Clover device, tap to open the Settings app. (Alternatively, you can swipe down from the top right corner of the screen and then tap Settings).
2. Disable any secondary internet connections. If Bluetooth or Wi-Fi are enabled, tap to switch them off. Disabling your Wi-Fi ensures that your Clover device connects through your primary and most stable connection.

Next: Reboot the device

Reboot the device

Reboot the device to properly reconnect to the internet and fix signal interruptions.

Consider these reasons to reboot:

• If you changed your network settings but the device does not yet recognize the new settings
• If your Clover device is working over the network, but showing signs of random dropout of the network signal
• If your Ethernet works with some devices and not with others

Next: Improve performance

Improve performance

In order to properly process transactions, your network must be both stable and have sufficient bandwidth. Unstable networks can cause transactions to temporarily halt, causing the network connection to time out and disconnect because the network waited too long for a response. Poor connections can also prevent devices from efficiently synchronizing with each other.

Here are some ways you can improve performance:

• Whenever possible, use your own Internet Service Provider rather than using a shared network.
• Minimize other high-traffic activity on your local network by limiting traffic such as streaming music or videos. (Use a different network for those.)
• Increase the bandwidth on the local network to minimize disruption of the Clover’s communication and processing by reducing the number of other connected devices. The local bandwidth varies based on the number of devices connected to your network and the volume of transactions they normally process.
• Use a recommended hard-wired (Ethernet cable) high-speed Internet connection, such as DSL or cable, rather than a hotspot. This applies particularly if you plan to use more than one Clover device or any peripheral equipment, such as a Kitchen Printer.
• Limit the use of hotspot network connections because they can limit the bandwidth required for normal Clover communication. If you plan to use a hot spot, it should be dedicated for Clover use. (Use a different hotspot for other Internet needs).

Still having issues?

If you are still having connection issues, contact Support by tapping or clicking Call Me from the device or the Web Dashboard.

Your Clover device was designed with the intent that it would always be on and ready to go. When not in use, your device enters sleep mode and should wake up when you tap its touchscreen. At times, your device may automatically reboot after installing an update.

If your Clover device has an issue, reboot it. Reboots can be either soft reboots, where you can restart the device without turning off the power, or hard reboots, where the device power is physically cut off.

Soft reboot a device

Some reasons for doing a soft reboot are to correct random network dropouts, to improve device performance issues, or update settings you just changed.

To perform a soft reboot:

1. Swipe down from the top right corner of the screen.
2. Tap Reboot.
3. Tap Reboot again when prompted with the message Do you want to reboot?
   The Clover Mobile will power off momentarily, then turn on on its own when it is ready to proceed.

Hard Reboot a device

An unresponsive device requires a hard reboot.

To perform a hard reboot:

1. Remove Clover Flex from its charging cradle or remove the power cord.
2. Hold the power button down for 32 seconds before releasing.
3. Press power button again until the Clover image displays.
4. Place on charging cradle or connect power cord back to the device.
5. When prompted, enter Passcode to log in.

If your device does not reboot, contact Clover Support.

Change the automatic reboot time for your device

To improve your system’s performance and security, Clover devices automatically reboot every 24 hours. The reboot process takes approximately 1-2 minutes. Clover saves all settings and data, including any offline payments.

The daily reboot time defaults to a randomly assigned time between 3am and 5am local time. If your business operates during these early morning hours, we recommend that you change the reboot time by going to the Settings app.

One minute before rebooting, your device notifies you that Clover Needs to Reboot and starts a 60-second countdown:

• If you do nothing, your device reboots automatically after the countdown.
• If you tap Cancel, your device reboots the following day at the reboot time.
• If you tap Change Reboot Time, the Set time screen appears for you to change the reboot time.
• If you tap Reboot Now, your device reboots immediately.

If your device manually rebooted within 6 hours before the reboot time, the system will not reboot again on that day. It will reboot again on the following day at the default reboot time.

To view and change the reboot time for your device:

1. Swipe down the top right corner of the Clover home screen, then tap SETTINGS.
2. Tap About device at the bottom of the list.
3. Tap Reboot time.
4. Change the time in the Set time screen.
5. Tap Done.

Your Clover device was designed with the intent that it would always be on and ready to go. When not in use, your device enters sleep mode and should wake up when you tap its touchscreen. At times, your device may automatically reboot after installing an update.

If your Clover device has an issue, reboot it. Reboots can be either soft reboots, where you can restart the device without turning off the power, or hard reboots, where the device power is physically cut off.

Soft reboot a device

Some reasons for doing a soft reboot are to correct random network dropouts, to improve device performance issues, or update settings you just changed.

To perform a soft reboot:

1. Swipe down from the top right corner of the screen.
2. Tap Reboot in the menu that appears.
   Alternatively, press the power button at the bottom edge of the screen, then tap Restart.
3. Tap Reboot when prompted with the message Do you want to reboot?
4. The Station 2018 will power off momentarily.
5. When it is ready to proceed, log in.

Hard Reboot a device

An unresponsive device requires a hard reboot.

To perform a hard reboot:

1. Press the power button at the bottom edge of your display for more than 10 seconds.
2. Once your Clover device has restarted, log in.
   If your device does not reboot, contact Clover Support.

Change the automatic reboot time for your device

To improve your system’s performance and security, Clover devices automatically reboot every 24 hours. The reboot process takes approximately 1-2 minutes. Clover saves all settings and data, including any offline payments.

The daily reboot time defaults to a randomly assigned time between 3am and 5am local time. If your business operates during these early morning hours, we recommend that you change the reboot time by going to the Settings app.

One minute before rebooting, your device notifies you that Clover Needs to Reboot and starts a 60-second countdown:

• If you do nothing, your device reboots automatically after the countdown.
• If you tap Cancel, your device reboots the following day at the reboot time.
• If you tap Change Reboot Time, the Set time screen appears for you to change the reboot time.
• If you tap Reboot Now, your device reboots immediately.

If your device manually rebooted within 6 hours before the reboot time, the system will not reboot again on that day. It will reboot again on the following day at the default reboot time.

To view and change the reboot time for your device:

1. Swipe down the top right corner of the Clover home screen, then tap SETTINGS.
2. Tap About device at the bottom of the list.
3. Tap Reboot time.
4. Change the time in the Set time screen.
5. Tap Done.

Clover Flex is not powering on

If your Clover Flex is not powering on, check here to troubleshoot.

Check to see if your device is set up correctly

To set up your device:

1. Plug the power brick into the charging cradle.
   
2. Attach the power cord to the power brick and plug the power cord into a power source.
3. Place the device on the charging cradle.
   A battery icon appears on the device screen.
4. Charge for at least 30 minutes.
5. Press and hold the power button until the Clover logo appears on the screen.

I’ve plugged in the Clover Flex, and it still isn’t powering on

If your Clover Flex still does not power on after charging for 30 minutes, perform a hard reboot.
To perform a hard reboot:

1. Disconnect your power by removing the device from its charging cradle or unplugging the power cord.
2. Hold the power button for 40 seconds before releasing it.
3. Press the power button again until you see the Clover logo on the screen.
4. Place the Flex on its charging cradle or connect the power cord back to the device.
   When ready, the device prompts you to log in.
5. If your device still does not reboot, contact Clover Support.

Can’t find an app on the device

Find an app in the App Market

You might have to swipe to the left to see an app on your device.
To search for an app:

1. Open the More Tools app (App Market).
2. Choose one of these search methods:
   • Scroll through the apps by category.
   • Tap Search  at the top right of the screen, enter a search term in the Search App Market field, then tap Search .

To sort apps within a category:

1. Open the More Tools app (App Market).
2. Scroll up and down to view apps by category.
3. (Optional) Tap VIEW ALL to the right of each category.
4. (Optional) Tap Sort by field and select a viewing preference: Alphabetical, Most Installed, or Newest.

Device has malfunctioned

Sensors on your device will indicate when it has experienced shaking and dropping, or in some cases, tampering.

If your device has malfunctioned, the same protection mechanisms such as encryption and anti-tamper are still working to safeguard cardholder data when processing payments. However, the most sensitive type of transactions involving PIN-entry payments is disabled.

You can still accept transactions that do not require a PIN. You can also use your device for everything else to run your business, such as taking orders, report generation, or syncing with your other Clover devices.

To request a replacement device, have an admin or manager:

1. Open the Setup app.
2. Tap Payments.
3. Tap PIN Entry.
4. Tap Prompt for PIN.
5. Tap Save.
6. Tap I need to accept PIN payments, so please send me a replacement Clover device that will accept PIN payments.
7. Tap OK.

When your device ships, you’ll receive a notification email from Clover Support (noreply@clover.com) containing your activation code as well as the tracking information for your shipment. If the device is still in the warranty period, then the replacement device is free of charge. Shipping and handling fees may apply.

Activate your new device and return the tampered device in the same box that you received your replacement device. You’ll find a return shipping label included in the box.

Device is missing

Contact Clover Support to report a missing device and to order a replacement device.

Once your device is marked as missing in Clover’s system, no one will be able to use your device. All information associated with the merchant account such as orders, payments, reporting, or settings will be wiped from the device. Account information remains intact.

With Clover Mini, Flex, Station Solo and Station Duo you’ll get to choose which monthly plan makes the most sense for your business. Since everyone’s different, Clover allows you to select the plan that works best for you. Any merchant who purchases Clover will always have a $19.95 monthly Transarmor fee in addition to the below service plan costs, and $15 monthly cost that is charged by Green Payments. The remaining monthly fees, below, are charged by Clover directly and billed to the bank account on file. Read about each plan, below.

Payments – $0.00/month for 1 device. Additional devices $7.95/month per device, excluding Clover Go readers.

The Payments plan is the most basic Clover plan, but carries no additional monthly fees. With the Payments Plus plan, you’ll get:

• Payments Acceptance
• Mobile Payments with Clover Go
• Virtual Terminal with Invoicing
• Transaction Reports

The Payments plan is a great way to get to know Clover. If you don’t have the need to track inventory or utilize many third-party apps, then this could be a great solution for you. And remember, Clover makes it easy to switch plans whenever you’d like!

Essentials Plan – $14.95/month for 1 device. Additional devices $11.95/month per device, excluding Clover Go readers.

Essentials is a Clover plan that offers a small taste of what the actual Register Plan can do. It’s commonly known as a “cash register replacement”. It has the same features as the Payments plan (above) but also includes:

• Customer Management
• Basic Inventory Management and Reporting

Unless you have the need to integrate with kitchen printers or access specific upper-level apps, this plan works perfectly for most retailers.

Register Plan – $49.95/month for 1 device. Additional devices $19.95/month per device, excluding Clover Go readers.

The Register plan is the most commonly used Clover plan, and allows access to all Register Lite Bundle + More. This would be best for Retail locations or QSR that don’t need the option for Kitchen Printers.

• Everything included in Essentials
• Advanced Inventory Management and Reporting

Counter Service Restaurant Plan – $59.95/month for 1 device. Additional devices $19.95/month per device, excluding Clover Go readers.

The Counter Service Plan would be the ideal fit for a setting of a Quick Service Restaurant or businesses that have a line at the Point of Sale. This offers the business additional features to help run and maintain their business as they see fit. This come with additional features such as:

• Everything included in Register
• Online Ordering

Table Service Restaurant – $89.95/month for 1 device. Additional devices $19.95/month per device, excluding Clover Go readers.

The Table Service Restaurant is the most popular plan offered and will only get better with time. This Plan offers everything stated previously AND MORE! This will be mostly used for Food Industry business that require the whole package. This will offer FULL Menu Management, FULL Kitchen Printer and Display Integrations, Item Modifiers and more below:

• Everything included in Counter Service Restaurant
• Table Mapping and Tableside Ordering/Firing (requires Mini or Station)

Barcode Scanner / Camera

In order to activate the barcode scanner / camera on Clover Station and Clover Mini, tap the barcode icon on the bottom left of the screen within any app. For Clover Station, the camera is back-facing and located on the left and for Clover Mini, the camera is front-facing and on the top of the screen. In order to activate the barcode scanner / camera on Clover Mobile, press the trigger located on the handle. This will activate the camera and red light on the side of the Clover Mobile handle. Clover Mobile also has a front-facing camera located in one of the Clover leaves toward the upper left hand side of the screen. This camera can be activated in the Camera app and potentially other apps going forward.

All cameras across all Clover devices can be used to scan barcodes on physical receipts, scan inventory items, scan QR codes, take pictures, etc. depending on the app used to access the camera.

Cash Drawer

Clover Station and Clover Mini (if on the Pro Service Plan) can be connected to and use the cash drawer via the RJ-11 6P6C cable. Clover Mobile is designed to be mobile and is not designed to connect with a cash drawer via Bluetooth or other means. The cash drawer is meant to be connected to one device at a time (for the purposes of clear cash log tracking) but it can be opened at anytime with a key.

Clover Browser app

Clover Mobile / Clover Mini will not have the Clover Browser app in order to comply with the strict security we need to follow on these new PIN-entry devices.

Factory Reset

Factory resetting on Clover Mobile / Clover Mini will require an employee to enter their PIN.

Network Connectivity

Clover Station will have the option of connecting via Ethernet and Wi-Fi. Clover Mobile and Clover Mini have two hardware options each: Clover Mobile Wi-Fi or Clover Mobile 3G (3G enabled) and Clover Mini Wi-Fi or Clover Mini 3G (3G enabled). Clover Mobile will have the option of connecting via Wi-Fi and 3G (if Clover Mobile is 3G enabled). Clover Mini will have the option of connecting via Ethernet, Wi-Fi, and 3G (if Clover Mini is 3G enabled).

New Clover Mobile / Clover Mini apps

Clover Station will not (initially) include the following new apps:

• Authorizations app 
• Bar Tab Auths app 
• Closeout app
• Mobile Printer app
• Sale app 
• Phone Sale app 
• Refund app 
• Voice Auth app
• Transactions app
• Wireless Manager app

Offline processing

All Clover devices (if they are on the Pro Service Plan) have the ability to take cash, check, and other transaction types that do not require connection to the internet. Clover Station has the ability to process offline card transactions. Clover Mini and Clover Mobile do NOT have the ability to process offline card transactions, because EMV transactions cannot be processed offline.

Pay Screen

Register app’s pay screen on Clover Mobile / Clover Mini does not include the CURRENT ORDER pane.

Plans

If you have a Clover Station (and any combination of Clover Mobile or Clover Mini devices), you will automatically be rolled into the Pro Service Plan. All the apps in the App Market  will be available to you, as long as they are supported on your Clover device. If you do NOT have a Clover Station and you have Clover Mobile or Clover Mini devices only, you will have the option to enroll in the FD2000 Plan. You can upgrade to the Pro Service Plan at anytime through the App Market .

Rebooting

On Clover Station and Clover Mini, you can swipe down from the upper right hand corner from the device and tap “Reboot” from the menu that appears in order to reboot the device. On Clover Mobile, you will need to hold the white power button on the back of the device down for 2 seconds, tap “Power off” in the popup notification, and hold the same white button on the back of the device to boot the device back up.

Rotation and Merchant-facing vs. Customer-facing Mode

Clover Station has two modes based on its orientation: merchant-facing mode (landscape) vs. customer-facing mode (portrait). The Clover Mobile can be hand-held. As such, Clover Mobile will not automatically switch to customer mode every time the Clover Mobile is in a portrait orientation in particular apps (like Register app). Instead, Register app, Orders app, and other apps will have a “Show Summary” button and customer-facing mode button on the bottom left of the screen which when tapped, will change from merchant-facing to customer-facing mode. Clover Mini will be fixed to landscape orientation and will similarly have a “Show Summary” button and customer-facing mode buttons on the bottom left of the screen.

Settings app

The Settings icon is different between Clover Mobile / Clover Mini (cog) and Station (sliders)

Setup Wizard

For Clover Mobile and Clover Mini, we will ask some configuring settings questions.

Test Mode

With the introduction of taking EMV transactions on the devices themselves, there will NOT be any Test Mode available on our Clover Mobile and Clover Mini devices. If you would like to run a test transaction the devices, please run a small (i.e. $1.00) transaction within Sale  app and refund the amount right afterwards.

Unlock Feature

For terminal parity, Clover Mobile / Clover Mini’s lock screen will support an Unlock button with no PIN entry if the merchant sets a “Default Employee” in Clover Mobile / Clover Mini’s setup. (If the merchant has a Clover Station and has this option selected, the Clover Station will not support the unlock feature for the time being.)

Reference Site: https://help.clover.com/faq/what-are-some-differences-between-clover-station-and-clover-mobile-mini/

How do I charge the battery in the card reader?

Card Reader can be charged using the micro USB cable provided via a laptop USB port, a portable charger or a wall charger (not included).

Does the reader charge when plugged into the audio jack?

Only if you also have the charger connected to a wall charger, portable charger, or some other power source.

What are the minimum rating requirements for the reader’s battery to charge?

The reader needs to be charged by a PSU similar to mobile phone charger with minimum rating of 5V, 1000mA.

Can I swipe transactions if the reader’s battery is not charged?

No. Both swipe and EMV transactions require that the battery be charged.

How long does it take to charge the battery?

Time to fully charge the battery is approximately 2.35 hours with 10W PSU (USB).

Can I use the reader to process transactions while it is charging?

Yes, the reader can be used while the reader is being charged via USB.

How quickly can I use the reader if I start charging it after it is drained?

With a fully drained battery and 10 minutes of charge, you should be able to perform approximately 5 transactions.

If I am not using the card reader, will it still lose charge?

Yes. When the rechargeable battery is fully charged, it takes about 3 months to lose charge when kept without being used.

How can I tell what the status of the battery is?

The reader needs to be connected to a phone/tablet or a power source in order for the LED lights to come on indicating battery status.

How can I tell how much battery charge remains?

Battery Life indicator within the Settings drawer can be used to see how much charge is left. Reader must be inserted into the audio jack of your device and app must be open in order to see that information.

How many transactions can I process on a full charge?

Current testing shows that user can process approximately 100 EMV transactions or 200 swipe transactions on a full charge over a period of time. However, if processed within a single day, that number may be higher.

I inserted my reader into the audio jack of my device but the LED lights are not coming up and I know I just charged the reader. What should I do?

Make sure the app is allowed access to the microphone. You can check that within the Settings of your phone or tablet. Next, make sure the volume limit is set to the maximum level and is not on mute. Also, make sure you are not talking on the phone or using a Bluetooth device (like speakers) that diverts away from the audio jack. If that still does not work, access the Settings Drawer of your app, go to the Help and Support section and call the Customer Service number you see there for assistance. NOTE: Some cases and covers interfere with the reader fitting correctly. Remove your case or cover and see if that helps.

Can I use a card reader other than the Clover Go card reader?

No. Each processor’s reader is encrypted for their use only.

Can I buy the Clover Go card reader on the Internet?

No. The Clover Go card reader must be purchased through First Data so that it is embedded with the appropriate encryption. That encryption can’t be obtained elsewhere.

Can I use my Mobile Pay reader?

No. You must have a Clover Go reader.

Yes, if you have one of the following in place:

1) An eligible MCC code – An HSA/FSA card’s particular plan will define a list of eligible Merchant Category Codes (assigned to your business account, set by the card associations). These merchant categories are defined as health care providers because the services they offer are strictly health care related. MCC examples are below:

• 5975 – Hearing Aids-Sales, Service, Supply Stores
• 4119 – Ambulance Services (Dependent on Plan Administrator)
• 5976 – Orthopedic Goods-Artificial Limb Stores
• 7277 – Debt, Marriage, Personal-Counseling Service (Dependent on Plan Administrator)
• 8011 – Doctors-not elsewhere classified
• 8021 – Dentists, Orthodontists
• 8031 – Osteopathic Physicians
• 8041 – Chiropractors
• 8042 – Optometrists, Ophthalmologists
• 8043 – Opticians, Optical Goods, and Eyeglasses
• 8049 – Chiropodists, Podiatrists
• 8050 – Nursing and Personal Care Facilities
• 8062 – Hospitals
• 8071 – Dental and Medical Laboratories
• 8099 – Health Practitioners, Medical Services-not elsewhere classified

2) 90% Registration – This registration must be completed with SIGIS Organization. This program is limited to drug stores or pharmacies (MCC 5912, 5122) that have stores whose gross sales are at least 90% from prescriptions and over the counter (OTC) eligible healthcare products. If you are interested in participating in the 90% Program, you will need to work with the SIGIS Organization directly for the registration process.

You can get more information at https://www.sig-is.org or contact them directly.

SIGIS Helpdesk Phone number : 925-855-3228

SIGIS Helpdesk Email address: help@sig-is.org

Inventory Information Approval System (IIAS)

Clover does not currently support the IIAS, which is an inventory system that sorts a customer’s basket at the POS into items eligible for HSA/FSA and items that are not. At any non-medical retailer (or one without an eligible MCC defined by the cardholder’s plan), IIAS compliance is required to accept HSA/FSA. IIAS applies to all mass, discount, grocery, chain drug, mail order and some pharmacy merchants. The IRS adopted this requirement in 2006.

HSA/FSA cards are prepaid debit cards (Visa and MasterCard) that can be accepted as Signature Debit or PIN Debit. The cards have no extra level of data associated with them, but they are associated as HSA/FSA to the networks.

Reference Site: https://help.clover.com/faq/will-i-be-able-to-accept-hsa-or-fsa-from-my-customers/

I am in Quick Mode and added a dollar amount. Now I want to switch to Inventory Mode and select a few items from my list, but the toggle is greyed out. Why is that?

Inventory mode and Quick Mode are mutually exclusive. You cannot have a mix of the 2 in the same order. If you need to add an ad-hoc item while in Inventory mode, you can do so by adding a Custom Item. Once you start your order in one mode, the toggle will be greyed out and not “switchable” to the other until the order is complete or cleared.

How do I add Inventory items to an order?

Tap on either Add Custom Item (if not in your inventory) or Add Inventory Item. Then either create a custom item or tap on the inventory items you want to add. Quantities for an inventory item can be changed by tapping the three dots to the right of the price. Then tap Add to Order.

I added an item to inventory and set it up with a variable price. However, I do not see that item when I pull up inventory within the app.

The app currently does not support variable priced or per unit priced items. You will need to change it to Fixed price in order to see and select it within the Clover Go app.

I have a huge inventory, how can I quickly find the item(s) I want to select?

You can either use the search function by tapping the magnifying glass icon and then typing in your search OR You can switch to categories mode by tapping the three bar icon.

NOTE

Categories can be assigned to an item in the Inventory App on the Web Dashboard.

When I enter a manual transaction and need to clear the contents I can clear the expiration date, but why is the card number is not clearing when I tap the back button?

Because the card number is a separate field, you need to tap on the card number field before you can clear the card number.

I tapped the credit card number, but now I want to go back and change the expiration date. How do I do that?

You have to delete 1 character of the card number then add it back in and it will take you to the next field.

I was entering my credit card number manually but the app did not let me enter the complete number. After a certain digit, it jumped to the expiration date field. What do I do?

There are some cases where this can happen. To correct, please tap on the card number field and it will allow you to go back and complete entering the digits. In rare cases where it does not, the card reader should be used, if possible.

I manually entered the card number, why do the digits display in red?

This is an indication that the card number entered may not be valid. Please go back and re-enter the number to ensure that all digits were entered correctly.

I manually entered the card number, why do the digits display in red?

This is an indication that the card number entered may not be valid. Please go back and re-enter the number to ensure that all digits were entered correctly.

After I tap “Authorize”, why am I getting an error message notifying me of an Address Verification?

This message is alerting you to the fact that the postal code or street address did not match. It is up to you whether you want to tap continue to process the transaction or cancel it and re-try the transaction or ask for a different form of payment.

How can I allow my sales team to take payments on my behalf?  Can I add them as users on my account?

Login to your web dashboard at www.clover.com and select the Employees app.  First Name and email address are required.  All other fields are optional.  Each employee added will receive an email from Clover with a link to verify their email and create a password.  They will need to do that before they can activate the app.  However, you will need to provide them with the instructions they need to download the app.  You will also need to provide them with a card reader.

I entered a Transaction Memo on the payment screen, where can I see it?

You will see it on the report that you can export from clover.com/orders, but only if Notes is turned on.  To do that, go to www.clover.com, click Setup app > Orders and ensure the “Allow Notes on Orders…” box is checked.

If I accept a check as a payment option, do I still need to deposit that check?

Yes. The check feature is a recording-only feature at this time.

Is there a place where I can enter the check #?

We do not have a separate field at this time, but you can use the memo field for that purpose.

Can I control which payment options are displayed in the app? For example, if I do not want my employees to have the ability to record cash transactions, can I suppress that tender type?

Yes. The Admin can log into their Web Dashboard at www.clover.com, click Setup app, select “Payments” and select or deselect “check” or “cash” as a tender type.

NOTE

Not all tender types apply to Clover Go only users at this time.

I unchecked “Show in Register” for an item, why does the item still display in the app inventory?

That feature of the Inventory app is not currently supported.

I added modifier groups/variants/options to an item, so why don’t they display in the app?

That feature of the Inventory app is not currently supported.

I added a signature option in the Payments section of setup, but why did it not reflect in the app?

Not all features of the Clover Dashboard are available to Clover Go-only merchants and this is one such feature.

I set up a service charge option in the Payments section of setup, but why did it not reflect in the app?

Not all features of the Clover Dashboard are available to Clover Go-only merchants and this is one such feature.

I enabled the cash back option in the Payments section of setup, but why did it not reflect in the app?

Not all features of the Clover Dashboard are available to Clover Go-only merchants and this is one such feature.

When I tap an item to add it to the order the app crashes. How do I fix this?

Make sure the region setting in the device is set to United States. You can have any language setting you want, but the region must be set to the U.S.

Reference Site: https://help.clover.com/faq/clover-go-payments-faqs/

How do I see which version of the app I have?

Tap the icon in the upper left to open the Menu drawer. Then, tap “Help and Support” and then tap “About”.

Where can I find the phone number to call if I need help or have a question?

Tap the icon in the upper left to open the Menu drawer. Then, tap “Help and Support” and then, tap “About”. You can also find the number on your Web Dashboard.

Is there anything in the app that will show me how to use the app?

You can access How-To videos and the FAQ from “Help and Support” in the Settings drawer.

Reference Site: https://help.clover.com/faq/clover-go-help-and-support-faqs/

Clover Mini

Click to view a Step-by-Step Activation Guide, or watch the below video for a quick introduction on how to easily get your Clover Mini system ready to go.

Clover Mobile

Click to view a Step-by-Step Activation Guide, or watch the below video for a quick introduction on how to easily get your Clover Mobile ready to go.

Clover Station

Click to view a Step-by-Step Activation Guide, or watch the below video for a quick introduction on how to easily get your Clover Station ready to go.

To import/edit your inventory items, you’ll need to use your Clover credentials and login to the Web Dashboard. Once logged in, you’ll want to follow the instructions on this page to download a template for your inventory items, which you can then fill-out and re-import. The basic steps are:

• Download the template from the Web Dashboard.
• Fill out the template with your inventory details, which will include item names, prices, and any other data such as tax rate, cost, and barcodes that you wish to include.
• You’ll have the option to create modifiers and variants, as well as product categories.
• After completion, you’ll import your list back into Clover using the Web Dashboard.
• After saving, all imported inventory items will immediately appear on all Clover devices!

What’s Eligible for a Swap? Big Devices.

Clover is provided directly by First Data, and as such, they have specific warranty information based on each product. All main Clover devices (Station, Mini, and Mobile) are covered by a one-year, full swap-out warranty. Basically, if any of your main Clover hardware devices become defective due to manufacturer/hardware based issues, your unit will be swapped out free of charge.

Please note – this swap out is for defective devices only! Just like with your cell phone or any other electronic device you purchase, if you drop a device or break it in some other way, that’ll be your responsibility to replace as the device owner.

Replacements for DOA (Dead on Arrival) Devices

Naturally, if you receive a Clover product that arrives in a non-functional state, that will be replaced quickly and free of charge! This applies to all Clover products, including the Clover Go product line and all Clover accessories. You’re guaranteed to have a fully functional device when it arrives, and it’ll be replaced if not.

However, Clover Go units and ancillary devices (such as printers/cash drawers) are not warrantied. Should these devices break, it’ll be your responsibility to replace them down the line.

Buyer’s Remorse Policy

Deploying a Clover system is a big task on our side, and carries several costs. As such, we highly recommend ensuring that you determine Clover is perfect for you before getting started! However, should you sign up for Clover and later determine it won’t meet your needs, there is a way out.

Clover allows for a 30 day Buyer’s Remorse policy. If you find within 30 days of deployment that Clover isn’t a great fit, you can return your devices for a refund of the purchase price, minus a $250 fee. Should you have any questions about how this works, please reach out and ask.